Quality Monitoring

Contact Center Coaching Training

For Frontline Service Management

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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.

Connect with a Quality Monitoring Expert

Happy Customer Post-Excellent Customer Service Experience
Highly Trained Frontline Contact Center Agents at Work

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.

Contact Center Optimiziation Plan

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.

Contact Center Agent Providing Great Customer Experience

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.

Read the Success Story

Northridge Perspectives

Best Practices of Great Coaches

Best Practices of Great Coaches

Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their...

Our Quality Monitoring Services

Quality Program Assessment & Redesign

Voice of the Customer

Mystery Shopping & Surveys

Contact Center Compliance Monitoring

 

Omni-channel Quality Monitoring

Contact Center Speech Analytics

 

Customer Churn Analytics

Competitive Benchmarking

 

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.

Let’s start a conversation

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