On average, contact centers experience up to 50% attrition during onboarding costing $10-21K per agent.
Avoid ‘job shock’.
See how Centrical elevates the frontline agent onboarding experience so that from the start agents feel supported, welcomed, empowered, and heard.
A strong onboarding experience can result in:
Higher retention
More productivity
Increased speed to proficiency
Missions are built into structured learning paths where agents are guided to complete training in the right order from start to finish. As agents progress, they earn points and level up, keeping them motivated and engaged.
Learning is fun with interactive learning missions and custom role play simulations. Plus, AI-driven knowledge refresher quizzes address knowledge gaps. And learning content is quick to create with GenAI-powered content creation tools.
Agents can monitor their progress and knowledge success as they advance with learning KPIs. Completing learning activities improves their standing in the onboarding game and individual and group challenges keeping them laser focused to reach the finish line.
From the moment they start, agents are hooked and inspired to complete missions, leveling up, receiving peer and manager recognition, and unlocking new courses and milestone badges. Once they graduate, they can redeem their coins in the virtual store for gift cards, swag, and non-monetary perks, like PTO.
This is only the beginning. Experience Jen’s first day, week and month as a newly hired contact center agent who is onboarding through the Centrical platform.
Cut onboarding costs
Increase training throughout
Decrease fallout rates
“Leveraging Centrical was so much easier to track completion and see who was actively participating during the onboarding process as well as the training. It was also easy to identify when/why someone was struggling with a particular step because we could see that it was a result of them not completing a mission.”
Maigen Morales, Hilton Customer Care Team
The time between a new hire’s offer and their first day is a low-engagement “danger zone” that makes it easy for new hires to quit before they start. But first-day ghosting is largely preventable. Below are eight opportunities to engage with your new hires to increase the chances they will show up for their first day.
Find out moreWhile first-day ghosting is considered a widespread problem, it is not a problem, per se; rather, it is a result of poor pre-boarding processes. But organizations have the power to turn this around, and Centrical’s Pre-boarding Cheat Sheet can help.
Find out moreNew Hire voluntary turnover in the contact center is costly: anyone who leaves the organization within the first 90 days of employment will not have made up for the costs involved in hiring them. According to the 2020 Retention Report by the Work Institute, 3 out of 4 employees resign for preventable reasons, with about […]
Find out moreApril has 20+ years of global marketing experience in the high-tech industry with leadership experience across brand, demand generation, and customer adoption.Previously the Global Head of Marketing for SAP SuccessFactors, April was responsible for end-to-end marketing for SuccessFactors around the world. In this role, April led strategic marketing plans to grow global brand recognition, revenue, customer success and category creation of human experience management (HXM), which is focused on solution innovations that put the employee at the center of work. April also served as a Diversity and Inclusion Lead at SAP and led global thought leadership and strategic partnerships inspiring an inclusive culture, women’s equality, supplier diversity, and sustainable supply chains.
April has been honored by various organizations including CRN’s “Women of the Channel” and as a “Top 100 Ethnic Minority Executive” by EmPower. She holds a B.A. in Communications and Marketing from Simon Fraser University, Canada’s leading comprehensive university.
Gal founded Centrical (previously GamEffective) in 2013, with the vision of helping companies empower their employees’ performance, making them the center of business success.Prior to that he was CEO of Gilon-Synergy Business Insight, a national leader in Business Intelligence. In 2010, Gilon-Synergy was acquired by Ness Technologies (NASDAQ:NSTC) and Gal went on to serve as Senior VP at Ness, and was member of its executive management.
Prior to that he was VP customer relations and operations at Deloitte Consulting. He also worked at EDS and Bashan. He holds a MBA degree in Marketing and Information Technologies from the Tel Aviv University.
Daphne has over 15 years of experience in Customer Relations and Retention in both B2B and B2C environments. Her area of expertise is leading customer success, consulting and global professional services teams within public and private sector companies. She is focused on leading teams to grow the partnership with our clients.
Prior to Centrical, Daphne worked software and service companies in the online marketing and gaming industry.
Daphne holds MA in Statistics – Specialization in Operations Research and a MBA degree, both from the Hebrew University of Jerusalem.
Linat Polak Mart has more than 15 years of expertise in managing product strategy and operations in high-volume organizations.Previously, she held the role of Head of Product Experience and Communications for LivePerson, a leading Conversational AI platform, where she played crucial part in delivering significant product innovation and customer growth. Prior to her time at LivePerson, she held multiple senior product roles at NICE, a leading enterprise customer experience (CX) software provider, including Director of Product Portfolio and Director of Product Management.
Linat holds an MBA from Tel Aviv University and a BA in Computer Science from Reichman University (IDC Herzliya). She graduated magna cum laude from both institutions.
Ella Davidson is responsible for managing Centrical’s employee relations worldwide, including organizational development, talent management, benefits and recruitment. Ella has more than 18 years of human resources management experience. Prior to joining Centrical she was vice president of human resources at myThings and OpTier – leading SW companies, and consulted numerous entrepreneurs and startups in the Israeli hi-tech industry and Israel and in the US.Ella holds a B.A in Psychology from the Hebrew University and MSc in Organizational Behavior from Recanati Business School at Tel Aviv University.
Ariel has over 16 years’ experience in a wide variety of R&D leadership roles. He is highly experienced at building R&D teams from the ground up, driving high levels of accountability and ownership and setting up automation infrastructures. For the past 10 years Ariel has managed both in-house and offshore development teams at companies ranging from startups to enterprise organizations.
Prior to joining Centrical, Ariel served as VP of R&D at Worthy.com where his team dramatically improved product stability, quality and execution. Before that, he was VP R&D at Applicaster where he led infrastructure changes from project to product. Ariel has also held various R&D positions at Retalix (later acquired by NCR).
Ariel holds B.sc in Computer science & Math, and MBA degree in Information Technologies, both from Bar Ilan University
Tompkins comes to Workspot with more than 25 years of experience in software and hardware sales. Prior to joining his role as Chief Revenue Officer at Centrical, he was CEO at Workspot. He held the position of Chief Revenue Officer at IGEL as well as senior sales leadership positions with Red Hat, Hewlett Packard (now Hewlett Packard Enterprise), and Citrix.
Tompkins holds an MBA in Business Administration and Management from the University of Virginia, Darden Graduate School of Business Administration and served in the US Navy as a Nuclear Propulsion Technician.
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