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Contact Center Gamification: Let the Games Begin
Gamification is a relatively new employee engagement concept that enables contact centers and other departments to incorporate gaming methods and techniques in business applications and processes to enhance and improve agent/staff performance, motivate and drive ideal behaviors, and provide recognition and awards for goal achievement. It is an ideal approach for staff-intensive environments and operating areas like contact centers and back offices, where it can be used as an agent empowerment tool. Gamification solutions provide agents with real-time performance data that is directly tied to the key performance indicators (KPIs) that matter most to them. These solutions are being used to motivate agents to improve their performance and rank by giving them challenges, tasks, activities, quests, etc., that are designed to “level-up” their performance. This paper from DMG Consulting looks at gamification in the contact center as a way to engage, motivate and educate without disrupting the goal of the department – delivering an outstanding customer experience.
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