Contact Center Training & Coaching Programs
The Northridge Group – A Leading Management Consulting Firm
Contact Center Coaching & Training
building Frontline Excellence
Frontline service leaders are the linchpin within a Contact Center. They are responsible for coaching and developing customer service associates who in turn, build the brand, company reputation, and the trust of existing and prospective customers. But frontline professionals often lack the proper training, tools and reporting to provide the level of support their teams require.
The Northridge Group understands the practical implications of shifting priorities and challenges within a Contact Center and we have the experience and expertise to help you overcome them.
Solutions for your Contact Center Training programs
The Northridge Group’s team of experts has extensive, practical experience in establishing Center of Excellence (CoE) models for customer service operations, inside sales, Contact Center recruiting, Workforce Management, quality management, and reporting and analytics.
Live & In-Person Training
Live, instructor-led, on-site coaching and training courses to help you cultivate a culture of teamwork, develop associates, onboard new team members and improve Customer Experience.
Live Online
Virtual Contact Center coaching and training solutions to meet your remote workforce needs and provide flexibility for on-site team members.
On-Demand Courses
Customized on-demand courses that are tailored to your organization’s needs and developed by our experienced Customer Experience and instructional design professionals.
Blended Learning & Training
A combination of instructor-led and self-paced learning with customized curriculums that may include in-person or online courses; interactive online discussion-style seminars; and/or virtual self-paced courses.
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.
Let׳s Meet
Schedule With Calendly
Write Us
info@northridgegroup.com
Meet Our Clients
They Believe In Us
96% of our clients choose us again for their consultation needs. Contact us today to learn why we are the leading firm for Contact Center success.
Read our latest blogs & Case Studies
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
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