I grew up with a brother who loved video games. Through him, I was exposed to the world of Duck Hunt, Capcom vs SNK, and the Legend of Zelda. I used to play Sims on my home computer, sucking up all ...

Gamification has become widespread in the business world as companies recognize that the fun, competition and positive reinforcement of games can motivate employees to achieve their highest potential.

It’s no secret that contact center agents can have thankless jobs. They spend their days dealing with other people’s problems, and satisfying customer demands is constantly becoming more difficult.

Savvy executives across all industries realize the strategic value of the contact center and back-office environments as dominant players in generating revenue and growing, acquiring, and retaining ...

Taking the agents’ point of view, working at a contact center for a Business Process Outsourcer (BPO) is hard. Although calls are monitored, not all are. Only a small percentage is actually recorded ...