Gamification is the process of applying game mechanics to non-gamified environments such as contact centers. It has been lauded in recent years for its value in improving onboarding training results, keeping agents constantly motivated, and incentivizing behaviors that help them meet and exceed individual, department and corporate objectives. Although the first efforts began years earlier, gamification started to gain popularity around 2010.

Today, gamification has been embraced by companies in virtually every industry for its effectiveness at enhancing employee satisfaction, and for making learning and improving performance more fun. By doing so, it also elevates the customer experience and builds loyalty. 

Introduction

GAMIFICATION AND EMPLOYEE ENGAGEMENT

There are many benefits to contact center employees that leverage gamification. They receive recognition and rewards which incentivize them for a job well done. They receive perpetual feedback and constant visibility into their (and their teams) performance against their key performance indicators (KPIs) and their peers. Gamification helps improve performance and keeps contact center sta motivated to continue to improve. Furthermore, it keeps contact center employees happy, which impacts customer experience and satisfaction. In short, gamification produces a more engaged workforce.

Businesses that are serious about future growth simply must embrace employee engagement. Here is why: