The HomeTown Heroes program at Burton Snowboards aims to boost performance (both quantitative and qualitative) throughout the winter, our busiest time of the year. In this session, Anna Negri and Dan Gaillard will share how they built their gamification program, how they track progress and performance (down to the KPIs they use, improvements in productivity, boosts in quality, etc.), and where they're planning to expand the program (perhaps to the retail staff this coming winter). They'll also pulse the audience to gather feedback and insights on the programs other contact centers are running and how they've affected the agent and customer experience.