First, what in the heck is Gami-fi-cation and what is all this excitement about? For all the people “in the know”, congratulations, you have or are going to see the results that you have been hoping for, now for the ones that have heard of it, but have no idea what it truly means, a little hint; the answer is in the word. BINGO!!! Folks, when I talk about Gamification I am talking about using game mechanics to increase productivity, lower attrition and lower absenteeism, those are just some of the areas that can be empacted.
There are plenty of articles and research that scream at employers about how much employee disengagement costs them. They also throw in talk about the generational shift of the employee spectrum and how the new majority, the millennials are turning over at very high rates.
Topics: generational spectrum, productivity, engagement, millennials, collections and accounts receivables, call center operations, agent performance, sales and performance marketing, customer service, 3rd Party, roi, attrition, turnover
Regardless the call center activity, whether it is Sales, Collections or Support, revenue is vital. However, that is only one side of the equation in the world of call center economics. How much a call center keeps of their revenue is more important in many cases. Recently, the popular strategic approach in the modern day call center is directing focus and resources on maximizing agent engagement.
Topics: engagement, collections and accounts receivables, call center operations, revenue recovery, agent performance, sales and performance marketing, energy, customer service, compliance, EBO, revenue, revenue per hour, 3rd Party
Topics: Insider, generational spectrum, employees, productivity, engagement, millennials, collections and accounts receivables, call center operations, revenue recovery, agent performance, sales and performance marketing