For over a decade we were Call Center Operators ourselves, managing hundreds of agents across the generational spectrum and spanning several countries. We battled high agent turnover, manual contests that were impossible to scale and were unable to improve behavior beyond the time frame of a SPIFF. We also knew we were leaving a lot of top line revenue on the table.
As a result we left the Call Center industry and built FidoTrack Gamification. Our sole purpose was to help call center operators create irresistible workplaces by utilizing intelligent game mechanics that maximized agent engagement so call centers could reduce costs and increase revenue.
Today we are proudly serving call centers big and small who are no longer treating symptoms of low agent engagement, they are reducing agent attrition, increasing production and making work fun using FidoTrack software.And we are grateful to be doing it all from the Green Mountains of Vermont.
In the News
Fidotrack Announces its Membership to the Consumer Relations Consortium.
Fidotrack LLC, a Vermont employee engagement software company that provides gamification and learning solutions to call centers announces its membership to the Consumer Relations Consortium (CRC) and its inclusion to the Innovation Council. CRC is a membership group for larger accounts receivable management firms, creditors, and technology providers. The group is dedicated to engaging in high quality dialogue with regulators, consumer groups and others in an effort to produce common sense solutions that benefit consumers, creditors and servicers. Specifically, the Innovation Council is a membership group for the industry’s sharpest, most forward-looking executives.
Fidotrack CEO Brett Brosseau hosts Executive Round Table at CallMiner 2017Listen User Conference.
Program owners will discuss how they are using gamification techniques and competitons to motivate and engage agents and teams to improve performance and strive for excellence.
Brett Brosseau shares insight into Call Center Gamification
Gamification in customer experience has been used for several years. The concept of using game mechanics to attract and retain customers in the consumer space is commonplace and many tools have been developed.
From Stone Age to Drone Age: Debt Collection Goes High-Tech
They don’t know it, but some debtors are pawns in video games designed to motivate call-center reps. Agents earn prizes for fastest, highest recoveries.