Increasing productivity at Microsoft
Learn how Microsoft increased agent productivity in its contact centers by 12% using advanced gamification
When faced with increased absenteeism and productivity issues in its global contact centers, Microsoft’s Consumer Support Services unit decided to try something different. Using advanced mechanisms from games, Microsoft radically changed its agents’ experience. The results, absenteeism dropped by 12%, agents averaged 10% more calls per shift, and employee knowledge and satisfaction levels shot through the roof.
Watch our recent webinar with Centrical’s Dee Nilles, formerly Senior Business Program Manager at Microsoft, and Luke Jamieson, gamification guru and one of Panviva’s 2019 top 25 CX influencers, to learn how they did it.
Join the session to learn:
- About Microsoft’s journey with gamification from ideation to implementation and beyond
- How gamification plays out in the contact center and the kind of results you should expect
- How to get started applying gamification with for immediate impact
- How to ensure your gamification initiative is successful and avoid the common pitfalls
Join us for a great session packed with valuable insights, takeaways, and best practices
About the speakerss
Dee Nilles, is a contact center expert, consultant and enthusiast with over 25 years of industry experience. During her career, Dee has led strategic and daily operations at multiple call centers, globally. At Microsoft, she managed and deployed key strategic initiatives across global consumer teams such as gamification programs, agent enablement, supplier support model and operations optimization.
Luke Jamieson, is the founder and CEO of Playfulli and is an expert in helping organisations use play to define purpose, increase employee experience, diversity, positive cultures and deliver sustainable progress. His approaches have attracted many coveted awards and his enthusiasm for CX and EX has helped shape some of Australia’s largest organisations customer and employee experience programs. Most recently Luke has received global recognition for his thought leadership, being named in the Top 150 Global Customer Experience Thought Leaders by Survey Sensum in 2020 and Top 25 CX Influencers by Panviva.