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Service & Support Teams

Solution

Service & Support Teams

Engage Service and Support Teams with Gamification

Challenge: Retain and Engage Employees

When customers seek help, they want to experience your company at its best. If your service and support teams experience high turnover and lack motivation, your customers will know it. Engaging service and support teams is an increasing challenge.

  • Agents lack visibility into the quality of their performance and what it means to the company.
  • SPIFFs and contests lose their motivational power over time without personalization, transparency, and immediate feedback.
  • Managers spend too much time and effort tracking manual rewards programs.
  • Busy agents hold onto knowledge rather than sharing it for the benefit of all.

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Solution: Focus and Motivate Employees with Gamification

Bunchball gamification solutions add game mechanics to a call center workflow, social platform, or learning activity and use big data to motivate employees to deliver the best quality service in an efficient and effective manner. With Bunchball Nitro and Nitro for Salesforce you can:

  • Create, deploy, and measure challenges that keep employees focused on your business goals
  • Make it as easy or challenging as you like to acquire badges, level up or earn points
  • Design groups and competitions that promote positive team behavior and compel action
  • Motivate employees with real-time feedback that can be shared on social networks and used to boost reputation
  • Amp up the competition with public leaderboards that rank on your choice of metrics
  • Gain insight into what motivates your service and support team with robust analytics and expert reports

Key Performance Indicators

By tracking activities and responses to incentives, Bunchball helps you make real, measurable improvements to your KPIs. Our clients have tracked and improved these sales KPIs:

  • Reduce call times and boost first call resolution rates
  • Raise customer satisfaction rates and Net Promoter Scores (NPI)
  • Speed onboarding time and increase product mastery
  • Drive traffic and activity in portals and enterprise software
  • Boost contact completion and data accuracy

Bunchball Nitro and Integrated Solutions

Bunchball combines the most advanced gamification technology with the deepest expertise and the best execution track record to deliver real, measurable results.

  • Nitro, our proven, cloud-based gamification engine, integrates easily with enterprise apps and portals to increase your ROI.
  • Nitro for Salesforce is the only proven cloud-based gamification engine with a deep integration into both Salesforce Sales Cloud and Service Cloud.
  • Nitro for Remedyforce integrates with BMC’s cloud-based IT Service Management solution to incent better IT staff performance.
  • Nitro for NICE powers the native gamification features included with NICE Systems Workforce Optimization solutions.
  • Nitro for SAP Jam works within SAP Jam to encourage ongoing collaboration within your call center.