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.
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.
To increase customer retention rates and reduce churn, you can transform your call center into a loyalty center. Use these four tactics to improve brand loyalty.
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...
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...