Contact Center Management

Contact Center Attrition

We Can Customize a Retention Strategy to Meet Your Needs

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State of CX Research Report

Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.

State of CX Research Report

Our Approach

Employee Retention

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.

Our Approach

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

Connect with a Contact Center Expert

Hiring Process

Our Solutions

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

leveraging data

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 to support the successful implementation of their new Frontline Excellence Model.

Read the Success Story

Northridge Perspectives

The Importance of Quality Monitoring for Government Agency Contact Centers

The Importance of Quality Monitoring for Government Agency Contact Centers

Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.

The Crucial Connection Between CX Tech & Training

The Crucial Connection Between CX Tech & Training

Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.

Proper Contact Center Training Benefits Employee Experience

Proper Contact Center Training Benefits Employee Experience

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism...

Additional Contact Center Management Services

Workforce Management & Audit Benchmarking

Workforce Management Assessment

Resource Utilization Strategy

Contact Center Capacity Planning

Short-Term Forecasting & Scheduling

Real-Time Contact Center Management

Labor Strategy & Performance Optimization

Training & Coaching Assessment

Let’s Talk About Your Organization

Northridge helps clients identify the root causes of employee turnover and implement measures to address specific problems, motivate employees and improve associate retention.

Let’s start a conversation

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