This document discusses how three emerging technologies - HTML5, gamification, and cloud-based call centers - will change the call center industry. HTML5 allows for richer user experiences through features like video and easier development. Gamification uses game mechanics to motivate agents and keep them engaged through rewards and leaderboards. Cloud-based call centers offer cost reductions and flexibility through a pay-per-use model and access to the latest software from any location. These technologies are shifting call centers from static analog systems to dynamic digital environments optimized for mobile users.

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Committed to Hosting
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4. Disruptive Technologies
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Dumb
Analogue
static
Smart
Digital
Mobile
1994 2014

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• Only point of human contact
• Customer experience directly
relates to “Brand”
• “Brand” and service must be
aligned
• Crossing point for sales, service
and support
The Call Centre is now
Strategic!

9. Three technologies that will change the call centre
• HTML5
• Gamification
• Cloud based Call Centres
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• FVaositceer and Video support
Cleaner
• Easier to develop
• WebRTC – No need for
hard/soft phones
• No need for to install Flash
software
• Off Easy line agent caching
provisioning
• Easy upgrades
• OS agnostic

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Mobile Optimization
• Full support for Mobile websites
• Full support across all devices

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• Customers are mobile
• Customers are multimedia
• The end of the telephone
number?

14. GAMIFICATION
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15. GAMIFICATION
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Gamification
Common issues in a call centre
• Adherence – sticking to work schedules
• Truancy – Turning up for work
• Motivation – keeping agents engaged
• Training – getting agents to keep up to date
Use of game Mechanics and game design
techniques to create a game like experience
during work period.
• Motivation, loyalty, competition, teamwork,
fun.
• Personal progress, growth and learning
• Leaderboards
• Rewards

16. GAMIFICATION
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Events
Quests
Challenges
Achievements

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Points
• Experience
• Certification
• Achievements
Rank
• Level 1 / 10 – Trainee
• Level 11 / 20 – Junior
• Level 21 / 30 – Intermediate
• Level 31 / 40 – Senior
• Level 41 / 50 – Master
GAMIFICATION

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Badges
• Winning Challenges
• Highlights Best Workers
• Used as a performance
metric
GAMIFICATION

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Portal
• Points
• Badges
• Leaderboard
• Rewards
GAMIFICATION

20. Cloud based Call Centre
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stream
Hosted Contact Centre
Cost
reduction
Flexibility
Predictable
costs
Access to
technology
Pay per
use
Home
agents
Virtual call
centre
Focus on
core
business
Try before
you buy
Latest
software
versions
Security

21. Complexity of the modern Call Centre
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Work Force Management
Gamification
Customer Experience Management
Voice printing
Web Collaboration
Mobile Applications
Social Media management
Omni-channel

22. “What constitutes ‘qualified people’ will change. The intersection of
business models and IT requires people with varied experience,
professional versatility, multidiscipline knowledge and technology
understanding – a hybrid professional, in other words,”
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- Diane Morello, Gartner.

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Thank You!