Centrical Select Awards

Celebrating organizations that are transforming the employee experience. The wait is over! The 2024 Centrical SELECT Award winners have been announced—take a look below!

  • The Scholar

    Winner: Arise Virtual Solutions 

    Arise, a leading call center outsourcing solutions provider, has redefined agent readiness with a structured, dynamic onboarding and certification process. Their innovative approach ensures agents are fully prepared to meet client needs while setting a new standard for excellence in virtual customer support. 

    Key Program Highlights: 

    • Competency Validation: Arise certifies agents by validating core competencies before assigning them to customer accounts, ensuring readiness for the complexities of each client’s needs. 
    • Personalized Learning Paths: Adaptive learning technology delivers tailored content based on agent performance and progress, building confidence and ensuring each agent is fully prepared. 
    • Real-Time Insights: Using advanced analytics, Arise monitors agent progress, quickly identifies learning gaps, and takes corrective action to keep agents on track. 
    • Simulation-Based Training: Hands-on simulations provide agents with realistic scenarios, fostering skill mastery and better preparation for real-world challenges. 
    • Continuous Feedback Loop: Arise gathers valuable learner insights through surveys at multiple points in the certification process, enabling continuous refinement of training materials.


    Arise’s innovative approach led to faster, more effective training processes, enhanced client satisfaction, and a culture of continuous improvement. By leveraging advanced technology and real-time data, Arise ensures agents are fully prepared, setting a new standard in agent training and development. 

    Are you looking to redefine agent readiness and performance?
    Watch our video blog to see how Arise achieved success with their innovative approach.

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    The Scholar award celebrates an organization that has implemented a hyper-engaging learning solution and fostered a culture of continuous development. Their commitment to employee upskilling significantly impacts time-to-proficiency and equips employees to be agile and successful as they grow in their careers.

    This year’s finalists:

    Capita
    SVS Vision
    Woolworths
  • The Gamechanger

    Winner: Purpose Financial (Advance America)

    Purpose Financial, the parent company of Advance America, has redefined employee engagement in the financial services industry with its groundbreaking gamification platform, powered by Centrical. By turning routine tasks into interactive challenges, Purpose Financial (Advance America) has empowered its managers along with field, call center and collection agents across more than 800 U.S. branches to excel, boosting productivity, motivation, and team cohesion. This approach has created a thriving culture of growth and recognition, making Purpose Financial (Advance America) a leader in employee engagement innovation. 

    Key Program Highlights: 

    • Revolutionized Field Agent Engagement: Seamlessly combined performance tracking with gamification, creating a centralized hub for personal and team goals. 
    • Boosted Motivation and Retention: Transformed routine tasks into engaging and rewarding experiences, reducing turnover and fostering a high-energy work environment. 
    • Managerial Impact: Equipped managers with actionable insights to facilitate more impactful coaching and celebrate employee achievements in real time. 
    • Cultural Transformation: Cultivated a workplace culture where every employee feels valued, recognized, and motivated to achieve their best. 
    • Performance Uplift: Achieved measurable improvements across key metrics, reflecting a workforce inspired to continually grow and succeed. 


    Purpose Financial’s gamification journey is a testament to the power of innovation in driving employee engagement. Their pioneering efforts earned them the Gamechanger Award, recognizing their leadership in fostering purpose-driven work experiences that inspire excellence.     

    Curious how gamification can impact your sales performance and engagement?

    Learn More

    The Gamechanger award recognizes an organization that has revolutionized employee engagement by being a pioneer of gamification. By turning routine tasks into interactive experiences, this organization reduces turnover and continues to keep its workforce motivated.

    This year’s finalists:

    Cognizant
    Insurance Australia Group
    Lincare Holdings
  • The Nurturer

    Winner: Teleperformance Samsung 

    Teleperformance Samsung earned The Nurturer Award for its pioneering approach to employee well-being, leveraging Centrical to foster a workplace where employees feel supported, valued, and connected. By prioritizing employee experience, Teleperformance Samsung created an inclusive work environment that drives both employee satisfaction and customer success.

    Key Program Highlights: 

    • Daily Wellness Checks: Centrical enables team leaders to assess individual and team well-being through daily wellness checks, fostering timely support and meaningful conversations that make employees feel acknowledged and valued. 
    • Centralized Coaching and Transparent Feedback: Centrical enables leaders to track and log coaching sessions, ensuring equal attention to all team members. By making performance data actionable and transparent for both employees and supervisors, it fosters trust, promotes fairness, and empowers improvement. 
    • Holistic Performance Evaluation: By integrating behavioral insights into KPIs, Centrical balances input and output, ensuring inclusivity and recognizing every talent. This fosters a sense of trust and accountability among employees. 
    • Enhanced Collaboration and Culture: Insights from KPIs and wellness checks strengthen team collaboration while Centrical connects employees to leaders, management, and the organization, reinforcing a unified, supportive workplace culture. 
    • AI-Driven Leadership Support: Centrical serves as a copilot for leaders, offering AI-driven recommendations for coaching and performance management, enabling leaders to focus on meaningful conversations instead of administrative tasks. 


    By combining innovative tools and a people-first approach, Teleperformance Samsung achieved a best-in-industry NPS of +70. Their pioneering efforts in employee well-being and engagement earned them The Nurturer Award for setting a new benchmark in hybrid work excellence.

    Want to learn how Teleperformance Samsung put people first to create a thriving workplace?
    Read the blog to see how they used Centrical to nurture employee success.

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    The Nurturer award honors the organization that takes a people-first, holistic approach to employee well-being, by fostering a workplace where employees feel supported, valued, and connected. Their commitment to safety, health, and wellness has built a positive environment where people not only work – but thrive.

    This year’s finalists:

    Blake Collections
    Currys
  • The High-Performer

    Winner: Capita Experience 

    Capita Experience transformed performance management by leveraging Centrical to deliver real-time, personalized insights that empower employees and leaders to excel. Their innovative use of data-driven tools improved operational efficiency and elevated business outcomes across their organization. 

    Key Program Highlights: 

    • Achieving Efficiency Goals: Capita reduced Average Handle Time (AHT) by 9.9% while improving First Contact Resolution (FCR) across all customer payment lines, showcasing a remarkable balance of speed and quality. 
    • Enhanced Manager Productivity: Centrical freed up to 1.5 hours per week for team managers by consolidating workflows and providing actionable insights, enabling them to focus on coaching and supporting their teams more effectively. 
    • Improved Collaboration and Engagement: Centrical brought Capita’s teams closer together by centralizing communications and engagement through learning missions. By using missions for all updates and announcements, employees stayed aligned and connected, fostering collaboration and a cohesive work environment across departments and remote teams.  
    • Recognizing Excellence: Capita leveraged Centrical’s insights to identify high achievers, using them as peer coaches while offering rewards and recognition, creating a culture of performance excellence and collaboration. 
    • Integrated Onboarding and Training: Capita embedded onboarding into Centrical from day one, fostering engagement and accelerating readiness, enabling new hires to deliver exceptional customer experiences immediately. 


    Capita’s data-driven approach empowered employees and managers to achieve personal bests while driving significant business success. Their commitment to innovation and holistic improvement earned them the High Performer Award. 

    Want to see how Capita transformed performance management with Centrical?
    Watch our video blog to explore their journey and discover how personalized insights can drive success. 

    Watch Now

    The High-Performer award recognizes an organization that has unlocked personalized, real-time, performance management at scale. With data-driven insights at their fingertips, employees and leaders are empowered to achieve personal bests, driving business success across the enterprise.

    This year’s finalists:

    Ascensos
    Cellular Sales
    Konecta FSM
    Swisscom (Schweiz) AG
  • The Captain

    Winner: Wix.com 

    Wix.com has set a new standard for leadership and team development by leveraging Centrical to empower its managers and enhance team performance. With a strong focus on coaching and streamlined management processes, Wix has created a scalable, impactful approach to driving excellence. 

    Key Program Highlights: 

    • Exceptional Coaching Adoption: Over 70% of managers activated Centrical’s coaching feature immediately upon launch, showcasing a company-wide commitment to equipping leaders with the tools needed to support and grow their teams. 
    • Transparency Across Teams: Centrical centralized data and processes, providing visibility into KPIs for both managers and customer-facing employees. This alignment fosters clarity and ensures everyone operates from the same information. 
    • Integrated Management Processes: By embedding day-to-day workflows, including Dsat, Handover, and Feedback, into Centrical, Wix streamlined operations, reducing inefficiencies caused by fragmented tools and improving time management for leaders. 
    • Adaptable Change Management: To ensure adoption, Wix engaged managers at every step, aligning expectations and fostering excitement for a tool that simplified their day-to-day tasks. This proactive approach resulted in improved engagement and alignment across teams. 
    • Commitment to Continuous Improvement: Wix is actively expanding its use of Centrical, aiming to integrate additional workflows and enhance reporting features, empowering managers and their teams with actionable insights for sustained success. 


    Through their innovative use of Centrical, Wix has empowered its leaders to excel in coaching and performance management, setting a benchmark for excellence in leadership. 

    Want more details on how Wix transformed redefined coaching and team performance management with Centrical?
    Watch our video blog to explore their journey further. 

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    The Captain award celebrates an organization that has mastered leadership and coaching. By empowering managers with the right tools and streamlined processes, they create scalable employee management strategies that drive growth, development, and performance across the team. 

    This year’s finalists:

    Dynata
    Sun Life Global Solutions
    TIAA

  • The Innovator

    Winner: IHG Hotels and Resorts 

    IHG Hotels and Resorts, a global hospitality leader, transformed frontline engagement and loyalty through its innovative IHG Climb initiative. By directly empowering frontline colleagues, IHG enhanced guest experiences, elevated key loyalty metrics, and created a sense of pride and connection among team members. 

    Key Program Highlights: 

    • Direct Frontline Empowerment: Addressed communication gaps between Corporate and General Managers, directly engaging frontline champions to drive loyalty initiatives. 
    • Focus on Key Metrics: Prioritized Enrollment Efficiency and Loyalty Recognition to boost guest loyalty and create meaningful connections with IHG One Rewards members. 
    • Engaging Missions: Created hundreds of missions to deepen frontline colleagues’ understanding of loyalty programs and build their advocacy for IHG. 
    • Results Delivered: Achieved significant improvement in Loyalty Recognition and Enrollment Efficiency, driving direct guest bookings and guest retention. 
    • Strengthened Team Loyalty: Reduced turnover by fostering pride in the brand and engagement with training, building a stronger, more connected workforce. 


    Since IHG Climb’s launch in November 2023, this groundbreaking initiative has exemplified IHG’s commitment to innovation and set the bar for excellence in hospitality engagement and loyalty. 

    Want to achieve similar results?
    Watch our video blog to see how IHG Climb is transforming loyalty and engagement.

    Watch Now

    The Innovator award recognizes the organization that has embraced a bold and forward-thinking vision, leveraging the Centrical platform in creative ways to achieve outstanding results.

    This year’s finalists:

    Bread Financial
    Foundever Brasil
    Teleperformance Alpha
  • Individual – The Visionary

    Winner: Liz Millington

    Head of Digital Transformation, Ascensos 

    Liz Millington has redefined frontline success by balancing advanced technology with a people-first approach, driving measurable transformations for clients like Selfridges and John Lewis. Her leadership has elevated learning and performance strategies, creating significant business impact and cultural change. 

    Key Achievements: 

    • Empowering Frontline Teams: Leveraged Centrical’s gamification, real-time feedback, and personalized learning journeys to engage employees and improve key metrics like average handling time, quality, and adherence. 
    • People-First Approach: Focused on embedding Centrical into daily operations, aligning technology with employee needs to foster a culture of continuous learning and development. 
    • Stakeholder Collaboration: Partnered with managers to set clear goals, train leaders on the platform’s potential, and ensure seamless adoption across organizations. 
    • Data-Driven Optimization: Established feedback loops and monitored real-time data to refine strategies, enhancing employee performance and customer satisfaction. 
    • Cultural Transformation: Enabled a shift in workplace culture by aligning technology, leadership, and employee experience to achieve sustained improvements in engagement and operational excellence. 


    Liz’s innovative strategies and commitment to collaboration have inspired transformative outcomes, making her a true visionary in frontline leadership and a deserving recipient of the Visionary Leadership Award.  

    The Visionary award honors an extraordinary leader whose innovative strategies have redefined the success of frontline teams. By empowering employees to surpass their potential, they have driven measurable outcomes in engagement, productivity, and performance. Their forward-thinking vision continues to inspire a culture of excellence across the organization.

    This year’s finalists:

    Amina Bendahmane – Majorel Global OPS
    Natasha Scott – IHG Hotels and Resorts
    Sonia Brant Mullins – Arise Virtual Solutions
  • Individual – Employee Experience Champion of the Year

    Winner: Michelle Goldsberry

    Sr. Business Integration Specialist, Purpose Financial 

    Michelle has redefined employee experience through her unwavering commitment to fostering a culture of engagement, performance, and growth. Her innovative leadership and dedication have turned the workplace into a dynamic environment where employees feel valued, supported, and empowered to succeed. 

    Key Achievements: 

    • Exceptional Performance Gains: Michelle’s strategic efforts drove a 163% increase in individual new money contributions, a 134% rise in calls handled, and a 106% boost in productivity, setting new benchmarks for excellence. 
    • Engagement Excellence: Through collaboration with team leaders, Michelle achieved engagement rates nearing 100%, creating a culture of high performance and personal growth. 
    • Interactive Learning and Motivation: She designed competitions and interactive learning experiences that not only inspired teams to excel but also cultivated a desire for continuous improvement, with team members consistently asking for more. 
    • Creative Leadership Initiatives: Michelle developed engaging strategies to align team goals with organizational priorities, sparking motivation and ensuring alignment across functions. 
    • Values Ambassador: As a recognized ‘Values Ambassador,’ Michelle embodies Purpose Financial’s core values, fostering a positive, results-oriented workplace culture. 


    Michelle’s remarkable achievements set a gold standard for how employee experience can drive both individual and organizational success. 

    The Employee Experience Champion of the Year award celebrates an individual whose deep commitment to elevating the employee experience has transformed the workplace into a dynamic environment where employees feel valued, supported, and empowered to succeed.

    This year’s finalists:

    Amy Cardno – OVO Energy
    Shazia Elias – Currys
  • Individual – Creative Content Pioneer

    Winner: Izabella Mendes

    Learning Designer, Foundever Brasil

    Izabella pushed the boundaries of content creation to develop engaging, impactful learning solutions for the Technical Operations team at Foundever Brasil. Focused on improving client communication, she incorporated creative strategies to embed soft skills into situational and theoretical activities, helping the team think critically and practice these essential skills. 

    Key Achievements: 

    • Soft Skill Development: Designed situational and theoretical activities for the Technical Operations team to enhance communication with clients, ensuring learners could think critically about soft skills and apply them in practical scenarios. 
    • Interactive Learning Solutions: Built a wide range of engaging content, including infographics, SCORM-format escape rooms, interactive PDFs, multiple-choice quizzes, open-answer quizzes, and supervisor evaluations to track learner progress. 
    • Creative Content Formats: Delivered podcasts featuring leaders discussing expectations, animated interviews with high-performing agents sharing best practices, and other engaging learning formats like horoscopes, minigames, and monthly newsletters styled as newspapers. 
    • Driving Engagement: Beyond gamified rewards and a points system, the program emphasized content that resonated deeply with learners, keeping them wanting to come back for more. 
    • Starting from within to Foster Humanized Service: Focused on creating a more humanized customer service experience by equipping the Technical Operations team with the skills and tools to better connect with customers.


    Through these innovative efforts Izabella exemplifies how creative content can go beyond traditional strategies to inspire, engage, and drive exceptional results. Her forward-thinking approach to employee development has set a new benchmark in transforming workplace learning. 

    The Creative Content Pioneer award recognizes an individual who has pushed the boundaries of creativity and innovation in content creation. With a keen understanding of their audience, they consistently deliver engaging, high-quality content that both informs and inspires. 

    This year’s finalists:

    Laurent Ricour – Konecta FSM
    Lindsey Andrews – Lincare Holdings
    Lurey Mar Timbal – Teleperformance Philippines
  • NEW! Power Up Player of the Year

    Congratulations to our Power Up Players of the Year! These individuals fully immersed themselves in the Power Up community, consistently learning, sharing best practices, and raising the bar for Centrical platform administrators. Their active contributions drove Power Up community growth and success, setting a new standard of excellence.  

    James Moore – Konecta France
    Mike Perez – Teleperformance Mexico
    Shawn Paul – Conduent
    Scott Forwell – British Gas
    Iuliana Tampau – Concentrix x Webhelp 
    Merrill Gobetz – Bread Financial 
    Andrea Burns – Top 5 Global Financial Services Company
    Matthew-Lee Harrison – Capita 
    Boris Torres – Concentrix x Webhelp 
    Gwendolynn Thandeka Tyatyantsi – Top 5 Hospitality Brand

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