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"Gamification to Improve Contact Center Performance"

Using Gamification to Improve Contact Center Performance

White Paper: CallMiner

Gamification is a fun and growing resource that can be adapted to improve contact center performance and agent engagement. While gamification is flexible, two elements are required to make it successful: clear business goals and accurate metrics.

When contact center agents are more engaged at work, enterprises can optimize engagement with customers.

This whitepaper provides you insights on how interaction analytics and gamification could help your organization to optimize customer engagements and improve contact center performance.

It discusses:

  • How does gamification relate to contact centers?

  • Several avenues to motivate contact center agents

  • How leaders are combining gamification and interaction analytics to get business results

  • Best Practices from the Leaders

Using Gamification to Improve Contact Center Performance
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What is

What is Business ?

By definition a business is an organization or economic system with consistent and typical exchange of produced goods and offered services for one another or for money to fulfill human needs. Types of businesses, Non-Profit business: This is a type of business with charitable or educational goal rather than earning money from its services.

What is business process management ?

Business process management is a systematic approach to business processes of a company which cover how we think, change, and monitor business processes so they run easily and can be enhanced after some time. BPM (Business Process Management) is a field of management that acts as a systematic approach for making organizations Workflow more effective, more efficient and hence improving the corporate performance by managing business process in the organizations.

What is Contact Center ?

A contact center or customer interaction center is a central point in an enterprise that is equipped to handle large amounts of customer telephone requests for an organization. It is basically a computer-based system that provides call and contact routing with specialist answering “agent” stations and a sophisticated real-time contact management system, for high-volume telephony transactions.

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