Are You Treating Your Frontline Employees Like Talent or Robots?

Your agents shouldn’t operate like bots, simply reading off scripts and rigidly following processes. When a customer’s issue doesn’t fit neatly into the playbook, agents need the autonomy and critical-thinking skills to respond thoughtfully and effectively.

IHG’s Journey to Accelerating Loyalty Performance

Transforming Team Engagement and Training with Gamification to Win the 2024 Innovator Award

Capita Experience’s Formula for Performance Excellence

Unlocking Gamification and More to Earn the 2024 High Performer Award

How Teleperformance Samsung’s People-First Approach Boosted NPS and Employee Well-Being

Celebrating Teleperformance Samsung’s People-First Culture

Why Employee Engagement Is a Critical Tool for Talent Management

People are a company’s most important asset, and organizations are always looking for ways to maximize their workforce.

What Makes Good Employee Engagement Software?

A good platform can help keep employees engaged, monitor their job satisfaction levels, and gather meaningful feedback from in-person, remote, and hybrid employees in companies of all sizes and industries.

What Are the Five Cs of Leadership and Team Accountability?

What Are the Five Cs of Effective Teamwork?

Organizations rely on effective teamwork in today’s highly competitive business environment.

Optimizing the Frontline Manager Experience: A Strategic Lever for Employee Retention and Performance

What Are the Three Cs of Employee Engagement?

Employee engagement is hard to grow and even harder to maintain.

Employee Engagement for Financial Services

The industry of financial services can be complex and uniquely stressful for employees, meaning it can benefit more than some from increased employee engagement.

Remote Employee Engagement Software

Employee engagement is something all companies know is important, but few know how to foster.

Enterprise Employee Engagement Software

Keeping employees engaged is a long-standing issue in every field, especially when it comes to large, complex companies. You have the best workers, you’ve got the perfect plan, but your teams don’t connect with their tasks and turnover is too high.

Employee Engagement Software Benefits

Employee engagement is a complex aspect of business. You can hire the best teams with the strongest skills, but if none of them connect with their work or the company as a whole, their value drops off dramatically.

What Are Employee Engagement Tools?

Employee engagement tools are technologies designed to enable organizations to monitor, manage, measure, enhance, and sustain employee engagement. They are software solutions or platforms equipped with features that measure levels of engagement and keep employees motivated.

Solutions to Improve Employee Engagement

Enhancing employee engagement is an effective strategic approach to improving the performance of an organization. However, some companies haven’t discovered the best solutions for enhancing employee engagement.

What Are the Three Concepts of Employee Engagement?

The three main concepts that drive employee engagement initiatives at organizations are the need for meaningful work, employee empowerment, and recognition and reward.

What Are the Three Key Drivers of Employee Engagement?

Many organizations today have realized that employee engagement is a strategic tool to enhance performance. Numerous factors drive employee engagement in an organization, but the three main ones are a conducive work environment, organizational support, and recognition and reward. 

Employee Engagement as a Strategic Tool to Enhance Performance

Employee engagement has proved to be a powerful strategic tool that can significantly improve organizational...

Programs for Employee Engagement

Ever walk into your office and feel out of place? Employees are zoning out at...

Software for Employee Engagement

Using software to increase employee engagement is a cost-effective and impactful solution. Centrical’s software for...

Engagement Activities for Employees

When you invest in high-quality software for employee engagement from Centrical, you can boost morale,...

How Can Benchmarking Be Used to Help Increase Productivity

Benchmarking allows companies to strategically measure their performance, clearly showing where they stand and where...

How to Increase Productivity in the Workplace

Productivity impacts a company's bottom line and affects employees' attitudes about their jobs.

How to Increase Worker Productivity

Increasing productivity starts with improving a few key factors, including the work environment, technology and tools, and employee motivation.

How to Increase Insurance Agent Productivity

Productivity is crucial in the highly competitive insurance landscape. Insurance agents constantly manage client meetings, policy updates, and administrative tasks while trying to meet their sales goals. Finding ways to boost productivity isn't just beneficial–it's essential.

How Does Gamification Affect Performance?

Imagine turning everyday work tasks into a fun game. With leaderboards and badges, assignments can...

KPIs Are Dead – Why Behaviors Matter More Than Metrics

It's a data-driven era, and metrics are seen as the ultimate measure of an employee's...

Rewarding the Winners or Celebrating Participation? Finding the Right Balance in Employee Motivation

In the workplace, the goal is clear: motivate employees to align with the company’s objectives,...

How Does Gamification Affect Motivation?

Gamification can make work more interesting and engaging by combining employees’ inherent desire to compete,...

Does Gamification Actually Work?

Gamification of frontline processes and workflows improves employee performance and the productivity of an organization....

Gamification of Workplace Training

Many employees groan at the idea of workplace training because it often involves long lectures...

Sales Games to Motivate Employees

As a sales team leader, it's your job to find new and exciting ways to...

Fun Ways to Motivate Employees

One indisputable fact about motivated employees is that they’re more productive, enjoy what they do,...

How to Motivate Sales Employees

Sales can be a thrilling yet challenging field, and motivation is often the secret to...

How to Motivate Employees as a Leader

Motivating employees is a key part of being an effective leader. It’s your job to...

How to Motivate Employees as a Manager

One of the most important parts of a manager’s job description is to keep their...

How Does Employee Participation Increase Motivation?

When we think about what motivates people at work, it’s often the simple things that...

Twelve Elements of Employee Engagement

In the business world, keeping your team engaged is a must; engaged employees are the...

How to Increase Productivity in the Workplace

Companies have always wondered how to make employees more productive. This can be a multifaceted...

Five Ways to Motivate Employees

Motivating employees can be a challenge for any business. Some of the most effective ways...

How to Increase Employee Engagement

Increasing employee engagement is an important hurdle for businesses to clear. Some of the best...

5 Low-Lift, High-Impact AI Use Cases to Implement Now

Seamless customer service is paramount to the success of a business. Discover techniques for optimizing contact center operations to ensure maximum efficiency.

The 2024 Guide to Contact Center Capacity Planning

Maintaining an effective call center requires proper planning. Explore the benefits of capacity planning and how to properly implement it in your contact center.

Contact Center Automation: How to Boost Efficiency

Find out why automation represents the key to optimal resource management for contact centers, and learn how to automate contact center functions the right way.

5 Benefits of Call Center Speech Analytics

Call centers are a gold mine of data. Explore how leveraging call center speech analytics can enhance productivity and exceed customer expectations.

Leveraging AI to Drive Revenue Growth in Customer Service

Customers are more likely to buy right after their problem has been fixed. How can we develop agents to create “golden moments” where an ordinary service encounters become something extraordinary?

When “White Lotus” Meets CX, or the Future of EX

Customer service interactions have shifted from human interactions to self-service. The introduction of generative AI innovations begs the question: what kind of human interactions should customers expect from customer support and sales staff?

Contact Center Efficiency: 9 Improvement Strategies

Seamless customer service is paramount to the success of a business. Discover techniques for optimizing contact center operations to ensure maximum efficiency.

How to Use Workforce Management in Contact Centers

Discover effective strategies for optimizing contact center performance with workforce management. Streamline operations and enhance customer satisfaction.

All You Need To Know About Call Center Quality Monitoring

Explore essentials of call center quality monitoring: techniques, tools, and best practices for enhancing customer satisfaction.

Recap: The Hidden Risks of Neglecting Employee Engagement

Our webinar dove into the value of gamification, the importance of feedback, and why not investing in employee engagement is a bad idea.

The 2024 Guide to Employee Engagement: 11 Ways to Improve It

Engaged employees are the backbone of any organization. Discover strategies to enhance employee engagement in our guide and unlock the key to organizational success.

10 Innovative Ways to Gamify Corporate Training in 2024

A proper onboarding process for new employees means effective training. Discover how gamification can improve your corporate training in our comprehensive guide.

Unlock Productivity and Engagement with Gamification in the Workplace

Discover how gamification can transform your workplace into a hub of motivation, collaboration, and peak performance.

The Top 3 Gamified Learning Platforms in 2024

Discover the top 3 gamified learning platforms of 2024 that make learning engaging, effective, and fun for all.

How gamification can be integrated into sales training programs – Centrical

Discover how gamification enhances sales training programs, boosting engagement and improving performance through interactive, competitive learning.

The Top 5 Microlearning Platforms in 2024 – Centrical

Discover 2024's top 5 microlearning platforms designed to enhance your learning experience with bite-sized courses. Perfect for busy professionals seeking to grow skills efficiently

Drive Success with Gamification Software for Employee Engagement – Centrical

Transform your workplace into a hub of motivation, productivity, and success with gamification software.

Call Center Coaching – The 2024 Guide – Centrical

Elevate your call center performance with 3 best practices in coaching from Centrical. Unlock success in customer service today!

Essential Training for Customer Service Staff 

Master key skills with our essential training for customer service staff. Enhance communication, conflict resolution, and customer satisfaction.

LMS Gamification – All You Need to Know

Discover the key to engaging and motivating learners with our comprehensive guide to LMS gamification.

Revolutionize Your Sales Training with Gamification

Discover the power of sales training gamification! Learn how game-like elements can boost engagement, enhance learning, and drive performance in your sales team.

5 Best Practices for Enhancing Call Center Quality Management 

 Unlock success with five top strategies for call center quality. Boost customer satisfaction and team performance with Centrical's insights.

Understanding Call Center Turnover: 5 Key Factors and Solutions

Learn how to tackle 5 key factors affecting employee retention for a more productive and stable customer service team.

Revolutionize Your Contact Center in 2024: 5 Actionable Trends

2024's Top 5 Contact Center Trends: from AI Copilots to gamified goals, these strategies elevate customer service and agent morale. Implement now for a booming year!

5 Onboarding Gamification Strategies with Examples

Discover the transformative power of onboarding gamification. Explore engaging strategies to enhance employee orientation, boost retention, and drive success in the digital age.

Centrical Recognized as a Global Leader in Sales Gamification for G2’s Winter 2023 Report

Centrical has been featured in 112 new reports, receiving the “Users Love Us Badge” and continues to be the Global Leader in G2’s Sales Gamification Platforms for Winter 2023!

Focus on 2024: Optimizing Pre-boarding and Onboarding

Operations leaders are looking to optimize pre-boarding and onboarding in 2024. Read more for a quick overview on setting new hires up for success.

Interview: Supercharging the Frontline Manager Experience

How can organizations prepare frontline managers to lead a modern workforce with rising customer expectations?

2024 in Focus: Cost Savings with Frontline Employee Retention

How can contact centers retain employees for cost savings (and a better customer experience) in 2024?

Training for Call Center Managers: A Full Guide

Explore key strategies with our guide on essential training for call center managers, enhancing leadership, efficiency, and customer satisfaction.

Understanding Preboarding: A Comprehensive Guide

Preboarding begins before day one, ensuring a smooth transition for new hires. Discover tips and tools to engage and prepare employees effectively.

Three Tips for Supercharging the Manager Experience

The contact center landscape is changing. The manager experience must change with it.

Why Your Gamification Strategy is Going to Fail

Despite an 80% fail rate, your gamification project isn’t doomed. Read on for a look...

Top Call Center Coaching Techniques & Methods

Master call center coaching with effective techniques & methods. Elevate agent performance and customer satisfaction today!

Prevent Pre-boarding Purgatory and First-day Ghosting

New hires ghost you again? A better, more connected pre-boarding experience can save you a massive recruiting and retention headache.

Understanding Attrition in BPO: Causes & Solutions

Explore the reasons behind high attrition in BPO. Learn strategies to retain talent and boost employee satisfaction in the industry.

6 Tips To Reduce Contact Center Attrition

Explore proven strategies and best practices for reducing contact center attrition. Learn how to retain valuable agents and improve workforce stability.

Centrical Recognized as a Global Leader in Sales Gamification for G2’s Fall 2023 Reports

Centrical has been featured in 19 new reports, received the “Users Love Us Badge” and continues to be the global Leader in G2’s Sales Gamification Platforms for Fall 2023

SLA in Call Centers: What You Need to Know

Uncover the significance of SLA in call centers. Explore metrics, strategies, and best practices to ensure exceptional customer experiences.

Measuring Call Center Productivity

Discover effective methods to assess call center productivity, optimize performance, and enhance customer support. Visit to learn more!

6 Best Practices for Call Center Monitoring in 2024

Optimize operations and boost customer satisfaction with expert insights on effective call center monitoring strategies. Click to learn more!

Elevating the Employee Experience: Transition

Whether employees are reboarding or offboarding, the employee Performance Experience strategies can help ensure a smooth, aligned, and optimized process. Learn more in this article.

A Deep Dive into Call Center Agency Training

Empower call center agents with proven training methods. Enhance skills, boost efficiency, and elevate customer experiences. Visit to learn more!

Is Too Much Training Hurting Your Team’s Performance?

Millions of data points. Surprising conclusions. Read on to learn why too much training might be hurting your frontline team’s performance.

Elevating the Employee Performance Experience: Production

Your employees are onboarded, nested, and have mission-critical skills and knowledge. Here’s how to keep them aligned, engaged, and high-performing.

Guide to Contact Center Performance Management

Learn how effective contact center performance management drives customer satisfaction, agent productivity, and operational excellence.

Mastering BPO Quality Assurance: Elevating Customer Satisfaction

Ensure top-notch quality in your BPO operations with effective quality assurance practices. Discover more inside!

Contact Center Customer Experience: 10 Tips for Success – Centrical

Discover the key elements and strategies to optimize contact center customer experience. Visit to find out more!

Elevating the Employee Performance Experience: The Nesting Stage

Your new hires are onboarded and are now in the critical nesting stage of their employee journey. How can the employee performance experience strategies help set employees up for long-term success?

Call Center Average Handle Time: 7 Key Strategies

Discover the importance of call center average handle time and how it impacts customer satisfaction. Read more inside!

Contact Center KPIs: 14 Key Metrics for Success 

Discover the vital contact center KPIs that drive customer satisfaction and operational efficiency. Optimize performance and enhance customer experiences. Read on!

No Reservations: Boosting Your Guest Experience

How can hotels boost their guest experience? It starts with retaining and training reservation agents and front-of-house staff.

Contact Center Workforce Optimization: Here’s What You Need to Know – Centrical

Discover the power of contact center workforce optimization. Enhance operational efficiency & productivity and drive exceptional customer experiences.

Contact Center Customer Experience: 7 Tips for Success – Centrical

Discover the key elements and strategies to optimize the contact center customer experience. Visit to learn more!

11 Powerful Gamification Techniques for Better Engagement

Unlock engagement and drive results with effective gamification techniques. Discover innovative strategies to enhance user experiences and increase participation.

Centrical Recognized as a Momentum Leader in Gamification and Contact Center Platforms Summer 2023

Centrical customers have spoken, voting Centrical a Global Leader in G2’s Gamification and Contact Center Platforms for 2023

Elevating the Employee Performance Experience: Pre-Boarding and Onboarding

The way we work, and the digital landscape, are rapidly evolving. The Performance Experience Methodology can help your organization evolve with it. Here is how.

Gamification for Learning: 7 Strategies to Enhance Student Motivation & Achievement

Unlock the gamified learning! Dive into a world of rewards, challenges, and achievements that fuel motivation and drive educational success.

Mastering Contact Center Quality Assurance: Your Comprehensive Guide in 2024

Discover expert insights, proven methodologies, and cutting-edge technologies to elevate customer satisfaction & drive operational efficiency. Visit to find out more!

The energy crisis and its impact on the contact centre

The Call Center Agent Performance Dashboard Guide

Explore the Call Center Agent Performance Dashboard Guide – your essential resource for enhancing productivity.

The 7 Quality Tools in BPO

Explore the essential quality tools in BPO to boost efficiency and client satisfaction.

Finance Call Center: The 2024 Guide – Centrical

Explore the crucial role of finance call centers in the financial services industry. Understand their operation, importance, and the future trends shaping this sector.

Manager Insights: Your Secret AI Coaching Superpower

Discover coaching strategies to enhance agent performance and engagement.

Centrical Reviews & Testimonials by Real Customers

Read what our customers say about Centrical products. Visit to learn more.

The Role of ChatGPT in Call Centers

Discover how ChatGPT is revolutionizing call center operations, offering 24/7 service, increased efficiency, and personalized customer interactions.

Your Culture Is Killing Your CSAT. What Financial Services Leaders Should Know

Why are BFSI metrics stagnating while performance remains strong? And what should leaders know when considering gamification? Read on to find out more.

Call Center Coaching Guide

Transform your call center agents into customer experience champions with call center coaching. Visit to learn more.

Full Guide to Gamification in Customer Service

Discover key benefits of gamification in customer service, and real-life examples and tips to implement gamification in your call center.

Feedback Gamification: All You Need To Know – Centrical

Feedback gamification is a creative and powerful tool that can boost the feedback collection process in your organization.

Call Center Training: A Comprehensive 2024 Guide – Centrical

Call center training is a critical component of success for businesses looking to provide exceptional customer service in today's fast-paced world. Read on!

Real-life Examples of Gamification at Work

Discover real-life corporate gamification examples. Learn how gamification transforms the workplace and increases employees’ productivity and engagement.

Gamification AI – Everything You Need To Know

Discover how gamification AI revolutionizes user engagement and experience across industries, and learn how your...

What is Gamification? – Definition & Overview – Centrical

Discover what gamification is and how gamification strategy works and brings value for business across different business spheres. Learn more!

AI Microlearning: Your Key to Agility and Scale for Frontline Training

Creating frontline training materials just became easier. Read on to learn more.

Centrical Recognized as a Momentum Leader in Gamification and Contact Center Platforms Spring 2023

Centrical customers have spoken, voting Centrical a Global Leader in G2’s Gamification and Contact Center Platforms for 2023!

Coaching in Context: Elevating the Coaching Experience

Traditional coaching methods can create a burden for managers. But delivering the right coaching for employees can be easier and more effective. 

The Modern Approach to Quality Management and Assurance

Quality management processes have been reactionary and disconnected for too long. It’s time to change that – read more to learn how.

Ideas for Boosting Employee Engagement and Improving Retention

Explore the benefits and impact of employee engagement and retention on business success. Learn the main strategies and metrics that drive talent retention.

Debt Collection: Challenges and Opportunities for Frontline Teams

Call Center Quality Monitoring Tips & Strategies

Discover effective ways of implementing call center quality monitoring and their impact on call center performance. Learn more here!

10 Motivating Examples of Gamification in Business

Explore examples of how gamification affects the engagement between the organization, its customers, and employees, and drives business success.

ChatGPT for the Frontline

How can operations leaders leverage generative AI to create content quickly and efficiently for frontline team training and development? Read more.

Workplace gamification: increase the happiness and productivity of the team

Workplace gamification is a great tool to increase employee engagement, and team productivity and make some work tasks more fun. Learn more here!

The Fundamentals of Workforce Engagement Management

Workforce engagement management (WEM) is a great tool to increase agents’ engagement and productivity in the contact center. Learn more here!

Motivate employees with engaging gamified LMS eLearning

Discover how to motivate learners and improve corporate eLearning with LMS gamification by using learning management systems!

How to Build Personalized Learning Paths for Better Performance

How can leaders create effective, efficient learning paths for employees? Read on.

Team Gamification – Implementing Gamification for Teams 

Team gamification is worth the investment. Discover the tips and best practices to gamify the workplace and improve your team’s performance!

Corporate Gamification: Ideas, Examples, and Tips

Discover key elements and ideas for implementing corporate gamification strategies. Increase employee engagement and performance with gamification!

How Employee Contributions Boost Team Performance

How do employee contributions drive employee performance and a culture of learning? Read on to find out more.

Interview with MSX International: Driving Employee Performance in the Automotive Industry

Learning KPIs for Employee Training & Growth

What are Learning KPIs, and how can they motivate employees for continuous learning and growth? Read on to learn more.

The Centrical Green Room: Transforming the Employee Experience

Why is meeting employee expectations key to a productive, engaged, and retained workforce? Read on for answers to these questions and more!

Contact Center Gamification – All You Need to Know

Gamification in contact centers is a great tool to keep your agents motivated, top-performing and happy. Learn how to put it into practice!

CRM Gamification: Everything You Need to Know 

Want to know how to implement motivational rewards using CRM gamification and achieve the best results for your business? Learn more in the article!

Best Gamification Platforms & Software Overview 

Gamification is a proven method of boosting customer and employee engagement with a company. Find top gamification platforms and buyer’s guide here!

Gamification in Training: Best Practices in 2024

Gamification in a corporate training can improve training outcomes significantly! Want to know how to implement gamification in the training? Read on to learn more.

Key Customer Service KPIs & Metrics Overview

How to measure the success of the customer service team and improve it? Read here...

Gamification for Employee Engagement – All You Need to Know

Today’s enterprise faces many business challenges, especially in these times of uncertainty. Chief among these challenges is low employee engagement, which culminates in slumping performance and revenue, and soaring attrition rates. In recent years. organizations seeking solutions to these challenges have increasingly turned to gamification for employee engagement.

The Dichotomy of BPOs

Contact centers (call centers) are the purest form of customer service that any company can...

Ways to Improve Call Center Agent Performance

All You Need to Know About Enterprise Gamification in 2024

“Work from anywhere” has not only shifted how we work but also with whom. New...

Metrics That Matter: KPIs in BPO Call Centers

How can BPO managers ensure that agents understand (and are aligned with) their call center metrics for better engagement and performance? Read more in this article.

5 Ways to Effectively Manage your Frontline Teams in a Hybrid World

5 Tips to Driving Higher Employee Engagement for Ops Leaders

No longer a problem...it’s time for contact center operations leaders to get serious about employee engagement and wellbeing.

Centrical Provides Real-Time Performance Data and Conversational AI with New Zoom Integration

Available on Zoom Marketplace today

Ghosting: Not Just at Halloween

The latest employee phenomena that is taking over the workforce

Operations Leaders – How’s the Monkey on Your Back?

A Look at Manager Burnout and How to Relieve It

7 Steps for using HIIT Methodologies to Drive Employee Performance

Centrical Ranks Even Higher in Multiple G2 Awards Fall 2022!

Before I joined Centrical I ran a consulting business focused on gamification and employee engagement and through that work, I came across many gamification platforms, but when I came across Centrical I knew it was special which is why I joined the company.

The Year of Quiet Quitting or Flipping the Pyramid?

In a recent blog, we discussed one of today’s biggest trending topics in the workplace, Quiet Quitting. The trend isn’t quieting any time soon. According to Gallup, at least half of the U.S. workforce is quiet quitting—and globally—only 21% of employees are engaged at work.

Has AI Gone Too Far? Balancing Efficiency with the Human Experience for Positive EX

Automation has taken over our world. Well, not quite, however, it does feel like we have artificial intelligence (AI) devices for just about everything. There are AI-powered translation services, voice-activated search engines, and self-driving cars! 

The Evolved Employee Experience Strategy That Impacts Customers in a Positive Way

Think about the last time you had a great customer service experience. The person who helped you went above and beyond to make sure you were happy. They probably smiled, were friendly, and seemed genuinely interested in helping you.

Tackle Staffing Shrinkage and Utilization Issues with Employee Engagement

Reducing shrinkage can have a significant impact on your organization's revenue goals. Centrical estimates that...

6 Ways to Re-Engage Quiet Quitters Today

One of the hottest trending topics amongst the workforce right now came from a TikTok...

What’s the story with Gamification

For gamification to be great, it needs to be sustainable, effective, and engaging. Nothing ticks...

The Dichotomy of Contact Centers

Contact centers (call centers) are the purest form of customer service that any company can...

Building a Culture of Appreciation with Gamification

How can we leverage technology, AI, or gamification to improve the humanness of our work?

The 4 Top Benefits of Simulations Training

In this article will explore a classic learning method that is becoming a substantial part...

5 Must-Read Books on Gamification

The topic of gamification and its impact on employee engagement is "hot"; but what does...

5 Reasons Why Organizations Should Use Online Training

There are a myriad of myths that surround online training, here are some tips to...

3 Lessons about Motivation from Dan Ariely

Human motivation isn’t just about rewards or fun. It is about the challenge, about the...

Developing skills through gamification

We are all in a state of constant learning. Whether on the job, at school,...

Effective Performance Management Systems

Join us in this blog post as we address the changes in performance management and...

Making The Most Out Of a Raffle Contest: Using Gamification and Digital Motivation

Raffles have proven to be a successful way to engage employees. Gameffective raffles are based...

Monitoring Team Performance to Drive Success

If you want your company to benefit from team performance monitoring, you need to see...

How Using Gamification in Business Drives Better Outcomes

Gamification is a game-changer when it comes to supercharging your workforce. It promotes better performance,...

What You Need to Know About HR Performance Management

Today we know the old fashioned one year performance reviews are inefficient and demotivate employees....

10 Surprising Benefits of Gamification

Today’s enterprise gamification takes a broader and more modern view of human motivation, understanding that...

How To Increase Employee Productivity In The Workplace

What can we learn from great creators about productivity? What does NASCAR and employee motivation...

Gameffective @ Citi’s Smarter Worklife Challenge: Top Employee Gamification Solution

We’re proud to announce we’ve been awarded "Top Employee Gamification Solution" at Citi's Smarter Worklife...

Turn Cancel Culture into a Coaching Culture

Coaching should be central to business operations - it supports talent acquisition and retention, boosts...

Why Are We Still Overworking?

There is significant data and increasing awareness about employee engagement and job satisfaction—we know that...

The Starring Character: The Business Case for Compassion

Yemi Penn dives into incorporating mindfulness into relationships with employees and the importance of sharing...

Rare Breeds: Why We Should Embrace Difference to Boost Employee Engagement

Rare breeds are people with certain characteristics that make it hard to conform to the...

Taking the Leap to SUCCESS in 2022

Every big leap takes the right timing, careful planning, intention, a clear goal, and focus. And...

The Key to Engaging Employees of All Ages

Centrical Founder & CEO Gal Rimon shares his bird’s eye view on employee experience and...

Stories of Impact: The Keys to Impactful Employee Training

Renzo Urzua, Global Contact Centre Management Training & Design Lead for Mastercard, joins BOOST to...

Learning Gets a Facelift with Edutainment

Storytelling and edutainment reach people. And employees are people. It seems obvious to say, but...

Moments of Truth: Establishing the Foundation of Your CX and EX

Laura Patterson shares the keys to providing a rockstar employee experience, and why even the...

Wow Factor: Creating “Edutaining” Experiences for Your Employees

Influencer and author Dennis Wakabayashi takes to the BOOST stage to share all about how...

Employees Have to Come First MORE

Who’s actually doing the work to put customers first? It’s the employees. For that reason,...

EX Excellence: Here’s How to Create an Employee Journey Map

Author Annette Franz takes to the BOOST stage to talk about why (and how) companies...

Maximizing Employee Engagement: Creating Value, Learning from CX, and Boosting Community Chemicals

To go from good to great, we all need a little boost. And when it...

Women in Leadership: April Crichlow, Chief Marketing Officer

Last but not least in our Women in Leadership series in honor of Women’s History...

The Evolved Employee Experience Strategy That Impacts Customers in a Positive Way

A serotonin-inducing employee experience involves everything from providing access to training and development opportunities to...

Women in Leadership: Daphne Saragosti, Chief Customer Officer

Next in our Women in Leadership series, in honor of Women’s History month, is our...

Women in Leadership: Dalit Sadeh, Chief Operating Officer

Next in our Women in Leadership series in honor of Women’s History month, is our...

Introducing BOOST: An Employee Engagement Variety Podcast

No matter how you break it down there is a multitude of imperatives facing enterprises...

International Women’s Day: #BreakTheBias

This year’s International Women's Day theme is about #BreakTheBias for a world free of bias, stereotypes, and...

Women in Leadership: Ella Davidson, VP of HR

In honor of Women's History month, we wanted to spotlight the incredible women on our...

20 Minute Leaders

A Year of Success: Power Up Turns One

The Secret to Managing 18,000 Contact Centers

Spotlight on BT: Transforming Security Sales and Learning with Centrical

Congratulations to our Centrical Select Award Winners

The Intersection of Engagement and Productivity

According to Gallup, highly engaged teams are 21% more productive. What’s the connection between engagement...

Learning Reimagined: Centrical Finalist for Global Learning Technologies Award

6 Ways to Reduce Employee Attrition

This article examines how organizations can offer the right tools to impact employee attrition and...

2021 Centrical Select Awards

Celebrating Outstanding Centrical Client Achievements

AI + People = Higher Performance: How Augmented People Intelligence Improves Front-line Managers’ Performance

This is the first in a series of articles that will explore the rise and...

Leading Remotely: 6 Lessons from Frontline Leadership

Read insights shared by frontline leaders from Anthem, Blue Cross, John Hancock, HP, VISA, and...

Manage What You Measure: Improve Workforce Productivity with More Transparent Performance Metrics

One of the most efficient and impactful ways companies can inspire better team productivity is...

Why Difficult Customers Are the Customers You Want

I was wrapping up a phone call with an insurance company customer. We were discussing...

Removing Classism from your Workplace: Building an Employee-Centric Workplace with Better Communication

Many companies today are making strides to improve the diversity of their teams and their...

Empowering Team Leaders to be the Ushers of your Organization’s Strategy

Your team leaders have to play an important role in the implementation and execution of...

Change Creates Change: How Centrical Met the Challenge of 2020

Operating under the strain of a pandemic for nine months last year was truly unprecedented....

7 Remote Employee Engagement Tips

Remote work isn't going away anytime soon. Read this blog for tips, tricks, and long-term...

4 Unexpected Implications You Should Consider When Hiring Remote Employees

When the coronavirus hit, it was a monumental moment for many companies to switch to...

Paying Attention to What Needs Attention Just Got A Lot Easier for Frontline Managers

Learn how Centrical's Manager Insights uses AI and data to help frontline managers streamline their...

Starting Fast in 2021: Advice from 3 Contact Center Experts and Me

The value of getting a year off to a fast start in 2021 cannot be...

Thoughts on 5 of Dan Schawbel’s Top 10 Workplace Trends for 2021

Dan Schawbel is a New York Times bestselling author and globally-recognized researcher. HIs focus is...

Get ready for the next wave of employee attrition; here’s why and tips to prevent it

Now that vaccination rates continue to climb, the economy is starting to stabilize, and families...

Want Better Company Performance? Let Employees Celebrate Their Own Accomplishments

When WFH employees can share their successes beyond their teams and the companies they work...

Look To Employees’ Performance To Check On Their Well-Being

There's been an understandable rise in attention paid to employees' well-being. Centrical's CEO, Gal Rimon,...

The Proverb and Power Up: How a Product Enablement Program Works

Power Up with Centrical is all about empowering administrators of Centrical's Employee-Centric Success Platform. So...

How Centrical Makes Certain Performance Data is Correct

How does Centrical make certain the performance data employees and their managers see and act...

Working From Home Demands a New Training Focus on Team Leaders

With the shift to WFH, forced by the pandemic, we saw a shift to digital,...

You Can Unburn Burned-Out Employees

As we approach three-quarters of a year under COVID-19, about two-thirds of employees feel burned...

How Instilling Values in a Customer Support Organization Helps Drive an Excellent Customer Experience

Centrical gathered its technical account managers (TAM). These are the people who deal directly with...

Customer Service Team Appreciation in 2020

Contact Center Pipeline wanted to find out how companies are celebrating Customer Support Week 2020...

Productivity Drops When Employees Feel Disconnected

Boston Consulting Group (BCG) issued a report recently. A fascinating read. It was a collection...

Virtual Fist Bumps Are Necessary in a WFH World

The rate of Kudos, the recognition feature on Centrical's employee performance management platform, rose 150%...

The Shift to Digital Remote Learning is Working – Here’s Proof

The lights are coming back on in some corporate training classrooms. But most will remain...

How to Help Employees Perform Better and Make ‘A Better World’ in the Process

A new narrative on Centrical's employee performance management platform is called “A Better World.” The...

Gadgets, Gizmos, and, Most Important, Gamification for Frontline Workers

Gartner's 2020 Frontline Worker Technologies Hype Cycle report covers 30 different systems, tools, devices, including...

The 3 keys to higher customer satisfaction

When you engage employees at an emotional level, provide continuous learning, they will want to...

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...

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...

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...

How to Deal with COVID-19’s Impact on Contact Centers

I’ve been involved in contact centers for nearly 25 years. Anyone who understands this business...

Setting Performance Goals During a Pandemic

Scan the front page of your favorite newspaper, analog or digital form, and chances are...

Don’t Overlook Contact Center Employees Who Were Working from Home Before COVID-19 Hit

According to the IWG Global Workforce Survey, half of all employees, globally, work away from...

‘We’ll be good for 1 to 2 weeks…but then what?’

I was part of a conversation with six customers the other day. It was far...

How’s that WFH Working Out for You?

I was on a video conference call the other day. Like they always are, before...

How to Sustain Business Excellence During COVID-19

You probably feel like me. The business you’re part of is all about excellence. In...

Does COVID-19 Make Everyone a CEO?

If you’ve managed to spend even a tiny bit of time scrolling through your news...

How to Reduce Attrition In ‘The Year of the Agent’

The fifth annual survey on Contact Centers’ Biggest Challenges and Top Priorities was recently issued...

Necessity is the Mother of Invention, Especially in A Pandemic

As most of the world grapples with THE COVID-19 pandemic, it strikes me that a...

A Pandemic Isn’t an Excuse Not to Shave

I was talking with a fellow startup CEO yesterday. Like me, he’s been working from...

Busy. Too Busy. Just Right. A COVID-19-Influenced Take on ‘Goldilocks & The Three Bears’

You may remember from your childhood the tale of “Goldilocks and the Three Bears.” If...

Managing Through Disruption: Leadership in a Pandemic

The term “managing through disruption” typically refers to managers having the plan and skill to...

The Challenge of Patient Collections

Well before novel coronavirus wreaked havoc, healthcare systems and their revenue cycle management (RCM) service...

‘All By Myself:’ Working Remotely in Our Crisis-filled World

In the midst of the Coronavirus public health crisis, thousands of frontline employees, the ones...

A Major Clothing Retailer Forgets that EX Drives CX

A top-flight retailer equips employees with several apps to expedite sales and keep customers happy....

Make ‘National Fun Day at Work’ an Everyday Event

For a few years now, the last Friday in January is celebrated as “National Fun...

Boost Motivation with Virtual Stores

Employees will be motivated to complete learning exercises, hit their KPIs, and more when they're...

Nadella Named FT Person of the Year Offers Further Proof Culture of Continuous Learning Yields Big Results

Satya Nadella succeeded in revitalizing Microsoft by changing it from a company of know-it-alls to...

News of Boris Johnson’s Victory Exemplifies the Virtues HI+AI

The night UK Prime Minister Boris Johnson claimed a landslide victory by his Conservative political...

To Learn Something, Once is Never Enough — The Value of Repetition to Retain

There’s an adage about making a presentation. It goes: “Tell them what you’re going to...

‘Learning in the Flow of Work’ Is Just a Fad…If It Doesn’t Work

As compelling as “learning in the flow of work” might be, it’s little more than...

GamEffective’s Six Year Journey to Become Centrical

Gal Rimon shares the rationale behind the shift from GamEffective to Centrical and the future...

Turning Salespeople into Super Salespeople

Read how a Fortune 100 tech company improves channel partners’ engagement with its online training

Sales Enablement Needs to be More About Making Salespeople Better

Automating sales enablement can help salespeople sell. Read how it can be done.

The Absurdity of the Annual Performance Review

Companies typically don't leverage real-time data to enhance employee performance. They should. Read to learn...

How Not to Get Spooked by Ghosting Employees

New hires sometimes don’t show up and existing employees “disappear.” Learn the value of engaging...

Depending on Bots Is Dangerous to the Future of Your Contact Center

A research study on what technology contact center leaders expect in the future - and...

Don’t Let Sales Enablement Be a ‘Field of Dreams’

A sales enablement platform, must also serves to engage, train, and manage sales personnel. This...

Everyone Shouldn’t Have to Hate Customer Service

This commentary on a recent Wall Street Journal article reviews why service agents need more...

Engaging millennials at work

We need new tools to help us connect and engage our millennial workforce. Read this...