“Centrical makes it extremely easy to quickly determine who our managers should coach next. This is especially important in a virtual environment when they need to constantly communicate with their team.”
Director Reservation Operations, Global Hospitality Brand
Boost performance with empathetic & effective coaching
Your frontline managers play a critical role in the performance of your teams. Poor managers drive down employee engagement and productivity and can spoil even your best attempts to fight attrition.
Centrical leverages augmented intelligence to eliminate the administrative burden of coaching, empowering frontline managers to connect at a deeper level and enabling their frontline teams to thrive.
BENEFITS
Coach for Success
Make every coaching moment count
Guide managers with everything they need to coach effectively through consistent and actionable scheduled conversations and daily AI-driven insights to coach in the moment of need.
Turn insights into guided action
Enable managers to provide the right support at the right time with coaching templates, integrated quality evaluation forms, targeted challenges, contextual learning, and virtual conversations.
Expand the coaching network
Scale manager effectiveness by leveraging the power of your network. Promote and reward knowledge sharing to build a community of experts.
Balance accountability with autonomy
Enable your people to own their success with visibility into individual and team performance, targeted microlearning, and clear career pathways that support ongoing development.
FEATURES
Transform your frontline managers
to build high performing teams
Continuous feedback
Provide just-in-time support and close the feedback loop. With Centrical managers can:
- Initiate a performance conversation around a specific KPI (CSAT, FCR, Quality, Conversion Rate)
- Send a guided coaching action to create a dialogue around performance (e.g., what obstacles are getting in the way)
- Trigger a personal challenge (improve by 10% by next week)
- Assign a learning mission to help their teams exceed their goals and grow
Scheduled Coaching
Save managers’ time prepping for scheduled coaching conversations and make the most of every coaching session with quick access to performance data from across your operational systems and integrated quality evaluation forms. Follow up with guided coaching actions, learning missions, and performance challenges.
AI-triggered performance insights
Focus managers on performance outliers with daily insights around performance drops in addition to wellbeing indicators to that support empathetic leadership.
Recognition
Never miss an opportunity to celebrate success with daily recognition insights and manger awarded kudos and badges.
Analytics
Analyze team trends in performance, engagement, learning, and wellbeing to better support every individual.
Trusted by leading enterprises:
Featured resources
11 Ways to Create a Culture of Coaching in the Contact Center
Your contact center employees need their managers to be at their best. This requires performance consistency across teams. Learn how to help managers better coach to drive employee performance and learning.
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A New Era of Knowledge Sharing: Making Employee Contributions Count
With the rise of new technology, data-led initiatives, artificial intelligence, and machine learning, businesses can increasingly harvest knowledge in ways that weren’t possible in the past, driving more value. So, how best to do this? This thought leadership explores this question.
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Turn Cancel Culture into a Coaching Culture
Coaching should be central to business operations – it supports talent acquisition and retention, boosts employee engagement, and even improves customer service.
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Microsoft Case Study: Using Gamified Performance and Learning to Drive Call Center Agents
Take a look at Microsoft’s Case Study discussing how gamification improves learning and performance in the call center.
Find out moreUnleash the full potential of your workforce
Request a demo to see for yourself how Centrical drives employee engagement, performance, and growth knowledge for the world’s leading organizations.
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