Shantel
Key Takeaways:
- Centrical, a global SaaS company, announces its Employee Performance Experience methodology and platform at Customer Contact Week in Las Vegas.
- The approach focuses on improving operational performance and customer experience by personally guiding frontline employees.
- As AI rapidly changes the digital landscape, the new platform aims to future-proof frontline talent.
Shaping the Future of Employee Experience
Global SaaS company Centrical, the pioneer and leader of Performance Experience Management (PXM), today unveiled its innovative Employee Performance Experience methodology and platform.
The Performance Experience methodology is a groundbreaking approach that improves operational performance and customer experience by guiding frontline employees at every stage of the employee lifecycle. It includes four distinct strategies that can be applied across the employee journey to enhance the customer experience, reduce operating costs, improve service quality and sales, retain talent, and increase employee lifetime value.
As the digital landscape continues to evolve due to generative AI, next-generation automation, and other technological advances, organizations need to future-proof their frontline talent. The Centrical Performance Experience platform is designed to meet these needs by combining AI with human intelligence to guide frontline employee success. The platform offers a unified employee experience with real-time performance management, adaptive microlearning, AI-powered coaching, quality management, and VoE.
“Today, generative AI is revolutionizing the way people work, especially frontline agents. AI is not just automating existing processes but stands to completely transform the agent experience – creating augmented experiences that will require employees to harness new tools and access knowledge in new ways,” said Gal Rimon, CEO and Founder, Centrical. “Organizations must transform their operations to meet these new realities.”
About Centrical at Customer Contact Week (CCW) Las Vegas
Centrical will be exhibiting at Customer Contact Week (CCW) Las Vegas, the world’s largest customer contact event from June 19-22 at Caesars Forum, Las Vegas. Visit Booth #927 for a live, interactive PXM demonstration and participate in exciting giveaways.
About Employee Performance Experience
The performance experience methodology includes four strategies: Align, Engage, Perform, and Optimize. Each strategy includes actionable steps across the entire employee lifecycle from onboarding to nesting, production, and transition.
About Centrical
Centrical is an AI-powered employee Performance eXperience platform that drives best-in-class customer experiences for the world’s leading brands. The platform offers a unified employee experience with real-time performance management, adaptive microlearning, AI-powered coaching, quality management, and VoE, through a gamified solution to help organizations improve productivity and sales, reduce costs, lower attrition, and increase customer satisfaction.
About Customer Contact Week
Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series. CCW brings together 3,000+ attendees, 200+ expert speakers, 150+ solution providers, for four days of learning, networking, brainstorming & innovating at Caesars Forum in Las Vegas.
