** This webinar will be held twice. Once for US and once for European audiences. (January 26th 11am PST and January 27th 1PM UK)
Improving agent productivity is one of the primary ways to drive an increase in overall call center performance. Higher agent performance leads directly to increased customer satisfaction, better retention and better referrals. But how exactly to go about motivating and incentivizing agents in a call center environment?
One way is to use advanced gamification techniques to uncover the habits of your top performing service agents. This path to success can then be replicated across your entire team using a combination intelligent coaching prompts that guide agents and game mechanics that keep them engaged.
At NewVoiceMedia, we not only provide a gamification application called Motivate, we also use Motivate to optimize the performance of our own service teams. During this webinar you will hear directly from Kev Willers, SVP Customer Service at NewVoiceMedia, as he explains how we’ve used Motivate to improve service levels. Kev will be joined by Peter Grant, SVP, Motivate who will explain how to successfully deploy game mechanics in a Salesforce call center environment.
Existing NewVoiceMedia customers as well as businesses considering how to improve their call center performance will benefit from this session. You will learn how to:
•Inspire increased agent performance through interactive, real-time leaderboards, alerts, recognition and
•Energize team performance with competitions and reward incentives
•Achieve better call center service performance by creating highly engaged and motivated agents