Join host BenchmarkPortal CEO Bruce Belfiore and guest host Bob Cowen, Snowfly, as they discuss gamification principles and best practices. What is it, why all of the hype, and how can we use it for our daily challenges like retention, adherence, quality, FCR, and upselling?

Guest Host: Bob Cowen Bob has been in the contact center industry for more than 30 years. During those years, he has observed agent incentive programs that used contests or games, leader boards, badges and various rewards. Creating and managing these incentive programs appeared to be labor intensive; they ran only periodically, for a relatively short duration and quite often the ROI was not even measured! Then in 2006, Bob saw an article in the Wall Street Journal describing how a large bank was using an on-line incentive application that motivated employees to improve attendance, adherence and reduce attrition, especially new-hire attrition. It used brief on-line games, leader boards and rewards – – and it operated full time. This led him to Snowfly and the rest, as they say, is history.

Air Date: Wednesday, May 14, 2014 - 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Bob Cowen, Snowfly
Season: 5, Episode Number: 5


CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to

Topics: CallTalk Radio Show, Best Practices, Gamification, CallTalk Season 5