How To Use Gamification To Improve Call Center Performance

Recent research by Deloitte found that 62% of organizations view customer experience provided through contact centers as a competitive differentiator. What’s more, 40% of the organizations that participated in the study have dedicated customer experience resources, and 82% recognized “accuracy and quality of information” as the most important customer experience attribute.

Do your call centers give you a competitive edge? Do your agents deliver quality service . . . and do they provide it efficiently and effectively?

Gamification can directly impact your answers to those questions. Here’s how:

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Author: matt.stone
Source: http://www-staging.bunchball.com/blog/post/1497/how-use-gamification-improve-call-center-performance

Written By juliooliveira

I’m from Sao Paulo / Brazil, married with a incredible woman called Francine and I have two lovely children: Sarah (8 years old) and Nicolas (2 years old). Currently enrolled at the master degree program (MSc) in Information Systems Management at the University of Liverpool (UK). Holder of the credentials PMP and PMI-ACP of the Project Management Institute (PMI).

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