News : Call Journey and nGUVU to Change Business Landscape with Gamification Technology
Melbourne, VIC, Australia, July, 2019 -- nGUVU, a global provider in contact center employee engagement, In its quest to further improve agent operational metrics, has partnered with Call Journey, a provider in Conversation Analytics, to provide businesses with an immersive and comprehensive solution in tracking insightful KPI’s and boosting agent satisfaction and engagement.
The partnership marries Call Journey’s Conversation Analytics solution, EVS™ (Emotive Voice Streams), and nGUVU’s gamification platform, nGAGEMENT, to create a better and more fun everyday work experience for agents.
"Agents are the core of one’s business. Look after your agents and they, in turn, will look after your customers," said Call Journey CEO Paul Humphrey. "Together, Call Journey and nGUVU can help businesses provide a positive working environment for their employees, not only by keeping them engaged but also by identifying areas that they need to improve on and creating training frameworks that can develop their skills."
nGUVU Chairman and CEO Pierre Donaldson said, "It’s no secret that great customer experience is a direct outcome of employee engagement, which is why we give importance to the agents’ well-being. With Call Journey’s advanced AI-based technology and our innovative gamification solution, we can help businesses initiate recognition, competition and development for their agents in a fun and engaging way."
Posted by Veronica Silva Cusi, news correspondent
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About Call Journey:
Call Journey is an Australian company rocking the convversation analytics. We3've created an EVS platform recognising emotion and sentiment.
nGAGEMENT uses game mechanics, social media and interactive features, machine learning, and behavioral analytics to drive performance at the agent level. Our software motivates agents to achieve their objectives by immersing them in a fun game-like environment. The result is higher agent engagement, productivity, and satisfaction (and customer satisfaction by extension), as well as improved contact center agent recruitment, lower turnover, and a sense of community and collaboration among agents.
Published: Friday, August 2, 2019
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