The NRG Assessment
Proven methodologies to identify opportunities for growth
The NRG Assessment
Customized Assessments for your employee's success
We are dedicated to performing comprehensive assessments of employee training programs within contact centers. Our approach is meticulous and holistic, examining every aspect of your training program—from the content and delivery methods to the use of technology and how effectively it engages your learners. By aligning our findings with industry best practices, we provide actionable insights that enhance your team’s performance and elevate the overall Customer Experience.
In tandem, our team of experts conduct in-depth coaching assessments to evaluate the effectiveness of your coaching strategies. We scrutinize everything from the alignment of coaching goals with Customer Experience objectives to the culture of coaching in your organization. Our analysis covers metric alignment, time management, and the development of coaching skills, ensuring that your operational support is optimized to boost performance.
Let us help you transform your training and coaching programs – we can help turn them into powerful tools for driving success and achieving superior customer satisfaction.
Creating a Balanced Curriculum
We’ll provide in-depth analysis of employee and customer needs to identify areas of training and skill development for improved engagement, information retention and employee confidence.
Our solutions may include:
- Strategies to strengthen frontline leadership training capabilities
- Custom curriculum design for team-specific needs and new hire skill development
- Development of a process for regular communication and training updates
- Creation of structured coaching for live virtual classrooms, self-paced online courses, micro-learning modules and in-person training
- Implementation of pilot programs during the training development process
- Simplified tracking metrics with easy-to-measure goals
Contact us to see how this approach could improve the success of your training and coaching programs.
Different Assessments for the different areas of your business
Training & Coaching Assessment
We review existing training & coaching programs, conduct interviews and exam processes to fully understand the existing framework so we can make an educated recommendation.
Workforce Management Assessment
Managing your workforce is critical to the success of your business and the long term brand loyalty of your customers. We apply the same assessment framework to WFM area, identifying opportunities and supplying solutions.
Quality Monitoring Assessment
Our ultimate objective is to establish an improved quality management operation that is in alignment with the strategic direction of your business, delivering on growth, profitability, scalability and improved customer experience objectives.
Technology Assessment
The contact management platform not only routes and queues customer interactions, but it’s also the enabling or limiting factor when it comes to deploying advanced capabilities required to enhance Customer Experience and lower operating costs. We look at every platform to ensure they are providing the intended support.
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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.
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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.
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