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.
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.
Meet Our Clients
They Believe In Us
See the companies who choose The Northridge Group for all their Contact Center needs.
Read our latest blogs & Case Studies
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
Reducing Operational Costs, Increasing EX Leads to Higher CX and ROI
By Dewayne Cherrington, NRG Consultant The Situation A well-known private Healthcare client developed and piloted an in-house coaching program with several of their Customer Service
Understanding Mobile Phone Use and 5G Expectations
New data from The Northridge Group confirms that nearly all mobile phone users have heard of 5G, most can articulate some of its benefits, and most associate 5G with faster speeds. Results from The Northridge Group’s new report on Mobile Phone Use and 5G Expectations were quite telling.
