In the news release, Centrical Launches Team Performance Central
& AI Assistant, Saving Team Leaders More Than 4 Hours Per Day
While Elevating Frontline Performance, issued 17-Sep-2024 by Centrical over PR Newswire, we are
advised by the company that in the headline, summary and third
paragraph, it should read "4 hours per week" rather than "4 hours
per day" and the fourth paragraph, first sentence, should read "For
managers, this means half a day more per week to focus"... rather
than "For managers, this means half a day more to focus"... as
originally issued inadvertently. The complete, corrected release
follows:
Centrical Launches Team Performance Central & AI Assistant,
Saving Team Leaders More Than 4 Hours Per Week While Elevating
Frontline Performance
Solution provides a unified view of team performance, and a
breakthrough AI-powered manager assist tool
Summary:
- Centrical Launches New Team Performance Central and AI
Assistant: Introducing a groundbreaking solution to provide
frontline team leaders—often the most underserved yet critical in
driving performance—with a unified view of team performance and an
AI-powered manager assist tool.
- Proven Time Savings: Team leaders across financial
services, energy, and BPO sectors report saving 4 hours per week on
administrative tasks.
- Enhanced Manager Experience: Building on its
category-defining success in "Employee Performance Experience" by
putting employees at the center of business success, Centrical now
expands its solution to empower frontline leaders with more
effective coaching and team development tools.
- Future-Proofing Frontline Teams: Centrical leverages AI
to help organizations adapt and thrive in today's rapidly evolving
work environment.
NEW YORK, Sept. 17, 2024 /PRNewswire/ -- Centrical,
the leading Performance Experience Platform for frontline
employees, announced today the launch of Team Performance Central
and AI Assistant for Team Leaders. The breakthrough technology
provides team leaders with a unified view of team performance,
interactive data exploration, and a revolutionary AI-powered
manager assist tool that automatically summarizes team performance
and guides team leaders to the next best action by surfacing
contextual and personalized coaching and recognition
recommendations.
Driving Significant Time Savings for Team Leaders
Leading customer experience organizations across industries,
including financial services, energy, and BPO, reported an
average of 4 hours per week in administrative time savings
using the new solution.
For managers, this means half a day more per week to
focus on personal conversations, coaching employees, and building
human connections—essential for boosting team morale and
productivity. As additional capabilities are introduced, these time
savings are expected to double, further enabling managers to focus
on what matters most: developing their teams and enhancing the
employee and customer experience.
A team leader from one of Centrical's clients, a global
financial services leader, said, "Everything is at our fingertips,
so it gives us more time to spend with agents."
According to CMP Research, 47% of frontline agents are not
satisfied with their manager. In addition, Gartner reports that 6
out of 10 leaders report that coaching is one of the top 3
priorities for supervisors. But the same research suggests that
supervisors only spend 30% of their time coaching.
Centrical's Team Performance Experience gives significant time
back to frontline managers and intelligent, actionable insights to
make them more effective and efficient coaches.
Empowering Managers to Make informed Decisions,
Optimize Team Efficiency, and Improve Customer Experience
Offering a smarter, easier, and faster way to manage frontline
team performance, Centrical's new Team Performance Experience
empowers frontline team leaders to spot strengths, address
weaknesses, and prioritize coaching and recognition opportunities
to drive better employee and customer experiences.
Key Features and Benefits:
- A fully customizable unified view of team performance
across all team members and KPIs provides a single place to manage
performance.
- AI-powered Manager Assistant provides contextual
performance insights and next best action recommendations for
coaching and recognition, suggested follow up questions, and the
ability to ask it anything using natural language.
- Intuitive and interactive data exploration, including
smart filters that instantly highlight employees missing or meeting
target across KPIs, employees with a significant improvement or
drop in performance compared to past performance and performance of
the team, and employees recently coached or evaluated, providing
clarity to team leaders on who to coach and recognize.
- Deeper trend analysis and action, enabling team leaders
to drill down to view team and employee performance trends on
a specific KPI over time, see the impact of past actions, and take
immediate action all from one place.
The Executive Director of a top five global financial
services company using the solution across tens of thousands of
contact center agents, said, "Centrical has revolutionized how
we manage our frontline operations. Despite our significant
investments in BI and analytics tools, nothing has made managing
team performance as simple and effective as Centrical. Supervisors
can instantly see performance trends, identify who needs support,
and take decisive actions, all from a single platform. It
eliminates unnecessary tasks and allows supervisors to focus on
what matters most—coaching and supporting their teams. The feedback
from our supervisors has been overwhelmingly positive—they feel
more empowered and engaged than ever before."
Marco Brouwer, Contact Center
Manager, Teleperformance Benelux, said, "Centrical has
transformed our contact center operations by turning our raw data
into actionable insights for our frontline teams. The AI-driven
support from Centrical enhances our operational efficiency and
significantly elevates the customer experience."
Ruben Lowenstein, Customer
Care Manager, Samsung Benelux, said, "Working with the
Centrical platform really enables us to focus on employee growth in
a structured, tangible and effective way. And as you can imagine,
people growth is business growth."
AI Renaissance and the Future of Frontline Teams
Gal Rimon, CEO & Founder, Centrical,
said, "The customer experience industry is undergoing a profound
transformation, redefining the roles of frontline employees and
team leaders. With AI now handling more complex interactions and
routine tasks, agents need new skills to connect deeply with
customers and solve their problems more effectively. Centrical's
new solution empowers our clients to meet these demands head-on,
leveraging cutting-edge technology to future-proof their frontline
teams.
After defining the category of 'Employee Performance Experience'
by putting frontline employees at the heart of business success, we
are now expanding our solution to strengthen the role of frontline
managers, equipping them with the tools to be more effective
coaches and leaders. As Richard
Branson famously said, 'Take care of your employees, and
they'll take care of your customers.' This philosophy is at the
core of what we do. Today's advancements in AI and technology allow
us to bring this vision to life on an unprecedented scale, helping
organizations not just adapt but thrive in this new landscape."
Simon Harrison, Founder &
Executive Partner, Actionary, said, "Our research shows that
frontline employees are under pressure to deal with a higher volume
of emotional interactions as AI automates more tactical
engagements. Solutions that save team leaders time and offer
actionable insights create capacity to help ensure wellbeing
through a healthier agent and supervisor relationship dynamic."
To see how Centrical's new Team Performance Central and AI
Assistant can transform your frontline team's performance, register
for the upcoming live Demo Day, which will take place October 1, 2024 at 11am
ET, or view the video at centrical.com/TPX.
About Centrical
Centrical, the Performance Experience Platform, empowers
best-in-class customer experiences for the world's leading brands
by building highly engaged and productive frontline teams. The
platform personalizes the employee experience, guiding individual
success and growth, through AI-driven performance, coaching
and quality management, personalized microlearning, and voice of
the employee—all wrapped in industry leading gamification to make
the experience both fun and rewarding. In addition, Centrical's AI
copilot empowers frontline managers to develop their teams through
more effective and efficient coaching.
Centrical was founded in 2013 and serves customers in 150
countries in 40 different languages. Centrical has offices in
New York, Tel-Aviv, and London and customers include leading
multinational enterprises such as Microsoft, Teleperformance,
DHL, Synchrony Financial, and more.
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