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There has been a lot of talk about what role gamification has and will play in the areas of CRM and especially, contact centers.
Gamification is commonly defined as the “use of game-thinking and game mechanics in a non-game context (such as in contact center) in order to engage users and solve problems.” Pew Internet has published a terrific article on the mechanics and psychology of gamification that you might find interesting. Avanade’s focus on gamification is how to use game-thinking and game mechanics to drive improve agent productivity and performance in the contact center.
Barry Givens, Director of Product Management for Avanade CRM, leads Avanade’s charge in understanding how to apply gamification in the contact center. You can better understand how Avanade is approaching gamification in these great posts from Barry: Gamification in the Service Center and Upping the Game in the Call Center.
Barry will continue to share more of his observations and ideas regarding the new trend of gamification and the use of game-thinking and game mechanics in order to engage users and solve problems. He will discuss the implications of gamification in the area of contact center, using real-life examples to drive home his observations in this webinar: “New Trend of Gamification in CRM” on Tuesday, March 12, 2013 1:00 PM – 2:00 PM EDT. You can register here.
Please join Barry and other thought leaders in discussing the impact of gamification in the CRM marketplace. If your role is to stay on top of emerging technology trends, this is one webinar you will not want to miss!
