Use Gamification andWorkforce Optimization to Improve Your Customer Experience.

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Today’s webinar

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The importance of the customer experience

Your agents: the drivers of better customer experience

Workforce optimization

Gamification

How Verizon Virtual Contact Center can help

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Creating a great experience is critical.

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You need to provide a unique, personalized customer experience (CX) to gain new customers and keep the ones you have.

of large organizations will develop in-house customer journey mapping capabilities by 2018.1

60% 56%of best-in-class companies have gained market share because of excellent CX.2

27%of underachievers say they have lost market share due to poor CX.2

1. Gartner, The Gartner CRM Vendor Guide, May 2016.2. Customer Experience in the Digital Age: The New Competitive Edge, study by Harvard Business Review for Verizon,

Sept 2015.

The quality of your CX depends on your agents.

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Are the right people in the right place at the right time?

Are they motivated to create a great CX?

By 2020, elevating employee engagement will become a key differentiator in over 20 percent of contact centers, up from less than 2 percent in 2015.1

1. Gartner, The Essential Shift from Workforce Optimization to Workforce Engagement Management, Jim Davis, May 2016.

Get the right tools to kindle employee excitement.

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Together, these two tools create a powerful combination that can help you improve employee productivity and drive bottom-line results.

Workforce optimization

Gamification

Engaged employees

Personalizing the customer journey

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Workforce optimization helps you create a consistent experience across the customer journey.

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Here’s what goes into workforce optimization.

Workforce management

Performance management

Recording

Analytics

Feedback

Coaching and training

Gamification

Tying the contact center together

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• Understand the customer better.• Create stronger

customer segments.• Establish realistic forecasts

and performance goals.• Drive changes in call routing

through data.• Motivate agent engagement.

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Engaged agents can change the game.

Drive a better customer experience by getting your agents excited.• Use game mechanics and behavior to set goals in the

form of key performance indicators (KPIs).• Use points, badges and more to reward those

reaching goals.• Improve the agent on-boarding process.

Gamification

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With Virtual Contact Center, gamification starts with the InView Performance Dashboard.

Gather the right data to measure and motivate agents.

Increase the fun your agents have at work.

Inspire a healthy, competitive and collaborative spirit among employees.

InView Performance Dashboard

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InView Dashboard

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InView Dashboard

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Gamification helps you control operating expenses.

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Better engagement can help lower turnover. And lower turnover can lead to big benefits and savings.

1. “How Much Does it Really Cost to Onboard a New Employee?,” Ben Plant, HROnboard.me, Jan 2015.2. “Employee Retention: The Real Cost of Losing an Employee,” Christina Merhar, ZaneBenefits.com, Feb 2016.

16 - 20%The cost of onboarding 100 new employees1

$40KThe percentage of an employee’s salary it will cost to replace him or her2

The gold coins: gamification ROI

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One large organization instituted gamification. The program was a success, with users calling their experience “addictive.” After being live for only three months:

36.3%Increase in the number of users that return to the site daily

46.6%Increase in the number of users that return to the site weekly

badges per active user3An average of

badges already30Top user has collected

Source: Based on results for the Deloitte Leadership Academy

The gold coins: gamification ROI

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Motivate employees.

Simplify management.

Drive compliance and best practices.

Help agents focus.

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Why gamification works

Well-designed gamification taps into key human motivators, helping employees feel:

Smart

Socially valued

Rewarded

Successful

Structured

Put your people, processes and technology on the same team.Keep everyone working together.

C-level executives: See improved metrics, cost savings andcorporate strategy.

Contact center managers: Communicate better, gain control and make better decisions.

Agents: Are more involved and gain responsibility.

Customers: Feel they matter to your organization.

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Improve your business results.

Create a better customer experience:• Learn how customer interactions

really occur.• Improve workforce performance.• Uncover business trends and

competitive advantages.• Connect your contact center to

the rest of your enterprise.

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Verizon Virtual Contact Center: the right way to gamify

Our 30+ years of contact center experience mean we can offer a secure solution that helps you:

Reduce complexity.

Scale and make changes easily.

Pay as you go.

Improve agent efficiency.

Benefit from leading customer support.

Partner with an industry expert.

Thank you.

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Solutions!