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Webinar Replay: How to Gamify Your Contact Centre and Motivate Advisors

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Gamification encourages a culture of friendly competition, which can raise the overall standard of work in the contact centre.

This can be done through motivational games, or through a more complex process that allows us to attain insights into how advisors are performing and use that to drive a gamification programme.

In this webinar, we shared everything from simple, fun games to advice for creating a gamification strategy that will help to develop your contact centre culture.

Agenda

  • Introductions - Charlie Mitchell, Call Centre Helper
  • Alexandra Hickson, Payzone UK
Webinar slides for Alexandra Hickson on How to gamify your contact centre and motivate advisors Click here to view the slides
  • Brian LaRoche, CallMiner
Webinar slides for Brian LaRoche on How to gamify your contact centre and motivate advisors Click here to view the slides

Visit the CallMiner Learning Center! Dozens of webinars, guides, videos, case studies, and blogs on all contact center and customer experience best practices. www.callminer.com
Panellists
Alexandra Hickson - headshot
Alexandra Hickson
Payzone UK
Brian LaRoche - headshot
Brian LaRoche
CallMiner
Charlie Mitchell - headshot
Charlie Mitchell
Call Centre Helper
 
Topics to be discussed
  • Fun ways to improve contact centre culture
  • The keys to motivating advisors and boosting engagement
  • How to use fun to further advisor performance
  • The benefits of using technology for contact centre gamification
  • Top tips from the audience
  • Winning tip – "We use gamification to engage our learners for training and to encourage them to tap into their inquisitive sides and want to learn. This results in a more engaged class and more knowledge staff as a result" thanks to Stacy3
Original Webinar date: 24th October 2019

Speaker Biographies

Alexandra Hickson | Payzone UK

Payzone UK specialise in card acceptance facilities for small to medium businesses, making it easy to take payments through their extensive product suite.

Working in the merchant services industry since Alex graduated at 21, she has worked her way through the contact centre journey starting as an agent, and is now the Head of Telemarketing, responsible for Payzone’s two outbound sites. Alex loves all things contact centres, with Call Centre Helper being a well loved resource. Alex will be graduating again in December with a BSc Hons in Customer Contact Planning and Management – the only industry recognised contact centres degree in the UK.

Connect with Alexandra on Social Media: Linkedin | Twitter

Brian LaRoche | CallMiner

Brian LaRoche is Director of Outreach Marketing for CallMiner. Mr. LaRoche has a long-standing comprehension of Call Center operations as in the course of his career he not only designed and marketed the full gamut of call center technologies, he actually ran a multisite sale, customer service and lead development Call Center operation. Recently named to the CCW Advisory Board, LaRoche is responsible for outbound marketing activity at CallMiner including ABM and Event Management. He is also the host and moderator of CallMiner’s popular Monthly Education Webinar series and is a frequent blogger, podcaster, guest speaker and author on a number of speech analytics, technical, collections, sales, customer service and leadership topics.

Connect with Brian on Social Media: Linkedin | Twitter