Boosting the Frontline Pre-boarding and Onboarding Experience

Watch recording

Your newly hired frontline employees might be new to working at a contact center, potentially making the onboarding process both intimidating and overwhelming. New hires (especially remote employees) might find it difficult to know where to go for support. And that support is key – without it, even the most capable, hardworking new hires will drive down quality and service levels, decrease overall efficiency, and cause costly early attrition. This is why frontline organizations must implement performance experience strategies before and during onboarding.

Watch our latest webinar to learn how to set new hires up for long-term success by reinforcing learning through AI-powered, targeted microlearning, knowledge checks, and more.

What we will cover:  

How to get frontline employees on board before they join the organization
Streamlining the onboarding process for new hires (and preventing early attrition) 
Leveraging AI and gamification to ensure employees retain their training and learning and have the competencies and confidence they need

Boosting the Frontline Pre-boarding and Onboarding Experience

Watch Recording

Watch recording

Watch our latest webinar to learn how to set new hires up for long-term success by reinforcing learning through AI-powered, targeted microlearning, knowledge checks, and more.

What we will cover:  

How to get frontline employees on board before they join the organization
Streamlining the onboarding process for new hires (and preventing early attrition) 
Leveraging AI and gamification to ensure employees retain their training and learning and have the competencies and confidence they need

Speakers

Sierra Bromley

Customer Success Manager at Centrical

Boosting the Frontline Pre-boarding and Onboarding Experience

About Centrical

“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.”

“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.”