Dramatically improve the employee experience for your reservations and service desk agents by making learning and engagement fun. Provide leaders instant visibility into team performance across a wide range of KPIs to provide actionable AI-driven coaching recommendations.
“We found that by letting agents know what their goals and results are, supporting them with on-the-job training and coaching, and recognizing their efforts, they help us drive improvement.”
Request your personalized demo today to see for yourself how Centrical drives engagement, performance, and growth for the world’s leading hospitality brands.
Improve key metrics such as sales and loyalty conversion, adherence, quality, FCR, and CSAT by gamifying performance and addressing knowledge and performance gaps in the moment of need. Drive ongoing motivation to improve and keep teams engaged and at peak performance with rewards and recognition.
Increase sales conversion, loyalty program enrollment opportunities, and upgrades, with personalized microlearning. AI-enabled content creation makes it easy to always keep content and communications fresh, relevant, and delivered at the right time.
Provide immediate feedback and manager support. Empower supervisors to spend more time providing feedback, action items, and support to their teams by streamlining the coaching prep process and consolidating performance, engagement, wellness, and learning data. Build stronger, empathetic supervisors and associate connections with tools to make coaching more consistent and effective, including AI-powered coaching insights.
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Teleperformance, a global leader in digitally integrated business services, such as customer acquisition, customer care, technical support, and debt collection, among others, wanted to have its customer service agents and supervisors more engaged in their work, handle their responsibilities more effectively, increase the satisfaction of their clients, and achieve better results.
With Centrical, short-term absenteeism shrunk by 6% and continues. In addition, in the past when new employees were onboarded, Webhelp would see a drop of 5-6% in customer satisfaction and performance metrics as employees transitioned into their roles. Now, with Centrical there is hardly any decline and employees’ ramp-up and become productive twice as fast.