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!
Do you have trouble hiring and retaining enough Contact Center employees to meet your workforce plans or business needs? Are you finding that employee morale is low and new-hire attrition is high? If so, you’re not alone. Many Contact Centers struggle with high attrition rates and a lack of qualified candidates, but there is hope.
The Northridge Group can work with you to expertly design a better hiring process.
Improvements in hiring processes can significantly reduce Contact Center attrition. The Northridge Group helps clients refine their hiring process through:
- Job and market analyses
- Competency modeling
- Success profiles
- Assessment and selection processes and tools (such as competency-based interviews and skill/cognitive/fit assessment instruments)
- Reviewing and adjusting job descriptions to attract a diverse workforce
Our team of experts will design a workforce retention strategy that meets your specific needs.
We’ll assess the employee engagement trends at your Contact Center and create a plan to improve employee morale, increase productivity and reduce attrition. Our solutions may include:
Improved hiring/onboarding strategies
Assessments of current employee skillsets and identification of gaps in employee skills
Development of compensation plans that are fair and competitive
Defined career pathing that motivates employees and rewards them for their dedication and success
Strategies for keeping employees happy and engaged
Strategies for addressing equity gaps across the organization
Remedies for issues such as new employees failing to thrive and employee performance that doesn’t meet expectations
Optimizing processes and technology to enable a productive remote workforce
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 to support the successful implementation of their new Frontline Excellence Model.
How a robust QM program can remake the CX. This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and...
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. As such, they are often on the receiving end of...
Ever-increasing customer expectations for telecommunication services make it difficult for telecom service providers to deliver gratifying personalized customer experiences across channels, while simultaneously keeping costs down. To overcome this challenge, telecom...
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Northridge helps clients identify the root causes of employee turnover and implement measures to address specific problems, motivate employees and improve associate retention.