Coaching - Centrical

AI-Powered Continuous,
Effective Coaching

Scale frontline manager impact

“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.

Coaching One-Pager

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 manager 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

eBook

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.

Find out more

eBook

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.

Find out more

Blog Post

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.

Find out more