Dee Nilles

Business Program Director GamEffective

Dee Nilles is a recognized industry leader in contact center and operations management.  With over 20 years of experience, she has acquired a deep understanding of contact center operations and has been successful in developing, optimizing and improving operational performance in contact centers around the world.  What she is most known for is driving results through programs that are designed for the employees and has been a sought-after speaker for industry events and seminars.  Attendees of Dee’s courses have appreciated her enthusiasm, energy and passion.  With her 18+ years’ experience at Microsoft, she worked with BPO companies throughout the world to deliver strategic initiatives, program development, and implementations of services to improve operations that support the employees and drive overall customer experience and revenue. 

In addition to her role at Microsoft and now GamEffective, Dee provides services and consultation with companies and organizations in developing teams at levels of strategic direction, cost containment/improvement and customer satisfaction.  Her experience spans across organizations for customer service, sales, accounts & billing, and technical support and for all support modalities (Phone, chat, email, and social media).

Dee’s last role at Microsoft was managing and deploying key strategic initiatives across global consumer and commercial teams focused on “Making Agents Great”.  This included her first experience with gamification in partnership with Gameffective at creating and deploying a program focused on driving agent behaviors across 30+ sites globally, 7 languages, and over 18,000 agents supporting all Microsoft Consumer products.   

Main Conference Day Two

Wednesday, October 9th, 2019

3:00 PM Plenary: How Microsoft drove a 10% boost in agent productivity and CS with gamification – and how you can too

When Microsoft Consumer Support Services Unit was facing challenges with absenteeism, compliance and productivity, it looked for an innovative solution. By applying the mechanisms that make games addictive and exciting to work, Microsoft transformed employee engagement almost overnight.The results – a sustainable 10% increase in employee productivity, 12% reduction in absenteeism and 17% improvement in customer satisfaction. Join this session to learn how they did it and how you can apply the same principles in your contact centers to unleash the full potential of your workforce.

Check out the incredible speaker line-up to see who will be joining Dee.

Download The Latest Agenda