Centrical has announced the unveiling of its revolutionary Employee Performance Experience methodology and platform, including a definitive guide.
The Performance Experience methodology is a groundbreaking approach to improving operational performance and customer experience by personally guiding frontline employees across every stage of the employee lifecycle.
The methodology includes four distinct strategies that can be applied across the employee journey to deliver a better customer experience, reduce operating costs, improve service, quality, and sales, retain talent, and increase employee lifetime value.
As the digital landscape continues to evolve through generative AI, next-generation automation, and other technological advances, organizations must provide an employee performance experience to future-proof their frontline talent and ensure their agents are equipped with the knowledge, skills, and behaviors they need to deliver remarkable customer experiences today and in the future.
Performance management practices of the past are no longer relevant. An increasing number of organizations are recognizing the impact of their frontline employees’ experience on the customer experience.
In our 2023 Trends Report, 46% of respondents reported that aligning with team goals is a top challenge followed by meeting overall metrics (44%), and motivating and engaging employees (40%).
Organizations must modernize their approach to one that is human-focused and employee-centric. Rather than “manage” from the top down, organizations must put their employees at the center and for this to happen they must redesign the employee experience to a personalized one.
The Centrical Performance eXperience platform is designed to help organizations meet these expectations by combining the power of AI with human intelligence to guide frontline employee success.
The platform provides 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.
Frontline workers will require a level of talent that was not required in the past. Organizations must transform their operations to meet these new realities.
This is why we felt it was critical to share our proven approach and best practices learned from our work driving frontline performance experience transformations for the world’s biggest brands.” – Gal Rimon, CEO and Founder, CentricalThis blog post has been re-published by kind permission of Centrical – View the Original Article
For more information about Centrical - visit the Centrical Website
Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.