Dee Nilles is a recognized industry leader in call centre and operations management. With over 20 years of experience at Microsoft, she has acquired a deep understanding of call centre operations starting at the front-line teams, employee behaviours, quality programs, training, systems, tools/applications, and operational structures.
She has been successful in developing, optimizing and improving operational performance in call centres around the world. She specializes in call centre management, quality, customer experience operations, vendor management, and strategic planning. What she is most known for is driving results through programs that are designed for the employees and has been a sought-after speaker for industry events and seminars.
Why Gamification Belongs in your Contact Centre!
Gamification engages people on an emotional level and motivates them. The more emotionally engaged people are, the better they perform. Unfortunately, many Business Process Outsourcer workers are not engaged nor do they complete their learning tasks. We will discuss how that can be reversed, though Dee’s real-life experience with Call Centre Gamification, which complements existing motivational and incentive systems, creating an emotional engagement and improving business results.