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Using Gamified Performance and Learning to Drive Call Center Agents

Read this Microsoft case study about how Microsoft's Consumer Support Services - with its global network of support centers and thousands of agents - used digital motivation to drive agent performance and learning.

Microsoft wanted new ways to recognize and reward agents while increasing their productivity. The
focus was to change behaviors, develop skills, encourage sales, and drive outcomes.
Microsoft identified gamification as a solution to these needs. The company believed it could be more successful at encouraging and recognizing agents for positive outcomes through each customer interaction. Read the case study to learn how Microsoft:

  • Increased productivity through gamification
  • Drove agent performance with rewards, to change behaviors and business outcomes
  • Improved agent knowledge and ability to apply the new information learned.