Search

Workforce Management Drives Improved Service and Cost Savings

Case Studies / Contact Center Management

Workforce Management Process Redesign Drives Improved Service and 13% Cost Savings for Fortune 50 Healthcare Enterprise

Healthcare Industry

Scope

  • The client was challenged by highly variable work volumes, complex client-specific service requirements, regulatory pressures, and significant industry transformation.
  • Contact center performance was inconsistent, resulting in inefficiencies and increased costs.

Results

  • Northridge recommended process redesign and performance metrics to achieve:
    • 13% operating cost reduction
    • Significantly improved service consistency
    • 14% increase in resource utilization
  • Agent morale also improved as a result of improved planning and reduced mandatory overtime.

Let’s Talk About Your Organization

With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.

Let’s start a conversation

Share This Post

Subscribe To Our Newsletter

Get updates and learn from the best

More To Explore

6 trends
Artificial Intelligence

6 Trends Crucial for Success in 2025

We’ve spent the last year helping our clients achieve success. For both NRG and RISE – we have partnered with companies to uncover opportunities for

Do You Want To Boost Your Business?

drop us a line and keep in touch