JUST RELEASED!
The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone!
Our Value
Quality Monitoring for Customer and Business Insights
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.
Our Approach
A Strong Frontline is Key to Service 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.
Our Approach
What Makes Us Different
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.
Our Frontline Call Center Coaching & Training Programs are thoughtfully designed to meet your organization’s unique needs and often include coaching effectiveness, associate development, metric management, quality program design, Workforce Management and continuous improvement initiatives.
Our Solutions
Frontline Excellence Contact Center Training & Coaching Solutions
With industry-leading best practices and flexible training delivery methods, Northridge can help you achieve a best-in-class service environment.
Live & In-Person
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.
Northridge Success
Training Program Improves Participant Experience and Operational Efficiency for Major Investment Firm
A Fortune 300 investment firm engaged Northridge to design and deliver a structured in-person and remote coaching and training program for frontline contact center managers. Results of the engagement included the successful implementation of a new Frontline Excellence Model and improvements in customer experience and operational efficiency.
Northridge Perspectives
The Impact of ChatGPT on Contact Center Performance
ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT. The $10 billion investment...
Increasing Contact Center Efficiency by Increasing Associate Ramp Speeds
A challenge our clients frequently encounter is difficulty keeping their contact centers staffed efficiently with the right balance of experienced associates and new hires. Attrition is a continuing problem, and it can take up to a year for new associates to become...
The Hiring Game Has Changed: Strategies for Solving Staffing Issues
This article was originally published on Contact Center Pipeline and can be viewed here.While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service...
Our Quality Monitoring Services
Let’s Talk About Your Organization
With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.
