contact center gamification & machine learning

Introduction

ModeratorJean-Marc Robillard

Director of Marketing - nGUVUjeanmarc.robillard@nguvu.com

On Demand Webinar Recordinghttp://www.nguvu.com/videos/

Questions during WebinarJoin.me chat is monitoredTwitter - #nGUVUlive

PresenterPascal Leclerc

VP Product Strategy - nGUVU• 15 years industry experience• Contact Center Management,

Customer Relations, and IT Consulting

• Employee and Customer Engagement

Our Mission is to create a better everyday work experience for contact center agents.

Our team brings over 30 years of experience in contact center operations and technology.

We believe that the most successful contact centers are the ones that recognize the value of agent engagement.

GAMIFICATION AND MACHINELEARNING FOR CONTACT CENTERS

Gamification and Machine LearningThe One-Two Punch To

Revolutionize your Contact Center

1. Why gamification is more relevant than ever

2. How incorporating gamification into daily tasks can boost

employee engagement

3. The impacts of visual goal representation and real time feedback

4. Sample case studies of successful gamification implementations

5. How machine learning and predictive analytics lead to ongoing

performance improvements

TOPICS TO COVER TODAY

1- Why is gamification more important than ever

“Almost every survey from Deloitte, Gallup, and others, highlight the high priority of employee engagement for organizations — especially as a CEO pain point. But how much is leadership actively doing to lead this effort?” --- Source: Human Capital Institute When it comes to your contact centers, what are you doing to improve agent engagement?

GAMIFICATION INFLUENCES INTRINSIC MOTIVATIONTO INCREASE ENGAGEMENT AND PERFORMANCE

PRO

DUCT

IVIT

Y AN

D CO

ST

OPERATING COSTS

AGENT PRODUCTIVITY

nGAGEMENT

GAMIFICATION

2- How incorporating gamification into daily

tasks boosts engagement

• Obtain the performance gains of regular incentives or

contests, on a daily basis

• Incorporate not just one, but all relevant KPIs

•Find out more: https://youtu.be/GZhIM_L23xo

3- Impact of visual goal representation

“Obtain benefits from

other types of game

concepts to reach all

player types…”

4- Examples of successful gamification programs

• Delta – “Ready, Set, Jet”

• Cirque du Soleil – Compliance

• Applebee's – “BeeBlock”

5- How machine learning and predictive

analytics improve performance

• Identify performance patterns and action triggers.

• Allow agents to self-manage and auto-correct performance

• Provide information to supervisors