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Make life fun<br>Gamification is a technique where aspects of game playing, such as awarding scores, facilitating competition etc. are applied to non-gaming contexts, such as u201cworku201d.<br><br>The contact centre industry is driven by statistics. Statistics are used to measure every aspect of agentsu2019 behaviour. They are often published for all staff on see on Wallboards for Amazon Connect. Itu2019s not a major conceptual leap to turn the statistics you want to see more of into the u201cscoreu201d of a game.<br><br>Gamification in Contact Centre<br><br>Computer gaming has boomed in the past 20 years because players get instant feedback on what they do, instant recognition of their success and the chance to achieve mastery.<br><br>These principles can be applied to a contact centre even without a gamification solution.<br><br>Agents can use their dashboards to track their own performance. They can be given incentives based on productivity and quality KPIs to compete with themselves or their colleagues. Gamification can be applied to training. Knowledge tests can be turned into competitive team-based quizzes.<br><br>If technology, such as agent desktops or dashboards for Amazon Connect can be used to make the employee experience less stressful and more rewarding, this will help to give staff more of a reason to stay than to leave.<br><br>About OMNINGAGE:<br>OMNINGAGE provides a modern and cloud-based agent desktop for amazon connect platform which delivers high-quality voice via the useru2019s web browser. Its user friendly, data-rich interface promotes agent engagement, reduces AHT and boosts productivity for those working in the office or at home.<br><br>The platform is available globally via AWS and integrates with a variety of CRM and back-end applications to offer a single-window operation to users.
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Competitive Piano Playing – The Secret of AgentEngagement Wallboards for Amazon Connect-OMNINGAGE Staff turnover andabsenteeism A Contact Babel report stated that average levels of staff turnover in the US were 29%. Meanwhile, Carolyn Blunt of Amber Real Results consultancy mentioned that average absenteeism in the UK was 11%. Imagine a 200-seat contact centre. 58 agents will leave each year, while 22 agents will be on the payroll but not at theirdesks. Where staff turnover and absenteeism are low, engagement is invariablyhigh. A McKinsey survey stated that only 2% of respondents left contact centre jobs because oftechnology. While it may not drive staff turnover, technology can still be a constant irritant and source of stress. How can we improve agent engagement withtechnology? Make lifeeasy Contact centre work is very repetitive. Agents perform the same tasks 50 to 100 times a day while keeping multiple applications open, such as their agent desktop on Amazon Connect. Agents work with these solutions which operate on different softwareplatforms andconnecttodifferentdatabaseswhilewatchingtheirAverageHandlingTime.Thiscan be very frustrating andstressful.
Advanced call routing through platforms such as Amazon Connect sends the right calls totherightagents.Theywillhavetheexperienceandexpertisetohandletheircustomers’ requests. Modern technology, especially cloud contact centres such as Amazon Connect, brings multiple applications, such as the telephony platform and the CRM system, into one interface.Theagentwillfeellikesheisplayingapianowithbothhandsinsteadofkeeping 10 plates spinning in theair. User Interface (UI) design has matured with the software industry. Modern UIs areeasier for agents to learn and master, so reducing training time and increasing agent satisfaction. Make lifefun Gamification is a technique where aspects of game playing, such as awarding scores, facilitating competition etc. are applied to non-gaming contexts, such as“work”. The contact centre industry is driven by statistics. Statistics are used to measure every aspect of agents’ behaviour. They are often published for all staff on see on Wallboards for Amazon Connect. It’s not a major conceptual leap to turn the statistics you want to see more of into the “score” of agame.
Computergaminghasboomedinthepast20yearsbecauseplayersgetinstantfeedback on what they do, instant recognition of their success and the chance to achievemastery. These principles can be applied to a contact centre even without a gamificationsolution. Agents can use their dashboards to track their own performance. They can be given incentives based on productivity and quality KPIs to compete with themselves or their colleagues. Gamification can be applied to training. Knowledge tests can be turned into competitive team-basedquizzes. If technology, such as agent desktops or dashboards for Amazon Connect can be used tomaketheemployeeexperiencelessstressfulandmorerewarding,thiswillhelptogive staff more of a reason to stay than toleave. About OMNINGAGE: OMNINGAGEprovides a modern and cloud-based agent desktop for amazon connect platform which delivers high-quality voice via the user’s web browser. Its user friendly, data-rich interface promotes agent engagement, reduces AHT and boosts productivity for those working in the office or athome. TheplatformisavailablegloballyviaAWSandintegrateswithavarietyofCRMandback- end applications to offer a single-window operation tousers.
Name: OMNINGAGE Website: https://omningage.cloud/ Contact: +1 888 6175 382 | +44 330 0883940 Address: 4 Calder Court, Blackpool, FY4 2RH, United Kingdom Email: sales@omningage.cloud Keywords OMNINGAGE, Amazon Connect, Cloud Contact Centre, Agent Desktop for Amazon Connect, Supervisor Desktop for Amazon Connect, Dashboards for Amazon Connect, Reporting for Amazon Connect, Wallboard for Amazon Connect, Amazon Connect Integration, Amazon Connect Migration, Amazon ConnectServices
