nGUVU - Gamification and Machine Learning

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nGUVU podcast - Episode #9

May 5th, 2017

Blended KPIs, Inbound vs. Outbound activities, Balanced Scorecards. The intricacies of managing agent performance are numerous and complexities abound! Join us as we discuss the types of blended scores, and how to bring them all together to get a wholistic view of your contact center performance.


nGUVU podcast - Episode #8

April 26th, 2017

This episode covers the new service model that Uber introduced almost 7 years ago

  • There's an Uber for that: the service model that revolutionized mobile apps
  • The Effect of the Millenial generation on "Just in Time" service expectations
  • How generational influencers actually converge with today's technology
  • Ideas for a mobile workforce management model for contact centers
Watch Now:

nGUVU podcast - Episode #7

April 24th, 2017

Do you already run contests in your contact center?

In this episode of our Podcast, Pascal and Jean-Marc reflect on the advantages of automating contests 

  • How to ensure you are being consistent to drive engagement
  • Contests are part of the Gamification concept: Making work fun and social, while still getting work done
  • Focus on KPIs: make it fair and targetted with Blended KPIs
  • Ditch the whiteboard: Make the process efficient and easy to manage

nGUVU podcast - Episode #6

April 19th, 2017

How does Social Media integrate with today's contact center environement?

  • Social Media concepts that drive on-the-job performance
  • The drive towards Omnichannel customer service - social is one of those new channels
  • Scenarios where social media can improve employee engagement
  • If you thought it was a generational's not

nGUVU podcast - Episode #5

April 5th, 2017

Everything you were too afraid to ask about Attrition!

  • Good attrition vs. Bad attrition
  • The main contributors to flight risk
  • How to shift your culture and adapt for retention
  • The focus on the customer lifecycle and experience

Webinar series: Create Continuous Engagement in your Contact Center

March 31st, 2017

From our Master Class Webinar Series

Gamification. Machine Learning. On their own, compelling technologies. Combined in a single platform, a new model for continuous, sustained employee engagement in today's contact center.

Watch Now:

nGUVU podcast - Episode #4

March 28th, 2017

Employee Engagement for Contact Centers

In this episode, Jean-Marc and Pascal explore the meaning of "Continuous Employee Engagement"

  • Understanding the 5 steps to sustained and continuous contact center engagement
  • Focus on the agent experience
  • Interactions at work: collaboration and recognition
  • Futher research tips
Watch Now:

nGUVU podcast - Episode #3

March 23rd, 2017

Contact Centers and Machine Learning

In this episode, Jean-Marc and Pascal discuss common use cases for leveraging Machine Learning for behavioral analysis.

  • What kind of data, information, and insight can be obtained with Machine Learning?
  • Decision Support use cases
  • Handling absenteeism
  • Handling attrition



nGUVU podcast - Episode #2

March 16th, 2017

How to quantify ROI - Contact Center Gamification

In this episode, Jean-Marc and Pascal discuss the challenges when justifying an investment in "fun and games" at work.

  • The real definition of gamification in a business context
  • Demonstrating ROI by comparing historical KPI results vs. Gamified Metrics
  • Tracking usage and progress
  • Reporting on performance results



nGUVU podcast - Episode #1

March 14th, 2017

In this interview with Pascal Leclerc - Consummate Contact Center Connaisseur, Renaissance Man, and skilled-but-amateur Home Renovator - we discuss the account discovery process at nGUVU.

  • How a client gets qualified
  • How data is exchanged
  • How call center metrics are incorporated into a performance plan
  • Considerations for a successful gamification implementation.