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How Gamification Can Help Call Centers Operate More Efficiently

Playvox

At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better. You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen.

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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

As the quality and effectiveness of self-service solutions improve, the number of contact center seats will decline. This will reduce dependence on outsourcers, particularly low-end offshore providers. Companies will need to rethink and redefine the role of “agent,” as they will need fewer of these resources.