Conference Presentation

Transforming Support with Reputation and Gamification

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Our businesses are changing rapidly. We need to be agile--to develop new skills, deploy new capabilities, and execute new business models. But we can only move as fast as our people. How can we accelerate their growth? Sage is a leading provider of business management software. Their Customer Experience team, which is responsible for support and success, is transforming from being product-centric to a customer-centric, and from break-fix to customer success. So, staff need to do their jobs differently--to be cross-trained, and to learn more about their customers’ businesses. To drive this change, Sage rolled out a reputation model with gamification that quantifies and recognizes desirable behavior. It identifies the best teams and individuals to handle specific customer issues—automatically. And it provides objective input for assessing staff and managers.

Presented By:

David Kay

Principal, DB Kay & Associates

Joanne Weigel

Sr. Director, TSIA

Karen Lazarou

Reputation Model Manager, Sage

Publish Date: May 5, 2015

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Peg Rodarmel, SVP, Subscription Services, Infor

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