As members of the Millennial Generation become the dominant workforce in the contact center industry, customer service executives need to prepare to meet the requirements of this next generation employee. Recent studies conducted by Saddletree Research and the National Association of Call Centers (NACC) at Middle Tennessee State University verify that employee engagement in the contact center industry has never been more important than it is now. Addressing such issues as agent turnover, job satisfaction, and career development is paramount among customer service executives.
Fortunately, there are solutions available today that are ideal in their ability to tackle the employee engagement challenges facing the contemporary contact center. One such solution is gamification.
While not a new industry solution, gamification has evolved significantly in preparation for the next generation of contact center workers. In this webinar, Paul Stockford of Saddletree Research will share data specific to employee engagement from Saddletree’s 2017 research project. He will be joined by Kat Worman, Workforce Management Consultant, from Calabrio, who will share examples of what a variety of organizations today are doing to better address the evolving preferences of the next generation of contact center agents through gamification.
Paul Stockford is the President and Chief Analyst at Saddletree Research, a veteran-owned business based in Scottsdale, Arizona. An industry analyst for more than 20 years, Paul has also done contact center research and analysis at Cahners In-Stat Group, Vanguard Communications and Dataquest. Paul is currently a member of the board of directors at the National Association of Call Centers (NACC), a 501(c)(6) not-for-profit industry organization based at Middle Tennessee State University (MTSU). He also serves as research director for the NACC where he is directly involved in research activities on behalf of the NACC membership.
Kat Worman has been working in the contact center industry longer than she cares to admit! With more than 20 years of experience, Kat has held numerous contact center positions including management, data analysis, strategic operations, and service level planning. Prior to joining Calabrio, Kat was a Principal Consultant specializing in the implementation of process and applications within the contact center. She has provided consulting services to Fortune 500 companies throughout North America, Europe and Australia. Kat specializes in partnering with key stakeholders and workforce planning teams to deliver unique solutions to contact center challenges.