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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.”


 

transversaal.logo.2014Transversal is the leading provider of enterprise knowledge solutions for the cloud. Our solutions are designed to help improve agent efficiencies in contact centres, deliver exceptional experiences in online self-service and increase business performance through employees and business partners. Transversal solutions are deployed at over one hundred blue chip companies providing mission critical answers to customers across the globe. Prescience is our next generation cognitive technology that is changing the way organisations connect people to knowledge and ensures agents, customers and employees alike can find the right answer the first time and every time they need it.

For additional information see the Transversal Website

About Wonnova
Wonnova is an easy to implement technological solution that makes it possible to use Gamification right away to help businesses build loyalty, motivate and generate engagement with their customers and employees.

For additional information on Wonnova see their Website

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