HOW DOES GAMIFICATION RELATE TO CONTACT CENTERS?
When it comes to contact centers, 70% of the operational cost is on human resource. From hiring, training, motivating and retaining these talents, these will always be its top priority.
On top of that, the additional madness of juggling absenteeism, attrition, increasing FCR and other related KPIs, as well as increasing challenges to continuously deliver exceptional service, has made it crucial for contact center operations to look for solutions to these key challenging areas.
This workshop will focus on the application of gamification solutions targeted for contact center challenges.
WHY YOU NEED TO ATTEND THIS WORKSHOP?
Contact center operators have used gamification to improve agent engagement in general and to achieve many more specific benefits, such as improving adherence to scripts, raising closing rates for sales and collection activities, reducing risks by improving compliance with disclosure requirements, and reducing the onboarding time for new agents by making training more effective.
Employee engagement is a persistent problem at contact centers, as evidenced by high employee attrition rates. Other signs that contact center agents are not engaged in their work include:
> Flat or declining sales
> High abandon rates
> Increased customer service complaints
> Increased compliance violations
Learn to engage with employees using gamification techniques to make the working environment more enjoyable, exciting, and purposeful.
HOW CONTACT CENTERS CAN USE GAMIFICATION?
With properly designed gmaification strategy, gamification can be used to achieve the following business goals:
> Reduce absenteeism
WHO IS THIS FOR?
Contact Center General Managers, Senior VPs, VPs, Directors and Senior Managers of the following areas:
> Human Resource
> Compensation & Benefits
Session 1: Gamification as Human-Focused Design
· Introduction to Super Agent Game
· Workshop Objectives
· What Gamification is all about
· How Gamification is impacting Contact Center
· Future of work: Using Gamification at the Workplace
Session 2: Success & Setbacks
· Success Stories of Contact Center Gamification (case study)
· Group Activity 1: Identify Your Challenges when Implementing Gamification at work
Session 3: Introduction to the Gamification Framework Overview
· Human Psychology and Motivation
· Human Motivational Framework in Action
· The Six Human Needs
· The Six Human Needs (Exercise)
· Group Activity 2: Identification of Player Type
· Select a Game
Session 4: Implementation of Game Element in a Non-Gaming Environment
· How Apple created an Empire?
· Facebook is an Obsession
· Wikipedia is Free yet Resourceful
· Is Waze simply an App for Direction?
· Geomons wasn’t Simply a Game
· Group Activity 3: Game Elements in Organizations towards Business Objectives
Session 5: An Coppens Framework: Attraction
· Guided approach to develop prototype in identified Contact Center Processes
· Devise strategies that appeal to your targeted players
Session 6: An Coppens Framework: Engagement
· ORLIG AMAZE Gamification Example (Auction House)
· Exploring techniques to enhance engagement
Session 7: An Coppens Framework: Nurturing
· Sustaining interest and motivation to speed up the progress
· Check and Balance
Session 8: An Coppens Framework: End Game
· Acquiring evidence of adoptions and achievement of outcomes
· Reviewing & Relating to KPIs
Session 9: Developing Prototype
· Team Presentation and Feedback
· Best Practices· Developing Individual Action Plan
Vigneswaran is currently actively involved in developing Gamification training materials in collaboration with Orlig, who are pioneering a paradigm shift in the working environment at call centers where their influence stretches beyond national boundaries through the incorporation of Contact Center Gamification on Cloud. This indirect approach will contribute positively on issues such as staff absenteeism, attrition, engagement, and motivation which has plagued, not only this particular industry, lies a fundamental challenge to numerous organizations.
He is a Certified HRDF Trainer and also accredited by Harrison Assessment in Employee Development, and attended Gamification and Behavioural Design workshop by Yu-kai Chou.
Elsie is currently involved in developing workplace gamification training modules for employee and learner engagement in collaboration with Orlig, a leading contact centre gamification solutions provider. She has attended Gamification and Behavioural Design Workshop by An Coppens, a leading expert in Gamification design and recognized HR technology Visionary.
Elsie is certified in Thomas International Management Systems (Personality Profiling and Human Job Analysis), Harrison Assessments, Global Leadership Inventory, Competency Based Behavioral Interviewing and DDI Success Profile Card Sort Analyst.
Elsie has facilitated workshops for Contact Center Managers, Team Leaders and front-liners in applying effective collaboration, motivation and engagement strategies to drive team performance. She adds value to her audience from the Financial Services, FMCG, Outsourced Contact Center Services In-House Contact Center for Global Shared Services via applications of innovative and impactful best practices.