CT Suite with Gamification & Analytics

Helping contact centers see data, understand performance and drive employee engagement automating rewards with the capability to acknowledge awesomeness, keeping both onsite and WFH agents engaged, focused, and motivated.

This is not just another data visualization or Gamification app. This is a performance management platform that uses data science to combine data visuals, behavior science and Gamification.

Features

Real-time Analytics + Gamification features designed to seamlessly integrate into the Contact Center platform supported by CT Suite.

See data, understand performance and drive employee engagement; automating rewards with the capability to acknowledge awesomeness, keeping both onsite and WFH agents engaged, focused, and motivated.

Gamification

  • Build a culture which is engaging and high performing in all the right areas
  • Increase the speed of feedback from monthly feedback to daily feedback
  • Achieving a balance between metrical and behavioral measures aligned to your strategy
  • With changing working environments and WFH workforce increasing, the need to reward and acknowledge performance

Analytics

  • Holistic view of both center and agent performance which correlates data and identifies areas of focus across 20+ tried and tested real-time and historical dashboards; using data across WFM, Quality, Post Call Survey, agent queues and unified communication
  • Access our pre-built contact center centric reports, tailored to high performing centers
  • Capability to build your own reports by adjusting an existing report or building a new one
  • Earn trust with stakeholders using one source of truth, having full confidence with data directly pulled from CT Suite APIs and integrated directly with additional data sources
  • CT Suite analytics is an excellent alternative or addition for customers who are seeking or already have an internal Business Intelligence solution

Behavior Analytics

  • Patent pending technology that understands KPIs and translates them into potential performance improvements for individuals and teams
  • Our algorithms will clearly highlight gaps in terms of employee collaboration, communication, and motivation

Game Your Way To A Better Contact Center

Gamification platform translates behaviors that will improve productivity into badges, quests and challenges for individuals and teams.

Earn Points

Earn points for productive behavior such as recording active leads or updating customer account details. Gamification uses a points system for employees to level up, earn badges, or earn additional extrinsic rewards.

Leaderboards

Gamification makes mundane tasks interesting by turning employees into gamers. As employees update leads or close a support tickets they can move up in a leaderboard or win a cup.

Game Targets

Gamification helps employees understand work in clear game missions. Gamification provides instant feedback on behaviors that contribute to the success of a particular campaign.

Learn And Level Up

Create quizzes to teach employees new skills and post their achievements on live, broadcast activity feeds. Reward skill building with fun giveaways or lottery prizes.

Manage Without Micromanaging

Manage entire teams and employees using the Gamification’s game console. Get live feedback on employee metrics, mission progress and rules to improve your contact center's culture.

Behavior & Performance Analytics

Analytics pinpoints employee behaviors such as punctuality, CRM usage and KPIs for managers to give feedback and set goals for improvement and productivity.

Compete Or Team Up

Create competitions for the lowest call handle time or lead conversions to boost employee performance. By analyzing individual metrics, create specialized teams for certain strengths such as customer relations or call resolutions.

Manage Performance

Tap into employee intrinsic and extrinsic motivators. Use Gamification to clearly and simply roll out personalized employee performance plan through game play.

Automate Rules And Behaviors

Gamification helps regulate rules for behaviors such as customer satisfaction or minimizing call handle time through an automated system. Give points for adherence to these rules to improve work culture and productivity.

Broadcast Success; Celebrate Stories, Knowledge

Broadcast Success

Put contact center TV screen displays to full use with live streaming of campaign progress, leaderboards and achievements. Motivate teams by displaying work progress as a game.

Environment of Fun

Use TV streaming to announce employee achievements and milestones. Gamification gives employees the autonomy to play music of their choice on the completion of a major milestone.

Identify Knowledge Gurus

Gamification’s TV streaming easily spots and highlights the knowledge gurus in your contact center. So as a manager you can easily identify who the influencers are. New employees can then be easily motivated to learn and collaborate with the right people.

Engaging Narratives

Let Gamification combine the performance analytics of your contact center into a live, unified game. Represent higher service levels in the form of a constructing skyscrapers or a competition between employees as a car race. The possible narratives are endless.

Transform Data Into Insight

1. Integrate

Out of the box connection center is designed to help operations managers and IT teams build a 360-degree view of performance across a variety of platforms, sites and systems – so you can explore the full extent of your contact centre performance.

2. Correlate

Use our list of pre-built reports to correlate all of the data. The platform includes overall contact center performance statistics; Impact reporting on knowledge and training; and Call quality reporting. Or create your own personalized reports using the extendible BI toolkit.

3. Play

Combine the performance analytics of your contact center into live, unified games, that can listen and react to changing employee behavior.

4. Report And Adapt

The advanced notification mechanism provides real-time reporting on the impact of games and challenges. So you can simultaneously adapt the programs and keep customers, users, managers and executives informed in real time, about how you are meeting the expected customer experience.