Behavior Based Training and Coaching Town Hall with The Northridge Group скачать в хорошем качестве

Behavior Based Training and Coaching Town Hall with The Northridge Group

The Northridge Group’s CCNG Town Hall focused on behavior-based training and coaching as a key driver of performance, engagement, and transformation in contact centers. The discussion highlighted the shift from traditional metric-only coaching toward a more holistic approach that emphasizes behaviors, attitudes, and techniques directly tied to customer experience. It was emphasized that effective coaching begins with identifying core behaviors during hiring and reinforcing them through consistent, structured feedback. Measurable gains including higher NPS and first call resolution rates, reduced after-call work, and improved efficiency were noted, underscoring how investing in coaching effectiveness and behavioral transformation can simultaneously enhance employee engagement, customer satisfaction, and operational outcomes.