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!
Empower employees to meet their developmental goals
with best-in-class training and coaching programs.
The Northridge Group leverages operational experience and best practice insights to help our clients develop and deliver best-in-class training and coaching programs for their employees. Our targeted offerings enable leaders to focus on continuous improvement & employee development to drive better business outcomes.
Effective training and coaching programs align corporate and employee development needs.
When employees excel, businesses see sustained improvements in customer experience, employee engagement and business results.
We work collaboratively with clients to create training, development and change management programs that focus on continuous improvement, performance transparency, coaching effectiveness & accountability, root cause analysis and business process optimization.
Our approach focuses on helping clients:
Develop best-in-class training programs, with customized curriculums designed to ensure knowledge transfer, skill development and continuous improvement
Cultivate a culture focused on teamwork and accountability for action
Develop and execute change management strategies that enable adoption through a focus on coaching, employee development, best practices and establishment of metrics and continuous improvement measures
Drive consistency by developing CoE programs with well-defined playbooks that are based on best practices and tailored to their unique needs
Develop train-the-trainer programs with full rollout plans
Contact Center Supervisor Coaching Program Resulted in Transformational Customer Experience Improvement
Northridge provided a coaching development program for supervisors in a Fortune 100 Contact Center. The goal of the program was to drive transformational results in an accelerated time frame. Northridge partnered with the supervisors of five teams over a six-week period to enhance their coaching skills and focus to drive results.
A challenge our clients frequently encounter is difficulty keeping their contact centers staffed efficiently with the right balance of experienced associates and new hires. Attrition is a continuing problem, and it can take up to a year for new associates to become...
The COVID-19 pandemic unleashed an overwhelming burden on hospital systems and medical professionals. Tragically, many suicidal deaths among healthcare professionals have been tied to the stress of working through the pandemic. The urgent need to support the...
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...