Microsoft Uses Gamification to Boost Performance, Skills and Communication across Thousands of Agents

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AN EXCERPT FROM FROST & SULLIVAN’S ‘ENHANCING OMNICHANNEL AGENT PRODUCTIVITY’ REPORT – NOVEMBER 2016
There is no substitute for the human touch provided by omnichannel contact center agents when connecting virtually with customers for complex service and sales support issues. Agents are the linchpin to successful and profitable Customer Experiences.

But it’s costly to hire, train, manage, accommodate, and equip agents to perform these essential tasks. Wages and benefits comprise the lion’s share of operating expenses (65%-70%). Moreover, having contact center agents work on premise incurs significant real estate, facilities, and equipment outlays.

In today’s competitive environment, organizations (businesses, non-profits, and government agencies) must delight customers and control costs in order to exceed their goals and spur growth. Ensuring that contact center agents are productive and engage with learning is essential.

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