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
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Read our latest blogs & Case Studies
5 Good Coaching Frameworks to Drive Better Employee Engagement
In the fast-paced, customer-centric world of contact centers, a key driver of success is employee engagement. Engaged employees are more productive, provide better customer service,
Unlocking Efficiency and Excellence: The Benefits of Agent Assist in Contact Centers
As we continue to delve into the subject of Employee Experience, we explore the benefits of Agent Assist and how this technology can increase employee
The Future of Customer Engagement: Personalization on Individual Terms
Customers are now demanding that their interactions with your brand be not only customized, but accurate. Close, but not too close. Learn why.
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Let׳s Meet
Give Us A Call
847.692.2288
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Write Us
info@northridgegroup.com