Sharing What Works

March 22 – 24, 2017 Orlando, FL

Register Now Includes:

LS304 Gamifying Assessments in Call Centers

2:30 PM - 3:30 PM Wednesday, March 22

Games and Gamification


In order to provide top-notch customer service, call center agents are required to master an ever-growing number of knowledge and skill sets during training, including sales skills, enterprise tools, products, and policies and procedures. As traditional assessments are often limited to isolated application, facts, or memorized data at lower-level thinking skills, they tend to fall short of testing whether the agents can actually apply their learning and perform on the job.

In this session, you’ll explore the benefits of using game assessments over traditional assessments in call centers, including how this approach can drive employee engagement. You’ll learn how to create game assessments for this environment that motivate employees with healthy competition and recognition for great performance. By the end of this session, you’ll have a repertoire of gamification techniques and methods that you can use to assess higher-order thinking skills and true on-the-job performance.

In this session, you will learn:

  • Why game assessments are a great fit for call centers
  • How games and game assessments can drive employee engagement
  • How to create game assessments that motivate employees with healthy competition and recognition
  • How you can apply gamification techniques to assess higher-order thinking skills and performance

Novice to intermediate designers, developers, and managers.

Technology discussed in this session:
Segno Expertise learning platform, HTML/HTML5, and Articulate Storyline 2.

Joe Windham

Instructional Designer

Sears Holdings

Joe Windham is an instructional designer for Sears Holdings Member Services Organization. Over the last 25 years, he has held senior training and development roles at Citrix, Motorola, Florida Power and Light, and Reimbursity. Joe’s expertise is in the areas of online learning development and project management, media production, virtual classroom learning, and instructional design.

Phuong La

Instructional Design Manager

Sears Holdings

Phuong La is a learning solutions architect and instructional design manager at Sears Holdings Corporation. She leads a team of talented instructional designers in transforming and innovating learning across national and global call centers. Phuong has worked in learning and development across different industries including finance, retail, travel, mental health, and higher education.

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