Come September and I’ll be speaking at the biggest annual contact-center event in Mexico about Teleopti workforce management (WFM) in general and more importantly/interestingly, about gamification in particular. I haven’t yet figured out the best way to translate “gamification” into Spanish but what I do know is gamification is gaining a lot of steam in the Americas. I’m expecting it to be a big hit.
We all know that automated WFM forecasts workloads so as to more accurately schedule the proper human resources to carry out the work accordingly. We also know that, thanks to automated WFM, agents are much less stressed or burned out, due to under- capacity and much less idle or bored, due to over-capacity.
But, however you look at it, the work of an agent is, intrinsically, not that exciting – handling customer issues through various channels (phone, e-mail, chat or video). We know that providing excellent customer service these days is nothing short of imperative: agents are the front line of your business – those closest to your customers. As such, they exert considerable influence in making, maintaining or breaking customers. Since the nature of the work is rather repetitive and tedious, absenteeism, attrition and agent-turnover rates are still unsatisfactory high in the industry. Enter gamification.
Considering that the cost of the human resource often comprises 80-90 percent of a contact center’s costs, anything that helps boost agent satisfaction is considered mission-critical today. This makes Teleopti WFM and its gamification offering, in my opinion, mission-critical – right out of the box. To give an analogy, air traffic controllers have no clue as to where airplanes are located unless they’re right under the radar. Teleopti brings the radar to the operational team, letting them know how to prepare for the near future and maintain operational targets. Gamification helps reach those targets even more so, which may significantly impact your bottom line.
In case a refresher on gamification is in order here, it’s an empathy-based approach that introduces a service which, through fun, game-like competition, incites contact-center agents to improve their performance. As a result, it contributes to and supports the overall value that you offer your customers.
Teleopti’s gamification designers address users almost as players of a game. The designers’ attention is, as always, on the agents, placing them in the center. Designers ensure that the competitive nature is fun, fair and stimulating. The system then rewards perfomance – based on pre-determined parameters and metrics determined by you – by awarding gold, silver and bronze medals. These can be traded in for prizes – perhaps an IPad, or being the first in line for the next shift or vacation bid or a day off with pay – the prizes also pre-determined by you.
All of a sudden, we are seeing gaming concepts used in real-life scenarios – namely, work. Teleopti was the very first workforce management company world-wide to introduce from the gaming community, a game-like environment in its WFM solution – one that encourages agents to reach specific targets and improve their performance for which they are compensated. Talk about Teleopti being on its game (no pun intended! 🙂 – and ahead of the game).
Teleopti compiles reports and statistics on a daily basis. When agents come into work the following day, they can see if they’ve earned a medal or won a prize on the agent MyTime portal. It’s something they can constantly look forward to. Gamification thus brings beneficial byproducts – in the form of reduced absenteeism and reduced turnover.
What kinds of metrics are used to compensate/reward agents? Adherence, pre-set targets, the number of handled calls, AHT, etc: these can all be measured. Targets, however, must be selected, ensuring agents won’t just rush through calls, turning them over quickly and thus negatively impact customers. Safeguards must also be set against system-rigging. Contact center staff that sets up the parameters have to think about this. Teleopti will be right alongside you, helping you to set these up.
Gamification is already being used in many ways and in many industries, not least in marketing, health, technology and design. Companies, such as Yahoo, LinkedIn, Amazon and Duolingo have incorporated gamification as part of their business strategy. More specifically, in the health industry, for instance, there is something called a “surgeon stimulator” which is a tool used for emergency services that incorporates gamification to help surgeons in training.
At the end of the day, it’s all about providing fun and positive reinforcement so that agents perform to the best of their ability – in a manner that’s interesting and that holds their attention. Be on your game, stay ahead of the game; take on gamification!
Publish Date: September 2, 2016 5:00 AM
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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|3.)||Balto Software Inc|
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Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
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Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.
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Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.
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Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.
|10.)||Mediatel Data Srl|
Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.
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Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
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Trendzact AI On-Demand
Trendzact provides on-demand data science Insights team who will solve the AI resource dilemma. Our Insights team will apply machine learning models into your business processes and build functionality such as natural language processing and service level agreement (“SLA”) diagnostics into your CRM solution. Use AI for aftercall documenation, agent sentiment analysis, proactive agent guidance and anomaly detection with real-time alerts
virtualQ’s AI-based, enterprise solutions
virtualQ GmbH designs and develops enterprise software that enables companies to control incoming calls to its service centers 24/7 without waiting times. We offer an intuitive virtual assistant platform that reduces waiting times on the phone, provides information to callers, answers recurring customer inquiries, collect customer satisfaction surveys, and display a data dashboard to track performance. We employ artificial intelligence to provide intelligent call-backs, appointments, FAQ bots, voice IVR, virtual assistants, high call volume management, and more! All of our products and services are quick add-on solutions for companies who want to take advantage of AI.
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VOZIQ Predictive Customer Retention Solution
VOZIQ is the only cloud-based predictive retention solution that is powered by 10+ targeted machine learning models to enable recurring revenue businesses to predict customers who are at-risk of cancellation and prevent the cancellation by driving large-scale actions through contact center customer care, marketing and field channels.
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