Learn to Effectively Apply Gamification in the Contact Center
Live Date: April 11, 2018. PLEASE SIGN IN FOR RECORDING.
Presented by Roni Floman, VP Marketing at GamEffective and Dee Nilles, Senior Consultant, GamEffective
About the Webcast
Can gamification really move the
needle on motivation and learning in the contact center?
If so, what goals
should we set and what results should we expect? Modern gamification uses
digital motivation and engagement automation to drive both learning and employee motivation. Applying it won’t necessarily make agents more competitive, but it
will make them more engaged.
In this webcast we discuss:
- What is gamification and how it is most effectively applied in the contact center
- How it can be used to drive learning outcomes and what their
applications are at work
- The benefits of deep gamification mechanics such as engagement automation and "betting on yourself"
We will discuss how Microsoft used gamification in its outsourced call centers and the impact it had on facilitating employee learning and improving engagement. Hear their story as well as additional case studies.
About the Presenters
Roni Floman, VP, Marketing, GamEffective
Roni is VP of Marketing for GamEffective. She has
been involved with GamEffective since 2013. Prior to that, she consulted
numerous start-up technology companies and led business development
at telecom and enterprise software companies. She holds an L.L.B Degree, Magna
Cum Laude, from the Tel Aviv University and an MBA from INSEAD. She is also a
Dee Nilles, Senior Consultant, GamEffective
Dee is a contact center expert.
Most recently, she was Senior Business Program Manager at Microsoft Consumer
Support Services, where she oversaw strategic and daily operations at multiple global call centers. At Microsoft, she managed and deployed key strategic
global initiatives such as: Gamification programs, Agent Enablement, Supplier
support model (No Agent Left Behind Program), and co-creation projects through
Making Agents Great Programs.