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.

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.