WFH Hurts Contact Center Productivity – Here’s How to Fix It
Having contact center agents continue to WFH is more than reasonable. Continuing to accept less...
Boost Motivation with Virtual Stores
Employees will be motivated to complete learning exercises, hit their KPIs, and more when they're able to redeem points accumulated through those efforts for rewards found in virtual stores.
Resource Center
Our Differences Make Us Stronger
Gal Rimon, Centrical's Founder & CEO, believes a diverse organization is a better one, a...
3 Lessons Learned During COVID-19 By 2 Learning & Development Pros
There’s continuous adaptation and innovation to deal with the COVID-19-related disruptions to training activities. To...
Why Difficult Customers Are the Customers You Want
I was wrapping up a phone call with an insurance company customer. We were discussing...
Working From Anywhere Requires Employees To Perform From Anywhere
In this commentary, originally appearing in Forbes, Gal Rimon, Centrical's CEO, shares that conversations he's...
Adjusting Your L&D Plan During a Crisis: A 4-step Process
According to Training Industry research, strategic alignment is the most important process capability of great...
Customer Karma is What You Make It
Karma has been described as, “…that what goes around comes around.” Even though I’m a...
Finding the Silver Lining
Bill Kahn, Centrical's VP, Customer Success, Americas, sat down with four people involved in their...
Your employees are working from home. Now what?
It will be just fine if I don’t read another joke about business casual pajamas...
Don’t Forget the ‘Accidental Managers’ During a Crisis
Across the contact center industry it’s often the case that team leaders are first-time managers....
Why Football's Huddle Is So Important Now
Before the pandemic, my organization, like yours, had a rhythm, a cadence. We had a...
Your Team Leaders Are Crucial To Your Customer Experience
It’s your team leader who can make all the difference in turning a customer-centric strategy...