Download the full case study to learn how The Northridge Group helped a top healthcare provider:
- Reduce operational costs
- Improve employee experience (EX)
- Enhance customer experience (CX)
- Increase efficiency and profitability
The Challenge
A major healthcare provider needed to refine its customer service coaching program to improve Average Handle Time (AHT) and Net Promoter Score (NPS). Despite piloting an in-house initiative, they required expert guidance to optimize training, coaching, and long-term success.
The Solution
The Northridge Group partnered with their leadership team to:
- Revamp coaching strategies
- Modernize training content
- Implement a structured three-month mentorship cycle
- Support over 1,000 leaders over a four-year period
The Results
- Improved operational efficiency and call handling
- Strengthened leadership coaching impact
- Increased customer satisfaction and employee engagement
- Measurable gains in return on investment (ROI)
Get the full case study to see how these strategies led to lasting success and how your organization can achieve similar results.
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