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!
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.
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.
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.
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.
Virtual Contact Center coaching and training solutions to meet your remote workforce needs and provide flexibility for on-site team members.
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.
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.
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