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Start Your Engines: How Gamification Can Drive Contact Center Retention, Engagement, and Performance


Air Date: February 16, 2022
Time: 2:00 pm ET
Presenters:

Vern Fernandez , Nate Brown , Kunal Rahalkar

Moderators: Tim McElgunn
Sponsor:

Watch the webinar video below.

Join a panel of industry experts on February 16th at 2PM ET to learn how you can use gamification to turn data-driven insights into powerful, targeted training, challenges, and awards that will help your team reach its full potential.

A great agent experience is universally recognized as a critical factor in driving an excellent customer experience and continually improving business results. At the same time, contact center managers face a very real challenge in meeting their KPIs while keeping their agents happy.  Even after recruiting and training a top-flight team, many organizations must solve the puzzle of how to keep remote and hybrid teams engaged with their colleagues and committed to delighting customers. Gamification can provide a solution to these closely related challenges.

Learn how you can use gamification to turn data-driven insights into powerful, targeted training, challenges, and awards that will help your team reach its full potential.

Presenters
Vern Fernandez
Vern Fernandez
Senior Manager, Contact Center Excellence at Jabra

With over 20 years of experience in providing voice and networking solutions, Vern provides thought leadership on intelligent end point devices to improve customer/agent experiences, decrease average handle times and maximize contact center investments. His team accomplishes this through development opportunities for real-time analytics, diagnostics, agent self-coaching, gamification and by exploring uses cases for artificial intelligence through Jabra's digital devices, integration partners and alliances.

Nate Brown
Nate Brown
Sr. Director of Customer Experience, Arise Virtual Solutions

Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.


 

Kunal Rahalkar
Kunal Rahalkar
Founder & Chief Product Officer, Datagamz

Kunal began his career as a Big Data architect/Enterprise architect for companies such as HP, Deloitte, Vodafone and Accenture. This led him to discover his true passion—developing call center solutions that drive agent engagement. Kunal formed Datagamz in his garage 4 years ago and went on to win a Stevie Bronze Award given for start-up innovation. Since then, Datagamz has experienced tremendous growth with 60+ enterprise customers all over the globe and over 10,000 users.



Moderators
Tim McElgunn
Tim McElgunn
Principal Analyst, ICMI
Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.

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