As businesses, both large and small, become more digital and move into the world of online, the modern call centre is often the initial, and in some cases the single point of customer contact. But to ensure contact centre agents are equipped to provide a positive customer experience, the role of training cannot be overlooked.
Contact centres need all the help they can get during the busy peak season, and gamification could be the answer, says Bruce von Maltitz, contact centre technology expert and co-founder of 1Stream.
Business contact centres are often the first port of call for consumers with queries or complaints, and are typically high-pressure work environments. Call volumes
1Stream, a leading provider of cloud contact centre technology and services, has released an updated version of its platform. Platform 2.5 is essentially a response to the fast-changing contact centre environment, which is being shaped by the mobile-first trend and increasing use of multimedia in our everyday lives.
“Today’s contact centre has to be properly equipped
Hosted contact centre provider 1Stream says its clients will soon be able to use new gamification technologies to increase engagement and productivity in the workplace.
“Gamification is about applying elements of game design to everyday work experience to make it more interesting and engaging,” says 1Stream director Bruce von Maltitz. “In the call centre context, it