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: