
The Benefits of Gamification on Contact Centers
Gamification is the ideal way to drive employee engagement in contact centers as it encompasses three dimensions of the employee interaction process—commitment, competition, and collaboration. Today, most customers resolve the underlying issues on their own and contact companies only when complex problems arise, which they cannot solve on their own. A contact center; being the central point from where all customer interactions are managed, requires more skilled and engaged employees to deal with these complex issues.
By harnessing the many entertaining aspects of games, such as involving badges, leaderboards, level progression and points for rewards, achievement, and recognition, companies can improve employee engagement, their retention and customer experience. Companies can link gamification to the business systems and operations, where game elements will be tethered to employee performance data. When implemented successfully, gamification can foster a collaborative environment for employees, ultimately delivering an increased measurable impact on a company’s bottom line.
Gamification is not entertainment; it is a powerful way to conducively measure and motivate employees. It motivates employees by giving credit where it is due; they will be recognized for great performances, makes them more engaged and fosters healthy competition among them. More engaged employees deliver better customer experiences at lower costs—all of which is easily measurable as big data and analytics power gamification. This also enables companies to measure the longevity of the impact gamification has on their employees.
See Also:
Top Contact Center Consulting Service Companies
Top Contact Center Solution Companies
Featured Vendors
EDITOR'S PICK
Essential Technology Elements Necessary To Enable...
By Leni Kaufman, VP & CIO, Newport News Shipbuilding
Comparative Data Among Physician Peers
By George Evans, CIO, Singing River Health System
Monitoring Technologies Without Human Intervention
By John Kamin, EVP and CIO, Old National Bancorp
Unlocking the Value of Connected Cars
By Elliot Garbus, VP-IoT Solutions Group & GM-Automotive...
Digital Innovation Giving Rise to New Capabilities
By Gregory Morrison, SVP & CIO, Cox Enterprises
Staying Connected to Organizational Priorities is Vital...
By Alberto Ruocco, CIO, American Electric Power
Comprehensible Distribution of Training and Information...
By Sam Lamonica, CIO & VP Information Systems, Rosendin...
The Current Focus is On Comprehensive Solutions
By Sergey Cherkasov, CIO, PhosAgro
Big Data Analytics and Its Impact on the Supply Chain
By Pascal Becotte, MD-Global Supply Chain Practice for the...
Technology's Impact on Field Services
By Stephen Caulfield, Executive Director, Global Field...
Carmax, the Automobile Business with IT at the Core
By Shamim Mohammad, SVP & CIO, CarMax
The CIO's role in rethinking the scope of EPM for...
By Ronald Seymore, Managing Director, Enterprise Performance...
Driving Insurance Agent Productivity with Mobile and Big...
By Brad Bodell, SVP and CIO, CNO Financial Group, Inc.
Transformative Impact On The IT Landscape
By Jim Whitehurst, CEO, Red Hat
Get Ready for an IT Renaissance: Brought to You by Big...
By Clark Golestani, EVP and CIO, Merck
Four Initiatives Driving ECM Innovation
By Scott Craig, Vice President of Product Marketing, Lexmark...
Technology to Leverage and Enable
By Dave Kipe, SVP, Global Operations, Scholastic Inc.
By Meerah Rajavel, CIO, Forcepoint
AI is the New UI-AI + UX + DesignOps
By Amit Bahree, Executive, Global Technology and Innovation,...
Evolving Role of the CIO - Enabling Business Execution...
By Greg Tacchetti, CIO, State Auto Insurance
Read Also
Major Trends Shaping Fintech Revolution
BANKEX: Secured Blockchain-based Tokenization
Importance of Artificial Intelligence Drones
