Keeping customers happy, while managing complex processes and compliance regulations is a challenge. Elevate the associate experience to enable your frontline customer service, collections, and branch teams to build customer loyalty with every interaction. Empower associates to own their success, while ensuring quality and compliance with real-time performance feedback, AI-powered coaching, and personalized learning.
Increase in Resolution Rate
Reduction in Early Attrition
Increase in CSAT
“Employees’ engagement in the learning process is amazing.”
Neomie Rothnie
QA Manager, Customer Care Payoneer
FEATURES>
Leverage operational data to provide employees real-time performance visibility and make KPIs actionable with connected learning and coaching.
Mitigate risk, improve resolution rates, and maximize selling opportunities with performance-driven microlearning.
Support stronger, empathetic supervisor and associate coaching conversations with AI-powered coaching insights and recommendations that make coaching efficient and timely.
Inspire and motivate employees to improve performance and engage with training through competitions, dynamic leaderboards, milestone badges, rewards and recognition.
CUSTOMER STORIES>
Payoneer’s customer care associates must be aware of changing regulations in financial services. As a global team providing round-the-clock support, daily-face-to-face briefings were impractical. It heightened risks and the potential for non-compliance. With Centrical, Payoneer cut the time to create new learning items in half and boosted compliance and post-learning assessment scores.
A top-tier consumer financial services company operates several global facilities for training its customer support personnel. It wanted to both shorten training time and ensure it achieved desired behaviors from employees. The company found Centrical lets them leverage performance data to fine-tune the training needs of each employee. The results were phenomenal.
Agents in the banking, financial services, and insurance (BFSI) vertical have an especially challenging role, and in times of economic downturn and increasing competitive pressure, delivering an exceptional customer experience and meeting various metrics (especially CSAT) is critical for organizational success.
Find out moreBPOs and enterprise contact centers see high turnover, and an equally high cost with business disruption. But consider this: according to one study, highly engaged employees are 75% less likely to leave their company. In this article, we’ll dive into what contributes to high attrition rates, the impact attrition has on frontline teams (and the organization), steps to take to fight turnover, and how Centrical can help.
Find out moreSince 2019, consumer debt has vastly increased – as has the number of debtors. This growing number of debtors (consisting of both consumers and businesses), as well as new regulations in some parts of the globe, has increased the need for an efficient, optimized, and productive debt collection workforce, with increased scrutiny on evaluating collections trends (performance, productivity, etc.) on both a micro and macro level.
Find out moreDalit Sadeh
Chief Operating Officer
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Ella Davidson
VP Global HR
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Ariel Herman
VP Research and Development
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Ronen Botzer
CFO
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Linat Mart
VP, Product Management
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Daphne Saragosti
Chief Customer Officer
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Doron Neumann
CTO
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April Crichlow
CMO
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Jayme Smithers
CRO
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Gal Rimon
Founder and CEO
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Find out how you can deliver better customer experiences in this one-pager
Learn what’s possible with Centrical’s Performance Management Platform
Learn how you can leverage Centrical’s Coaching capabilities to scale frontline manager impact.
See how Centrical Boosts Contact Center Agents’ Performance
See how Centrical Boosts Sales Performance
Learn how you can keep your frontline emotionally connected, motivated, and productive, wherever they work.
Learn all about Gamification and how you can benefit from it to proactively engage your frontline, from anywhere.