Case Study: a leading hospitality brand boosts sales conversion and customer satisfaction with Centrical and Amazon Connect

Leading Hospitality Brand boosts sales conversion 29% with Centrical

A leading hospitality brand faced challenges in optimizing its contact center performance, particularly for reservations and service desk agents working remotely. With disconnected tools, lack of data visibility, and difficulties in coaching, agent performance and customer satisfaction were at risk. The company partnered with Centrical, implementing its employee performance and engagement platform integrated with Amazon Connect.

The solution from Centrical provided a unified platform for real-time performance data, personalized learning, and gamified engagement. This gave agents clear goals and managers actionable insights for coaching. As a result, the company saw a 29% increase in sales conversion and an 8% rise in customer satisfaction scores within six months, significantly boosting agent performance and alignment.