Contact Center Supervisor Coaching Program Resulted in Transformational Customer Experience Improvement

The Northridge Group provided a Coaching Development program for supervisors in a Fortune 100 contact center. The goal of the program was to drive transformational results in an accelerated timeframe. Northridge partnered with the supervisors of 5 teams over a 6-week period to enhance their coaching skills and focus to drive results.

Northridge performed call monitoring, side-by-sides, interviews and data analyses to identify targeted coaching behaviors that were necessary to drive transformational results. Our team identified targeted improvements in the skills, structure and execution of the end-to-end-coaching process and critical business KPIs were improved in the pilot group as much as 50 percent.

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