Case Studies

Credit union supercharges new hire learning engagement

Credit union employees must comply with regulations and be able to explain products. For new hires this means a lot of learning, making sustaining engagement throughout onboarding a challenge. A Centrical solution for onboarding helped a leading credit union focused on the educational community get extreme learning engagement levels and completion rates. It delivered another benefit; all employees used it to refresh their knowledge

85% Completion rates

“We envisioned only new employees as users. Surprisingly, many of our veteran employees went into the platform and completed all the levels, refreshing their knowledge.”

Tracy D. Learning & Development Manager

Building a culture of learning from day one

The feedback new employees provided on their onboarding experience with this California based Credit Union was not good. This was evident by results too. When courses were completed, it wasn’t on time and completion rates on learning materials were never as required. Management needed to monitor progress of the new hires meeting their goals.

It sought a capability that provided user-friendly course content development; tracking of progress, completion, benchmarking and scores; alerts to new hires to complete training, to managers or administrators events; single sign-on, and integration with existing systems, like payroll management.

Centrical met all those needs plus devised a game narrative that enhanced engaging with and completion of training during onboarding. An additional factor in choosing Centrical was its consultative approach to the implementation and the strengths of its customer success team. “Beyond just getting a platform, we got best practices and the evident experience gained by the Centrical team from implementations similar to our own.” said Tracy D. Learning & Development Manager at the credit union.

ROI was apparent from day #1. The Centrical solution drove engagement in learning activities up to 85%. “ We originally envisioned that only new employees would use the system for onboarding, but we didn’t restrict its use by existing employees” said Tracy. “What happened next was surprising: many of our veteran employees went into the platform out of curiosity. most of them were so excited by the experience that they went ahead and completed all the levels, refreshing their knowledge.”

“Our internal feedback surveys show that people are very pleased with the project. They state feeling it is helping them be more effective at work” sums Tracy. “We also managed to increase, through the reporting module, management’s awareness and involvement in promoting knowledge training to employees. This is how we truly create a culture of continuous learning”

Credit union supercharges new hire learning engagement

Building a culture of learning from day one

“CX leaders should stop isolating contact centers from other departments. Customer experience is increasingly cross-functional. In 2025, integrating CX insights across the organization will be critical to delivering seamless and cohesive experiences.”

“To start, give customers a choice: digital or live support. And if they go digital first and can’t get what they want, make it super-easy for them to connect to a live agent.”

“Knowledge Management: It is not exactly underrated but it will be bigger than what it is in 2025. Vendors are likely to boost R&D investment in knowledge management for contact centers in 2025.”

“Human-centered AI, where AI is used not just to automate and drop money to the bottom line, but used to service up insights to support team members and delight customers. I see generative AI with conversational context and tonal analysis as pretty critical here.”

“The myth that technology/AI is a quickly implemented CX superpower. Companies will realize that we can’t harness a lot of these gains without quality data that is clean and well-organized.”

“By 2025 the buzzword omnichannel may be on its’ last leg.  Customers want their issues resolved quickly and accurately and they would prefer not to need to contact us in multiple channels that we can see at one time.”

“For 2025, the main trend I’m watching is ‘AI agents’—bots powered by AI that are becoming more autonomous. Unlike basic responses, these AI agents can handle end-to-end customer interactions, reducing the need for human intervention. Expect significant developments from vendors.”

“Stop talking about AI. It’s like talking about the internet being a thing. It’s here. The better focus is start thinking about how AI enhances the lives of your team. So stop talking about AI and start doing something about it.”

“AI and CX will drive hyper-personalization, using consumer data to segment customers, deliver key messages, and provide fast, accurate responses. Technologies like chatbots and predictive analytics will close the gap between brands and consumers.”

One myth that will be debunked in 2025?: “Customers are on the edge of their seat waiting to hear what you have to say. We need to learn about what’s important to customers by asking more questions.”

Credit union supercharges new hire learning engagement

Building a culture of learning from day one

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