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Gamification: Best Practices, Benefits and Use Cases

GamEffective

Presented By: GamEffective



Live Date: July 17, 2018. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Dee Nilles, Senior Consultant, GamEffective

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About the Webcast

Are you thinking about gamification but not sure if it’s right for you? Would you like a better understanding of how gamification impacts employee performance? 

Are you curious where to start?  

Companies like Microsoft and Comdata are using gamification to retain employees, increase skills, drive down operational costs and improve customer satisfaction; all in a fun and interactive way. Join us as we explore best practices for implementing gamification in contact centers and discuss how to create a business case for executives and stakeholders.  
In this webcast, we discuss: 

  • How leading contact centers use gamification to retain employees, improve skills and customer satisfaction while driving down operational costs  
  • At what point Gamification is right for your organization
  • How to define goals and build a business case for a gamification
  • Best practices for planning, implementing and measuring the impact of gamification
  • Expected Results 

 

About the Presenters

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.

Nicola Benedetto, Head of Services, Processes and Innovation Engineering, Comdata Group Spa

Nicola Benedetto lives and breaths contact center performance. For the past 15 years he has held several leadership positions in Vodafone and Comdata, a leading European and Latin American voice-based services outsourcing provider. He currently serves as Head of Comdata's Italian Operations and prior to that spearheaded Process & Services Engineering for the group. Nicola holds a PhD in European and Comparative Labor Laws and has a strong track record of driving employee engagement, setting processes and driving operational excellence in his teams.