Equip your contact center employees and managers to meet and exceed their targets — including customer satisfaction, first call resolution (FCR), average handle time, and more — with personalized goals, performance-driven microlearning, and continuous, gamification-powered feedback.
Learn More“In a very real way, this platform enabled agents by motivating them at a personal level to do more, do better, make changes, and grow.”
12% increase in productivity
15% increase in CSAT and FCR scores
30% reduction in early attrition“Centrical’s platform is one of the most important, top 3 platforms we use at our company right now, it’s as important if not more important than our point of sales system.“
Keep the competitive spirit alive and empower your salespeople to hit their goals with real-time visibility into sales performance, individual and team competitions, and coaching and learning in the flow of work.
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3.5x more learning participation
12% increase in sales per hour
18% increase in average order valueCentrical’s AI leverages multiple data sources — real-time performance data, manager feedback, and more — to create personalized, performance-driven learning paths that create measurable business impact from onboarding and beyond.
Learn More“Employees’ engagement in the learning process is amazing.”
Average assessment scores of 90% or higher
53% less time spent authoring learning content
50% faster onboarding
Enable your people to own their performance. Provide clarity on goals with instant feedback on progress. Recognize achievements and offer up AI-driven learning and coaching to drive continuous improvement.
Guide people with the knowledge and skills they need to succeed. Deliver AI microlearning in the flow of work to improve knowledge retention and address individual knowledge and performance gaps.
Empower managers to spend more time supporting their teams and less time digging through data with AI-powered coaching that delivers personalized performance insights, guided actions, and feedback.
Promote personal progress, connectedness, empowerment, and appreciation to motivate and retain your people with gamification, rewards, recognition, and automated feedback.
“Centrical is a gamechanger. Prior to launch, I was stagnant with my performance – stuck at the same level with no real confidence that I could improve. But the introduction of their platform brought new life into my understanding and belief that I could achieve more. I’ve earned more money than ever thought was possible, which has created an enormous impact for my family.”
“We leveraged Centrical for a significant cross training initiative for our sales organization and this platform was one of the key drivers of the program’s success. Centrical helped us achieve on time, 100% completion and we received exceptional feedback from users and managers on the learning experience.”
“Centrical helped us motivate agents and it creates a feeling of healthy competition. All this enables our operations teams to achieve their KPI goals and meet and exceed client expectations. Over the year, we have documented improvements in several KPIs and across different business units. Since we started working with this team, we have found at least one success story every month.”
In this guide, we’ll dive into some of the basics and the “why” behind performance experience methodology, how to apply it to each of the four stages of the employee lifecycle, and how Centrical acts as a partner to guide organizations through this new way of managing not just employee performance, but the experience behind it.
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Agents in the banking, financial services, and insurance (BFSI) vertical have an especially challenging role, and in times of economic downturn and increasing competitive pressure, delivering an exceptional customer experience and meeting various metrics (especially CSAT) is critical for organizational success.
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Improved knowledge retention and increased performance starts with microlearning, interval learning, and topic repetition.
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BPOs and enterprise contact centers see high turnover, and an equally high cost with business disruption. But consider this: according to one study, highly engaged employees are 75% less likely to leave their company. In this article, we’ll dive into what contributes to high attrition rates, the impact attrition has on frontline teams (and the organization), steps to take to fight turnover, and how Centrical can help.
Find out moreSee how Centrical can help your organization boost employee engagement and increase business performance.
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Dalit Sadeh
Chief Operating Officer
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Ella Davidson
VP Global HR
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Ariel Herman
VP Research and Development
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Ronen Botzer
CFO
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Linat Mart
VP, Product Management
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Daphne Saragosti
Chief Customer Officer
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Doron Neumann
CTO
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April Crichlow
CMO
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Jayme Smithers
CRO
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Gal Rimon
Founder and CEO
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