Meet the AI Assistant for Frontline Managers

Watch On-Demand

Frontline team managers struggle to gain a unified view of their team’s performance across multiple channels and systems. This fragmented data landscape makes it hard to uncover insights, making it challenging to take timely actions to address performance gaps and effectively develop their teams.

Centrical’s newest capabilities, Team Performance Central and AI Assistant for Team Leaders empowers managers to make informed decisions, optimize team efficiency, and enhance customer experience.

Watch our latest webinar on-demand for a sneak preview of our latest features designed to give time back to managers and help them effectively coach and develop their teams.

What we will cover:

Key challenges faced by frontline managers
How Centrical makes it easy to view and act on performance insights
How Centrical AI guides managers with personalized coaching recommendations

Meet the AI Assistant for Frontline Managers

Watch Recording

Watch On-Demand

Centrical’s newest capabilities, Team Performance Central and AI Assistant for Team Leaders empowers managers to make informed decisions, optimize team efficiency, and enhance customer experience.

Watch our latest webinar on-demand for a sneak preview of our latest features designed to give time back to managers and help them effectively coach and develop their teams.

What we will cover:

Key challenges faced by frontline managers
How Centrical makes it easy to view and act on performance insights
How Centrical AI guides managers with personalized coaching recommendations

Speakers

Ian Chappell

Director of Consulting (International) at Centrical

Amy Cardno

Connections Manager at OVO

Meet the AI Assistant for Frontline Managers

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.”