01
Coaching that does not change behavior
Managers are giving feedback, but performance still drifts and the same issues keep resurfacing.
Customer Experience Consulting
Fix what is slowing down your customer experience.
Meridian Performance Group helps support teams reduce friction, improve consistency, and create better customer outcomes — without adding more noise, meetings, or guesswork.
What We Fix
Common problems we help untangle:
If your team is working hard but results still feel inconsistent, the issue is usually not effort. It is the system behind the work.
02
Quality reviews that do not reflect reality
Your scorecards look fine on paper, but they are not helping leaders see what is actually hurting the customer experience.
03
Slow interactions with no clear root cause
Conversations take too long, but no one can confidently explain whether the issue is process, training, tools, or accountability.
04
Customer satisfaction slipping for unclear reasons
The numbers are moving in the wrong direction, but the dashboards are not telling the full story.
Services & Pricing
Where to start (and what it costs).
Simple, direct consulting for support leaders who need clarity before investing in larger changes.
Flagship Offer
Performance Audit
A structured review of your support operation to identify what is driving friction, inconsistency, and lost performance.
- Workflow and process review
- Quality and coaching assessment
- Clear action plan with next priorities
Optimization
Coaching and Quality Alignment
Tighten the connection between your quality standards, manager feedback, and day-to-day agent performance.
- Coaching framework review
- Quality rubric refinement
- Calibration and leadership alignment
Advisory
Leadership Support
Practical guidance for leaders managing performance issues, cross-channel complexity, or operational growing pains.
- Performance strategy support
- Operational planning
- Ongoing consulting engagement options
Why Meridian
Built for operators who need clarity, not consultant fluff.
This work is grounded in frontline leadership, real support operations, and the gap between what reports say and what customers actually feel.
- Managed 74 frontline agents across 3 countries and 3 BPOs
- Owned KPIs across AHT, QA, CSAT, and retention
- Coached team leads on performance accountability and behavior change
- Find the root causes behind inconsistent performance
- Translate messy operations into clear, prioritized action
- Close the gap between QA scores and what customers actually experience
- No bloated decks or vague recommendations
- Clear findings with direct next steps
- Built to help teams move, not just discuss
What People Say
From people who've worked alongside me.
Before MPG, this work was done inside organizations. These are the people who saw it firsthand.
He knows how to set very clear expectations and follow up — hold people accountable to what they have promised to do.”
Seth Eliason
Performance Manager
He is a system builder. And his systems are incredibly effective.”
Josh Nelson
Sales Leader
The Founder
Real operations. Not theory.
Josh Ferrell
Founder, Meridian Performance GroupBefore starting MPG, I spent years running CX operations at scale — managing 74 frontline agents across three countries and three BPO partners simultaneously. I owned the KPIs: AHT, QA, CSAT, retention. I built the SOPs, the playbooks, and the coaching frameworks. And I learned, firsthand, that most performance problems aren't people problems. They're clarity problems.
I started Meridian Performance Group because that gap — between what scorecards show and what customers actually feel — exists in almost every support operation I've ever seen. Most leaders know something is off. They just don't have the outside perspective or the bandwidth to find it.
That's what I do.
74
Agents managed
3
Countries
3
BPO partners
Multi
Channel ops
About
A firm built around operational clarity.
Strong support performance is rarely a people problem alone. Most of the time, it is a clarity problem.
Meridian Performance Group helps businesses identify where performance breaks down, why it keeps happening, and what to change first.
With experience leading large support teams across multiple channels and vendors, Meridian brings a practical operator's lens to customer experience consulting.
Built around real-world support leadership, not theory.
Focused on execution, consistency, and measurable improvement.
Designed for leaders who need a sharper read on what is actually happening inside their operation.
Next Step
Get clear on what's actually slowing your team down.
In 30 minutes, we'll identify where your operation is breaking down and whether a full audit makes sense.