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Webinar Replay: How Gamification Plays out in the Call Center

 

Watch the Webinar Replay

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. This webinar will help you understand:

  • 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.

About GamEffective:

GamEffective is a leading workforce performance management company, helping companies engage employees to improve performance, motivation and learning. GamEffective supercharges performance and learning through personalized gamification and real time feedback. The GamEffective platform can easily integrate with existing enterprise applications, providing a deep and effective gamification solution that significantly improves performance and is easily integrated into existing systems. GamEffective's innovative gamification workforce performance platform is used by leading multinationals.