English
Centrical
Author:
App Type:
Premium Client
Selling Party:
Genesys Billing Agent
Attestations:
GDPR | SOC 2 | ISO 27001
  • Description
  • Pricing
  • Use Cases
  • Product Details

Centrical provides a real-time performance management, microlearning, gamification, coaching and voice of the employee platform for frontline teams.

Centrical’s customers experience:

  • 60% reduction in call flow errors
  • 10.4% more sales per agent
  • 6% reduction in short term absence
  • 50% faster proficiency during agent onboarding

Real-Time Performance Management

  • Enable your agents to own their performance.
  • Provide clarity on goals with instant feedback on progress.
  • Recognize achievements and offer learning and support to drive continuous improvement.

Microlearning

  • Personalized and gamified microlearning
  • Delivered in the flow of work
  • Improve knowledge retention and address individual knowledge and performance gaps

Gamification

  • Promote personal progress, connectedness, empowerment, and appreciation.
  • Inspire and retain your agents with gamification, recognition, rewards, and automated feedback.

Coaching

  • Empower team leaders to spend more time supporting their teams and less time digging through data
  • Provide agents timely personalized coaching to build stronger manager and agent relationships.
  • Deliver daily performance insights, guided actions, and enable a continuous feedback loop.

Voice of the Employee

  • Optimize the experience of every frontline agent by continuously listening to their voice.
  • Encourage direct reflection and feedback and leverage employee sentiment to trigger coaching, learning, and performance challenges in response to each agent’s unique needs.
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