Leveraging ServiceNow Customer Service Management to boost customer service agent performance

It is no secret that call center employees are the superheroes of every organization. These agents wield incredible power when it comes to customer experience, with the ability to shape the customer journey with every customer interaction. In this webinar, we’ll highlight how you can use gamification (the practice of providing rewards to drive people to undertake particular actions) to better equip your call center employees with a fun and engaging way to positively impact the customer experience.

According to a 2019 survey from TalentLMS, 89% of employees said they would be more productive if their work was gamified and 84% of those who received gamified training reported feeling more motivated. In this webinar, Covestic’ s Customer Service Management experts will highlight how you can use ServiceNow Customer Service Management to build an agent gamification experience for your employees.

In this webinar, our customer service management experts will cover:

  • The science behind gamification
  • Use-cases for gamification within ServiceNow Customer Service Management
  • How gamification can improve agent productivity
  • Live demos of the ServiceNow Customer Service Management gamification application (dashboard, gamification rules and points)

Watch this webinar for best practice tips on building an engaging, immersive gamification experience for your agents to increase engagement, performance and ultimately customer outcomes.


James Divine

Director, Customer Service Management, Covestic


John Gubatayao

Technical Solutions Architect, Covestic