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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Microlearning and Gamification: What Research Tells Us and How We Can Put It Into Practice
Gamification, Microlearning and digital motivation are the hottest topics in learning, but they require good design, especially if repetition is to be implemented. The good news is that new tools are available that enable the flexibility to implement gamification and microlearning in ways that align with scientific research on learning—including in mobile-learning applications. 

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Dr. Thalheimer will challenge us with fun and engaging real-world scenarios before he reveals the research to bring clarity to the learning-design issues involved. Ms. Floman will share examples of how to implement these time-tested principles using today’s most innovative technologies. This webinar is a great way to start the year—with the best in research-based practice applied to today’s most innovative learning technologies.

Will Thalheimer, Ph.D., Author, Learning-and-Performance Consultant and Researcher
Roni Floman, Author, Product Evangelist, GamEffective
Sponsored By GamEffective
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