Centrical

No one wants to work for a totally outdated #contactcenter. ? And they definitely don’t want a disconnected manager. ? This is why you need to invest in #technology that personalizes development and guides both employees and managers helping them meet their goals and continue to grow.? ? -Personalized Goals and Learning? -#AI Manager Copilot and Hype Squad - Never feel unsupported again? -Make work fun and purposeful It's time to ditch the broken contact center #EmployeeExperience and deliver an Employee Performance Experience

What’s better than snagging the last Black Friday deal? Feeling genuinely appreciated at work. Gallup’s research highlights the powerful impact of workplace recognition: ????%: Well-recognized employees are 45% less likely to leave within two years. ????: Employees who receive valuable feedback from colleagues are 5 times more likely to be engaged. ????%: Employees encouraged to learn new skills are 47% less likely to be job-hunting. Recognition isn’t just about saying “thanks”—it’s about creating a culture where employees feel valued, supported, and motivated to grow. This holiday season, let’s celebrate the people who make a difference every day by recognizing their contributions and fostering a culture of appreciation and growth. #EmployeeEngagement #EmployeeRecognition #WorkplaceGratitude #BlackFriday

What an exciting day, as we launch Pulse Daily at British Gas - marking an exciting milestone in enhancing performance and engagement for Customer Fulfilment teams across the UK! There’s been such a buzz on the floor this week, and early feedback has been fantastic! Solvers love the clarity that Pulse Daily brings to their goals, while Team Leaders see it driving healthy competition, engagement, and continuous improvement. A huge thanks to everyone involved in this incredible partnership. We can’t wait to see the impact unfold!

Grateful for our incredible community of customers, partners, and employees. Thank you for being part of our journey to transform the employee experience, creating workplaces where people feel inspired, supported, and ready to succeed daily???

A huge congratulations to our amazing customers recognized at the 2024 European Contact Centre & Customer Service Awards (ECCCSA)! ? We’re thrilled to see these organizations celebrated for their achievements in Operational Excellence, Employee Experience, and Customer Experience. ? ?? Operational Excellence Awards: British Gas, Foundever, Concentrix, Samsung Electronics x Teleperformance, OVO ?? Employee Experience Awards: Foundever, Samsung Electronics x Teleperformance, Ocado Retail ?? Customer Experience Awards: OVO, Teleperformance, Orange, Foundever, Ascensos, Ocado Retail ? ?? Congratulations to all the winners! ? #ECCCSA #OperationalExcellence #EmployeeExperience #CustomerExperience #Centrical

While many of us are enjoying turkey, time-off, and Black Friday deals, shout out to the frontline workers putting in extra hours to make the holidays shine.

In our latest whitepaper with The Forum, we surveyed customer service leaders in the U.K. across industries to get their feedback on the current state of CX and the impact of AI and evolving technology on frontline agents, managers and overall operations. Get your copy below to see what the data shows.

???? ?????????? ?????????????????? ?????????????? ?????? ???? ???? ??????????? ?? As contact centers shift to more complex, emotionally nuanced work, critical gaps in competency, development, and desire are becoming impossible to ignore. - ?????? ???????????????????? ??????: Only 16% of agents feel prepared for high-stakes tasks like handling emotional conversations and de-escalating conflicts. - ?????? ?????????????????????? ??????: 90% of contact centers report struggles with training and coaching, leaving agents underprepared for next-gen consultative work. - ?????? ???????????? ??????: Fear of AI replacing jobs and lack of career progression are eroding agent morale. It’s time to rethink training, coaching, and upskilling to ensure your team is ready. We’ve put together an exclusive eBook with strategies to tackle these readiness challenges head-on. Want a copy? Comment "readiness" below, and we’ll send it your way!

Are your frontline managers ready for the challenges of the AI era? Many aren’t—but we’ve got you covered. ?? Missed our webinar? Watch?Empowering Frontline Managers in the Age of AI?now available on-demand. See how the right blend of human empathy and AI can transform the way managers and agents work, boosting performance, productivity, and engagement. link in comments ?? #Centrical #FrontlineManagers #AI #ContactCenter

Only 16% of leaders feel agents are ready to handle complex, high-emotion interactions? How are you addressing competency and skills gaps of your frontline agents? Check out the report below for strategies and best practices...