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The Business Case for Gamification
in the Contact Center

How sales and customer service benefit by focusing on emotional motivation instead of sticking to financial incentives alone

Many contact center leaders are caught between the increasing demands on the contact center and the fact that many of their agents are actively disengaged. Focusing on better management tools, rewarding winners or incentives and quality assurance alone don’t make the cut. Learn from Gameffective’s experience on how to create emotional engagement and how it changed revenue and saved money in one of the world’s largest employee gamification deployments at Microsoft.

Thursday, December 14, 12:00 PM EST

Can’t make the webinar? Register and we will send you a recorded version and slide deck.

In this expert series webinar we will discuss:

  • How engaging employees at an emotional level can change behaviors, develop skills, and drive outcomes
  • How gamification can drive results, reduce costs, and increase customer satisfaction
  • How employee knowledge and time to proficiency can result of the effort

Dee Nilles, is a contact center expert. Most recently, she was Senior Business Program Manager at Microsoft Consumer Support Services, where she was in charge of strategic and daily operations at multiple call centers, globally. At Microsoft, she managed and deployed key strategic initiatives across global consumer teams such as Gamification programs, Agent Enablement, Supplier support model (No Agent Left Behind Program), and co-creation projects through Making Agents Great Programs.

Roni Floman, VP Marketing at Gameffective, a leading workforce performance gamification company, helping companies engage employees to improve motivation and learning.

Gameffective provides real-time feedback as well as dynamic goal setting for employees and managers to drive better performance– doing away with stale goals stated in once-a-year reviews. By showing goals and objectives to employees, it acts like a fitness tracker for work.
The Gameffective platform can easily integrate with existing enterprise applications, providing a deep and effective gamification solution that significantly improves performance.

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