Helping contact centers see data, understand performance and drive employee engagement automating rewards with the capability to acknowledge awesomeness, keeping both onsite and WFH agents engaged, focused, and motivated.
This is not just another data visualization or Gamification app. This is a performance management platform that uses data science to combine data visuals, behavior science and Gamification.
Real-time Analytics + Gamification features designed to seamlessly integrate into the Contact Center platform supported by CT Suite.
See data, understand performance and drive employee engagement; automating rewards with the capability to acknowledge awesomeness, keeping both onsite and WFH agents engaged, focused, and motivated.
Earn points for productive behavior such as recording active leads or updating customer account details. Gamification uses a points system for employees to level up, earn badges, or earn additional extrinsic rewards.
Gamification makes mundane tasks interesting by turning employees into gamers. As employees update leads or close a support tickets they can move up in a leaderboard or win a cup.
Gamification helps employees understand work in clear game missions. Gamification provides instant feedback on behaviors that contribute to the success of a particular campaign.
Create quizzes to teach employees new skills and post their achievements on live, broadcast activity feeds. Reward skill building with fun giveaways or lottery prizes.
Analytics pinpoints employee behaviors such as punctuality, CRM usage and KPIs for managers to give feedback and set goals for improvement and productivity.
Create competitions for the lowest call handle time or lead conversions to boost employee performance. By analyzing individual metrics, create specialized teams for certain strengths such as customer relations or call resolutions.
Tap into employee intrinsic and extrinsic motivators. Use Gamification to clearly and simply roll out personalized employee performance plan through game play.
Gamification helps regulate rules for behaviors such as customer satisfaction or minimizing call handle time through an automated system. Give points for adherence to these rules to improve work culture and productivity.
Put contact center TV screen displays to full use with live streaming of campaign progress, leaderboards and achievements. Motivate teams by displaying work progress as a game.
Use TV streaming to announce employee achievements and milestones. Gamification gives employees the autonomy to play music of their choice on the completion of a major milestone.
Gamification’s TV streaming easily spots and highlights the knowledge gurus in your contact center. So as a manager you can easily identify who the influencers are. New employees can then be easily motivated to learn and collaborate with the right people.
Let Gamification combine the performance analytics of your contact center into a live, unified game. Represent higher service levels in the form of a constructing skyscrapers or a competition between employees as a car race. The possible narratives are endless.
Out of the box connection center is designed to help operations managers and IT teams build a 360-degree view of performance across a variety of platforms, sites and systems – so you can explore the full extent of your contact centre performance.
Use our list of pre-built reports to correlate all of the data. The platform includes overall contact center performance statistics; Impact reporting on knowledge and training; and Call quality reporting. Or create your own personalized reports using the extendible BI toolkit.
Combine the performance analytics of your contact center into live, unified games, that can listen and react to changing employee behavior.
The advanced notification mechanism provides real-time reporting on the impact of games and challenges. So you can simultaneously adapt the programs and keep customers, users, managers and executives informed in real time, about how you are meeting the expected customer experience.