Revolutionize Frontline Team Management with Centrical

September 24th | 10:00am – 11:30am ET | Location: Virtual (Zoom)

Join our exclusive Analyst Event for an in-depth look at our latest innovations

Frontline team leaders struggle to manage and develop their teams in today’s complex landscape. Despite leaders reporting coaching is one of the top 3 priorities for supervisors (Gartner), 47% of agents are not satisfied with their manager (CMP Research). Centrical’s Team Performance Central and AI Assistant offers a comprehensive solution.

Highlights of the event:

Direct Access to Centrical Executives: Get exclusive insights into our latest innovations and strategic direction.
Early Access to Customer Case Studies: Discover how organizations like Teleperformance, JP Morgan Chase, and Ovo Energy are driving results with our platform.
Panel Discussion: Engage with customers, industry experts, and thought leaders on the future of frontline team management.
Exclusive Sneak Peek: Be among the first to experience our newest features.

Revolutionize Frontline Team Management with Centrical

September 24th | 10:00am – 11:30am ET | Location: Virtual (Zoom)

Join our exclusive Analyst Event for an in-depth look at our latest innovations

Highlights of the event:

Direct Access to Centrical Executives: Get exclusive insights into our latest innovations and strategic direction.
Early Access to Customer Case Studies: Discover how organizations like Teleperformance, JP Morgan Chase, and Ovo Energy are driving results with our platform.
Panel Discussion: Engage with customers, industry experts, and thought leaders on the future of frontline team management.
Exclusive Sneak Peek: Be among the first to experience our newest features.

Speakers

Gal Rimon

CEO at Centrical

April Crichlow

CMO at Centrical

Linat Mart

VP of Product at Centrical

Simon Harrison

Founder and Executive Partner at Actionary

Jojo Pacis

Chief Transformation Officer, US and CA at Teleperformance

Liz Pope

Customer Experience and Improvement Manager at Capita

Melissa Chang

Senior Director of Customer Success

Revolutionize Frontline Team Management with Centrical

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.”