Q

Does gamification drive success in contact centers?

Gamification -- typically used to boost sales performance -- can motivate contact center agents to provide better customer service.

Gamification uses the principles of game playing to foster competition and reward performance among employees in...

a department. This is typically seen in sales teams, but can be applied to almost any business unit.

Gamification encourages team members to compete with one another and improve individual performance based on their knowledge of others' standings. For example, sales team members may incorporate gamification into their sales quotas by having a whiteboard displayed in their offices so team members can track performance.

When it comes to gamification in contact centers, informal initiatives have been used to efficiently resolve issues and achieve greater customer satisfaction. Transitioning to formal gamification in the contact center may include implementing a program that focuses on rewards and collaboration where agents acquire “badges” or commendations for achieving certain goals. To learn additional skills, they can contact other agents who have already achieved those specific “badges” for coaching and guidance on how to augment their careers.

Satisfying the needs of customers requires an agent support structure. First, managers must assure that the technology and tools allow agents to perform their work. Next, the contact center environment must be an enjoyable place to work, where agents can learn new skills and prove themselves. Instituting competition and a path to grow in their careers through gamification can help boost morale among agents, and helps to drive the success of the contact center.

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This was last published in August 2015

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Do you think gamification in contact centers could improve employee performance? Why or why not?
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Yes. Call center employees have a lot of metrics to adhere to. These metrics if tied to a game can make their jobs more playful and they can develop healthy competition among themselves.
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I agree....it is a tough job working in the call center with many metrics and challenging customers....anything that can be done to make a more enjoyable environment is beneficial.
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All right, I'm all for tangible rewards for excellent performance. I have never worked in or directly with a call center, so I can't speak to that. I work on an agile software dev team, and one of the IT leaders suggested implementing gamification among the teams. 

We pretty much all shook our heads and said that that was a terrible idea. Seems to be like it would be an excellent way to breed resentment among teams that should be working together, not against each other.
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You bring up a great point and success depends on how it is implemented and managed....not all motivational tools work for everybody.
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