Performance Management

The Northridge Group – A Leading Management Consulting Firm

Employee Development & Engagement

managing success

Performance management is crucial in shaping a thriving work environment that not only meets daily operational goals but also supports long-term career growth and satisfaction.

At The Northridge Group, we understand that managing performance in a contact center requires a nuanced approach, especially with teams spread across in-office, remote, and hybrid settings. Our strategies involve regular, structured feedback cycles and one-on-one coaching sessions to ensure that each employee receives personalized guidance and support.

We leverage advanced data analytics and reporting tools to monitor key performance indicators and provide actionable insights. This allows managers to effectively track progress, identify areas for improvement, and tailor coaching to enhance both individual and team performance. By fostering an environment of continuous feedback and development, we help contact centers build a foundation for daily success and long-term employee engagement and retention.

Employee Development & Engagement

Coaching & data reporting in performance management

Effective coaching in a contact center environment is crucial for developing employee skills and enhancing performance. This can range from real-time feedback during calls for immediate improvement to scheduled one-on-one sessions that focus on long-term career development. Utilizing a variety of coaching techniques caters to different learning styles and employee needs, which is especially important in diverse work environments. Additionally, leveraging data and reporting is vital for informed management decisions.

Advanced analytics tools can track performance trends, customer satisfaction scores, and compliance rates, providing a comprehensive view of team effectiveness. These insights allow leaders to tailor their coaching strategies, celebrate successes, address deficiencies, and align individual performance with the center’s overall goals.

These detailed approaches ensure that performance management is effective across all work environments and is tailored to meet the unique needs of each contact center employee, fostering a culture of continuous improvement and professional growth.

We can perform assessments to determine areas of opportunity. Contact us today to learn more.

performance Management

Performance optimization

Once you have people in place who are committed to a long-term career with your company, how do you coach and guide them to achieve their best performance?

The key is to ensure that you are using the right metrics to motivate and educate them while simultaneously using best practice coaching techniques that are proven to drive performance improvement.

Quality Redesign

While business leaders are concerned about improving business outcomes like First Contact Resolution (FCR) and increasing CSAT survey scores, agents need guidance and metrics that measure the behavior that drives to these outcomes. Northridge can help you redesign your quality program to correlate to behaviors that drive the business outcomes that matter most to your business.

Quality Monitoring

Unbiased monitoring and actionable feedback are just two of the many reasons why outsourcing your quality program needs to Northridge can result in better agent performance. With a quality program that correlates to key business indicators, improvement in business outcomes is bound to follow.

Coaching for Performance

Many supervisors who are tasked with the important responsibility of coaching front-line agents have never properly learned how to motivate and clearly communicate ways for agents to make changes that will move the needle on performance. The Northridge coaching & training program teaches supervisors the skills needed to take their agents’ performance to the next level for measurable quality and customer experience improvement.

Scorecards

Well-designed scorecards create opportunities for an actionable, cross-functional alignment that support the overall strategic objectives of your business and drive measurable results. Poorly designed scorecards can have the opposite effect and can even drive negative performance to business outcomes. Northridge can help you develop a scorecard that aligns to your company’s KPIs and, in turn, translates into results.

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 existing training programs 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.