Gamification boosts agent engagement to enhance the customer experience
ATLANTA (Sept. 30, 2014) – Intradiem, the leading provider of intraday automation solutions, will host a free webinar on Wednesday, Oct. 8, 2014, at 2:30 p.m. EDT titled, “Leveraging Gamification to Drive Contact Center Results.”
The webinar will share best practices on how contact centers can utilize gamification to motivate and engage agents within the constraints of their tightly scheduled work days. Many businesses have successfully implemented gamification within their organization to drive improvements in sales, service and as well as other areas such as agent engagement and retention.
Donna Fluss, author of “The Real-Time Contact Center” and president of DMG Consulting LLC, will join John Wolf, Intradiem’s chief marketing officer, for this live, interactive discussion. Fluss has more than 25 years of experience helping end users build world class contact centers, as well as aiding vendors in developing high-value solutions for the market.
“Gamification solutions help to improve agent and employee retention by using game mechanics, and intrinsic and extrinsic rewards and recognition to engage employees,” said Fluss. “Gamification is perfect for people-intensive operating environments like contact centers and back offices, where it can be used to motivate the staff to be more engaged in delivering an outstanding customer experience.”
Attendees of this webinar will learn:
- Appropriate use cases for gamification
- A decision framework for implementation
- Gamification Do’s and Don’ts
- How gamification fits into the world of workforce optimization
- How intraday automation works with gamification
“We often hear that contact center managers want to use gamification techniques to improve employee engagement but shy away from it because of the manual upkeep involved in updating employee statuses as they earn rewards,” said Wolf. “However, with intraday automation, the implementation of gamification is seamlessly integrated into the contact center environment. Business rules can automatically update agent scores and even update agent profile and queue assignments as agents complete specified activities.”
Registration for this free event is available here.
Intradiem is the leader in intraday automation solutions for multi-channel contact centers. Intradiem’s customers achieve an invincible customer experience with a real-time workforce by automating manual processes such as intraday task management, intraday staffing, reskilling, channel balancing, and real-time alerts. Intradiem empowers an immediate and consistent response to unpredictable events and changing conditions, resulting in labor savings, improved employee performance and a better overall customer experience.