DMA - Data and Marketing Association Log in or Register Forgot Password? Filter Bookmarks Contribute Member directory Search Improving Contact Centre Results & Retention through Gamification 19 Nov 2021 Share Clip For many businesses contact centres really are the epicentre of your brand-consumer relationship, and the success of your customer interactions often depends on the quality of your agents. Due to the nature of the work it's not always an easy task to maintain quality agents, keep them engaged and also upskilled to deal with new technologies and procedures vital to a smooth and productive contact centre operation. Challenges such as agent churn, deminishing revenue recovery, low net promoter score, flat or declining sales, high abandon rates, elevated compliant risk, absenteeism, voluntary attrition and low Csat scores to name a few are among the many issues which can be easily solved by implementing a successful gamification programme. Mi-Connex have such a programme and are well-versed in helping brands such as Admiral, Boots, O2, Gladstone Brookes, Gulf, plus others with their contact centre gamification needs. Listen to the conversation below to find out how it works and the many benefits. Contact Centres Council Data & Marketing Association DMA Council Subscribe for industry news, insight and analysis Please login to comment. Comments Related Articles Meaningful Measurement: Today and Tomorrow As data and marketing leaders, we should be constantly striving to better understand marketing effectiveness and the measurement of this value. This was the focus of a recent roundtable hosted by the DMA and Salesforce. Read on to find out what marketers should do to improve measurement today and tomorrow. Regulation Hub Update - October 2021 This month’s regulation and compliance news from the DMA Contact Centre Council’s Regulation Hub Customer Engagement: Acquisition and the Consumer Mindset 2021 What influences consumers’ channel preference and decision-making? Email, TV and advice from friends and families still play a big part. However, the pandemic accelerated changes in multiple ways too. Find out more in our latest report. Join Us About us The Code Membership DMA Talent Learning Marketing Jobs Board Great British Creativity Customer Engagement Responsible Marketing Value of Data DMA Awards Diversity & Inclusion Events & Upcoming webinars Webinar Library Research Best practice and guidance Contact us Join Us Contact Us Terms and Conditions Privacy and Cookies Contact Cookies Settings Copyright DMA 2021 © All Rights Reserved Cookies Settings This website uses cookies We use cookies to identify you when you visit our website and to keep track of your browsing patterns. This means that if you're a registered user you'll remain logged into your account and your personalised settings and account information will be available to facilitate use of the site. More info Accept All Cookies Cookies Settings