Transforming the Call Center Workplace with Pascal Leclrec

Revolutionizing the Call Center Workplace One Agent at A Time

Last week, we featured nGUVU’s head of product strategy, Pascal Leclrec to talk about how nGUVU’s platform help to create a better workplace environment for contact center agents. Using a combination of game mechanics, social interaction features and behavioral analytics, nGUVU helps motivate agents to achieve their goals in a fun,game-like environment.

Watch the full interview below to learn about:

  • What was the central problem nGUVU aimed to resolve in the contact center working environment?
  • How did nGUVU present KPIs to contact center agents in contrast to traditional layouts that centers solely around competition?
  • How did call center companies reacted about having a layer of social mechanics for the agents on the nGUVU’s platform?
  • what were nGUVU’s key lessons in finding the balance between game-like elements and gamified, progress-orientated mechanics?
  • What were some of the behavioral changes that occurred among contact center agents as a result of gamifying their workplace?
  • Have nGUVU used rewards for knowledge sharing or knowledge base contribution among contact center agents?

Watch the video, listen on the audio podcast or subscribe to our iTunes channel below. Be sure to catch our next episode of the Gamification Revolution.

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Need help with behavioral science and gamification? Get in touch with our boutique consulting agency Dopamine.

The post Transforming the Call Center Workplace with Pascal Leclrec appeared first on Gamification Co.

Author: Heong Weng Mak

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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