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.