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

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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...

Centrical Announces Integration with Microsoft Teams

Centrical, provider of a holistic employee engagement and real-time performance management platform for Fortune 500...

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...

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