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Analyst Webinar: How Gamification Plays out in the Call Center

Join our guest, Forrester’s Ian Jacobs and Dee Nilles, Contact Center Expert, to discuss real use cases of how digital motivation helps control call center costs through better learning and performance

The contact center is changing rapidly, with new channels and systems. Managing agents is also changing, and yet the age-old question of learning, focus and motivation of agents still remains. As sampling, performance management and learning practices change, contact center operations managers need to still drive effective learning and better call outcomes, and digital motivation can provide a solution.

Tuesday, October 24th, 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:

  • Why and how gamification should work hand-in-hand with individual coaching and learning
  • How can digital motivation be used in the call center and how it “plays” with other systems
  • How in-class training can be reduced with on-the-job learning and performance support
  • How one company used digital motivation for tens of thousands of users

Ian Jacobs, Principal Analyst at Forrester Research: Ian Jacobs serves Application Development & Delivery Professionals. With a focus on the digital transformation of customer service, he is an expert in contact centers. His research keeps a sharp focus on customer experience and agent experience issues. Ian is an award-winning columnist, is regularly quoted in major global publications and is a frequent speaker at industry conferences.

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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