The Northridge Group
Employee development & engagement
Your employees are your greatest asset and investment. They are the key to your customers satisfaction. By providing them solid training, coaching and advancement opportunities, you’re creating brand ambassadors who build profitable loyalty centers, not costly call centers.
We offer the training tools and development programs that can help you achieve the success your operation needs.
TRAINING & COACHING
The Northridge Group’s Frontline Excellence Programs help organizations improve critical service levels, drive an enhanced Customer and Employee Experience and enable consistency across the organization for lasting, scalable results.
LEADERSHIP DEVELOPMENT
Refining current leaders and cultivating new ones is essential for your organization's sustained success. Our Leadership Development program is designed to tailor the right strategies to enhance your team's leadership capabilities.
e LEARNING PROGRAMS
A Learning Management System (LMS) is a software platform designed to create, deliver, manage, and track educational content and training programs. Think of it as a digital classroom where learners can access courses, complete assignments, and interact with instructors and peers - all in one convenient location.
NEW HIRE TRAINING & ONBOARDING
Effective new hire training and onboarding programs are vital to set the foundation for employee success and retention. Our comprehensive approach ensures that new team members are well-equipped and aligned with your company's goals from day one.
CAREER PATHING
While your employees might be satisfied with their current roles, failing to establish clear career advancement opportunities could lead to frustration and turnover. Implementing a career-pathing strategy ensures that employees eager for growth have a clear and attainable trajectory within your company.
RETENTION
Do you have trouble hiring and retaining enough employees to meet your workforce plans or business needs? Are you finding that employee morale is low and new-hire attrition is high? If so, you’re not alone. Many contact centers and businesses struggle with high attrition rates and a lack of qualified candidates, but there is hope.
The NRG Difference
Programs for Frontline Excellence
The Northridge Group’s Frontline Excellence Programs help organizations improve critical service levels, drive an enhanced Customer and Employee Experience and enable consistency across the organization for lasting, scalable results.
Key outcomes include:
- Building and strengthening frontline leadership (manager/director) capabilities
- Enhancing performance management through common cascaded metrics and a dashboard
- Developing a process for regular dialogues on performance through daily huddles and visual display boards
- Creating structured coaching through dedicated coaching time, different coaching formats, and calibrated call evaluation
- Identifying process improvement opportunities and embedding a root cause problem-solving approach at the frontline
Our goal is a seamless partnership to help define the strategic vision for a continuous improvement program among the frontline service teams, strengthen the coaching and management model and ensure adoption by and capability transfer to the organization for sustained performance.
experience + excellence
The NRG Training Assessment
Would a full assessment of your current training & coaching platforms help you to gain a better understanding of what’s working, what isn’t …and what’s available that will work for your operation?
We provide businesses with the tools they need to make informed decisions. Once our assessment is complete, our team of experts will work with you to build a custom solution that fits your needs. Our use of state-of-the-art technology guarantees you’ll be able to access your data whenever and wherever you need it.
Meet Our Clients
They Believe In Us
Learn why 96% of our clients say they would recommend us to others.
Read our latest blogs & Case Studies
How to Execute an Effective Cost Transformation Strategy in 2025
I have spent over 35 plus years in corporate America and have been fortunate to serve as an executive for a Fortune 50 company for many of those years. Throughout my career, I’ve encountered both good and bad bosses, worked with large and small teams, and taken on various roles and lateral moves that wouldn’t fit on my resume. I’ve worked in nearly all regions of the country and numerous subsidiaries. Each experience provided life lessons, teaching me how to navigate new situations and challenges. Every step served as preparation for what was to come.
Ten Things I’ve Learned That Made Me Think Differently
I have spent over 35 plus years in corporate America and have been fortunate to serve as an executive for a Fortune 50 company for many of those years. Throughout my career, I’ve encountered both good and bad bosses, worked with large and small teams, and taken on various roles and lateral moves that wouldn’t fit on my resume. I’ve worked in nearly all regions of the country and numerous subsidiaries. Each experience provided life lessons, teaching me how to navigate new situations and challenges. Every step served as preparation for what was to come.
Discover How a Leading Healthcare Provider Transformed Customer Experience and Increased ROI
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
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