Retention Strategy

Learn Why We are the Only Business Consulting Firm to Choose When Building Better Contact Centers

Service Delivery

Employee Retention

Do you have trouble hiring and retaining enough Contact Center 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 struggle with high attrition rates and a lack of qualified candidates, but there is hope.

Coaching & training Programs

The Northridge Group specializes in designing dynamic employee training and coaching programs tailored for contact centers. With over 20 years of industry experience, we utilize proven methodologies and actionable strategies to elevate the effectiveness of coaching and training initiatives. We understand the complexities introduced by off-site and hybrid work models and have adapted our approaches to address these challenges successfully.

By implementing robust knowledge management platforms alongside comprehensive e-learning and leadership development programs, we empower agents like never before. Our training equips them to excel in their roles and transform into ambassadors of brand loyalty, ensuring that every customer interaction not only meets but exceeds expectations.

We start with our NRG Coaching & Training Assessment. Contact us today to learn more.

We Solve Real Problems

PROGRAMS TO COMBAT ATTRITION AND EMPOWER EMPLOYEES

QUALITY mONITORING

For many companies, internal contact center compliance monitoring efforts fail to generate lasting improvements, largely because in-house staff members lack the time and resources to evaluate customer needs, sales opportunities, and agent performance. Our team of experts offers the objectivity and expertise to glean practical insights for your Contact Center management.

LEADERSHIP DEVELOPMENT

Happy and motivated employees are more likely to go the extra mile to solve customer problems, providing higher quality of service when they feel valued and supported by leadership - and when they have the opportunity to become one.

CAREER PATHING

We recognize the power of clear and well-structured career pathing to not only enhance employee engagement but also drive organizational success. We are experts in designing career pathing models that align employee goals with business objectives, fostering a thriving work environment.

E-LEARNING PROGRAMS

Do they possess a deep understanding of the products and services offered, allowing them to provide accurate and helpful information to customers? Our e-Learning programs ensure that agents have the most up-to-date knowledge and the confidence to use it.

NEW HIRE ONBOARDING & TRAINING

Our expertly designed programs are tailored to ensure new employees integrate seamlessly into your team, contributing to higher ROI and lower attrition rates. Let us help you build an onboarding experience that not only equips new hires with the necessary tools and knowledge but also fosters a deep connection with your company’s culture and values.

PERFORMANCE MANAGEMENT

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.