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.
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Join us for a great session packed with valuable insights, takeaways, and best practices
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.