New Era of Performance Management for the Frontline

Watch Recording

Shattering the Illusion

When it comes to performance management for frontline teams, are you checking in with your people – or simply checking boxes? Today’s performance management has potential for so much more and you can hear all about it at our upcoming webinar. Discover a whole new era of performance management, an employee performance experience – one that inspires and empowers your frontline employees to excel!

What You’ll Learn

The latest strategies and tools transforming frontline employee performance management
How the right mix of technologies can engage and empower your workforce
How to bring it all together in an authentic and impactful employee performance experience

Who You’ll Hear From

- April Crichlow, Chief Marketing Officer, CentricalWith over 20 years of global tech experience, April also pioneers our next-gen platform for employee engagement and performance management.
- Nate Brown, Co-Founder, CX AcceleratorLover of all things customer, Nate dedicates his energy and expertise to shaping and motivating the next generation of customer experience professionals.
- Martin Teasdale, Founder and Host, Get out of Wrap (GOOW)
  Passionate about elevating the skills of contact center professionals, Martin inspires and engages the community through his podcast, LinkedIn Live show, and online network.

New Era of Performance Management for the Frontline

Watch Recording

Watch Recording

Shattering the Illusion

What You’ll Learn

The latest strategies and tools transforming frontline employee performance management
How the right mix of technologies can engage and empower your workforce
How to bring it all together in an authentic and impactful employee performance experience

Who You’ll Hear From

- April Crichlow, Chief Marketing Officer, CentricalWith over 20 years of global tech experience, April also pioneers our next-gen platform for employee engagement and performance management.
- Nate Brown, Co-Founder, CX AcceleratorLover of all things customer, Nate dedicates his energy and expertise to shaping and motivating the next generation of customer experience professionals.
- Martin Teasdale, Founder and Host, Get out of Wrap (GOOW)
  Passionate about elevating the skills of contact center professionals, Martin inspires and engages the community through his podcast, LinkedIn Live show, and online network.

Speakers

Martin Teasdale

Founder and Host, Get out of Wrap (GOOW)

Nate Brown

Co-Founder, CX Accelerator

April Crichlow

Chief Marketing Officer, Centrical

New Era of Performance Management for the Frontline

Shattering the Illusion

Shattering the Illusion

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.”