Transversal and Wonnova drive levels of engagement from Contact Centre Agents

transversaal.logo.2014Transversal and Wonnova team up to drive higher levels of engagement from contact centre agents and employees
Applying gaming techniques to improve knowledge and business strategy

Transversal, the company behind Prescience technology and the leading provider of knowledge solutions, has today announced a technology partnership with Wonnova, specialists in gamification. The new collaboration will provide organisations in the UK with the opportunity to adopt an emerging technique that has already started to radically change the way contact centre agents and employees interact with customers in the US.

Used to describe the application of game techniques in non-gaming environments, gamification offers a powerful way to heighten engagement amongst a company’s users – contact centre agents in the case of Transversal’s customers – which builds loyalty and could ultimately increase sales.

transversal.michael.aston.image.2015Michael Aston, CTO at Transversal commented that, “Partnering with Wonnova enables us to channel our best practices in creating an effortless customer experience and apply it to agents in contact centres. All organisations have an appetite to improve the knowledge they capture from their agents and by successfully motivating them with gamification, the result is improved knowledge across the enterprise.”

By appealing to the competitive nature of contact centre agents and employees, gamification elevates the traditional ‘leader board’ system into an experience which is motivating, fun and encourages comradeship. The best employees are recognised and rewarded for their contributions through kudos, which in turn improves knowledge through an active ecosystem.

Jose Angel Cano, CEO at Wonnova said, “We offer a completely customisable platform that can be adapted based on an organisation’s own business strategy. Partnership with Transversal allows us to generate engagement in the very competitive environment of contact centres, where improving results is a continuous challenge.”

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