contact center gamification & machine learning
TRANSCRIPT
Introduction
ModeratorJean-Marc Robillard
Director of Marketing - [email protected]
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