Microsoft sought to fuel employee engagement in its contact centers through advanced gamification while combining learning and performance data into one platform. It believed this mix would be perfect for making agents feel there was more to their jobs than just answering calls. They turned to Centrical for its employee success platform.

Today, Microsoft rewards agents intrinsically and gives them personalized goals. At the same time, microlearning activities, triggered based on product updates or performance support needs, keeps agents proficient and efficient in their work.

Learn how Microsoft achieved the following results:

• 10% productivity increase
• 12% cut in agent absenteeism
• 89% of agents acknowledge acquiring new information they can apply in their work

Get insight into how Centrical helped Microsoft achieve these results and more. Download the case study.