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.
How We Provide Value
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.
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.
There is No Substitute for Effective Coaching and Training
“The program has been very effective so far. The huddles allow us to review important updates as a team, which allows us to be more effective on the phones. The one-on-ones have given me the opportunity to discuss getting licensed with my manager as well as getting assistance with more complex cases that I am working on and need help with.”
Client Stakeholder, Fortune 500 Financial Services Enterprise
Frontline Excellence Call 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.
Featured Case study
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.
Recent Blog Posts
Effective coaching and training for frontline associates and managers are critical enablers of delivering a differentiated customer experience, achieving associate career aspirations and driving business performance. Coaching and training programs are frequently too...
Developing service excellence at the contact center management level is a critical enabler for a company’s long-term success. Providing exemplary customer service is essential for all businesses that strive for differentiation and growth. Customer service associates...