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

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.