In the ever-evolving landscape of contact centers, supervisors play a pivotal role, steering teams towards success. According to Gallup, a staggering “70% of the variance in team engagement is determined solely by the manager.” Frontline managers, in particular, are the linchpin in engaging an organization’s employees. Despite this, a recent Gallup study highlights a concerning trend—managers report higher burnout rates than the individuals they oversee. Hindered by unmanageable workloads, inefficient processes, and tools, and often facing a gap in management skills, their primary role of providing direct support to team members often falls short of its potential impact.
This challenge is exacerbated by the contact center industry’s high attrition rates and the growing need to achieve more with fewer resources in today’s cost-conscious environment. In response to these demands, empowering supervisors across critical domains becomes imperative, enabling effective and personalized human coaching.
Enter Centrical, a valuable supervisor copilot poised to address these challenges.
Drawing from COPC data, a significant correlation emerges between staff satisfaction and their perception of their team leader’s technical abilities. Those who believe their team leaders possess the necessary skills are three times more satisfied with their jobs and twice as likely to stay with the organization for the next 12 months compared to those without the same perception. This underscores the importance of empowering supervisors with the tools and skills needed for success, and Centrical stands as a key ally in achieving these crucial objectives.
AI-Driven Coaching Recommendations
Centrical offers AI-powered recommendations, suggesting personalized coaching interventions based on real-time performance data, aiding supervisors in enhancing their coaching effectiveness. Actionable insights empower supervisors to focus on outliners and the areas needing improvement or recognition, without spending hours analyzing performance data.
Quality Coaching Workflows
With Centrical, supervisors can identify and target improvement opportunities, provide timely and actionable feedback, and track progress seamlessly, ensuring frontline employees receive continuous support and guidance.
Centrical boosts supervisor efficiency, allowing supervisor to focus on human connection, all while fostering consistency and quality through process adherence.
Comprehensive Feedback Loops
Centrical enables supervisors to gather 360-degree feedback, integrating performance metrics, employee quality scores with engagement and wellness insights from employee micro surveys, providing holistic insights into their . According to COPC, employee job satisfaction triples when employees fell that their feedback is valued – and they are twice as likely to stay on at the contact center.
Tailored Coaching Experiences
Centrical aids supervisors in crafting personalized coaching plans by leveraging AI-driven insights that identify individual needs, strengths, and learning preferences.
Goal Tracking and Alignment
Centrical’s intuitive dashboards assist supervisors in aligning coaching efforts with organizational objectives, ensuring progress is tracked effectively. Though management KPIs, Centrical ensures process adherence, assisting supervisors in maintaining consistency and quality in coaching.
Engaging Experiences
Through gamification and integrated learning and development tools, Centrical motivates supervisors to continuously coach their teams and refine their coaching techniques, making development more interactive and engaging.
Hundreds of leading enterprises use Centrical as a supervisor copilot for:
Centrical stands as the ultimate copilot for supervisors in their journey towards elevating contact center performance. By leveraging its robust features, supervisors can fine-tune coaching strategies, align efforts with organizational goals, mitigate attrition risks, and ensure operational excellence. Ultimately, Centrical’s partnership drives a culture of excellence, propelling contact centers towards sustained success in delivering unparalleled customer service.
Learn more about Centrical by watching our platform in action with a quick preview and requesting your personalized overview today.