Onboarding Transformed: How Arise Optimizes Frontline Learning for Performance & Retention

Watch On-Demand

Effective onboarding and training of frontline employees is critical to organizational success. Almost 90% of organizations say personalized and adaptive onboarding is a high or moderate priority in 2025, the Brandon Hall Group™ HR Outlook Study shows.

The question is: how can organizations be successful with frontline onboarding? This webinar explores how Arise, a provider of virtual customer service solutions, transformed its approach to agent readiness through a structured, dynamic onboarding and certification process.

Leveraging Centrical’s innovative AI-driven platform, Arise implemented competency-based certification, personalized learning paths and real-time analytics to dramatically improve time-to-proficiency while reducing attrition.

Watch our latest webinar on-demand featuring Sonia Brant, VP of Learning Design & Delivery from Arise, William Perico Neto, Senior Customer Success Manager from Centrical and Claude Werder, Senior VP and Principal Analyst from Brandon Hall Group™, to discover actionable strategies for optimizing your frontline workforce training, regardless of industry.

You will learn:

How competency-based certification and AI-driven personalized learning paths can reduce time-to-proficiency and improve retention for frontline employees
Strategies for implementing simulation-based training and real-time analytics to identify skills gaps and drive continuous improvement
How these innovative onboarding approaches can be adapted across various industries, including retail, banking, healthcare, and hospitality
Actionable insights to build a business case for transforming your organization’s frontline

Onboarding Transformed: How Arise Optimizes Frontline Learning for Performance & Retention

Watch On-Demand

You will learn:

How competency-based certification and AI-driven personalized learning paths can reduce time-to-proficiency and improve retention for frontline employees
Strategies for implementing simulation-based training and real-time analytics to identify skills gaps and drive continuous improvement
How these innovative onboarding approaches can be adapted across various industries, including retail, banking, healthcare, and hospitality
Actionable insights to build a business case for transforming your organization’s frontline

Speakers

Claude Werder

Senior VP and Principal Analyst, Brandon Hall Group

Sonia Brant

Vice President, Learning Design & Delivery, Arise

Will Perico Neto

Senior Customer Success Manager, Centrical

Onboarding Transformed: How Arise Optimizes Frontline Learning for Performance & Retention

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.”