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Learn to Effectively Apply Gamification in the Contact Center


Presented By: GamEffective

Live Date: April 11, 2018. PLEASE SIGN IN FOR RECORDING.

Presented by Roni Floman, VP Marketing at GamEffective and Dee Nilles, Senior Consultant, GamEffective

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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 published author.

      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.