If you have sports fans, or family of sports fans, working in your contact center, the biggest topic of conversation in your team this week will likely be around the upcoming big game. Every February, players run around a patch of grass in search of their ultimate reward. This work is the culmination of dedicating their entire lives to the pursuit of a silver trophy that represents the hard work and dedication they have put into realizing their dream.
Wouldn’t it be wonderful if your contact center employees had the same amount of dedication and commitment to their goals as these professional football players? But it’s a little bit more difficult to motivate a contact center agent than it is to get a football player.
As a result, many contact centers are turning to gaming science and psychology to reduce agent attrition by energizing their team. Contact center gamification incentivizes and recognizes agents. It motivates them to meet or exceed expectations by completing specific objectives and outpacing their peers.
The ultimate goal of gamification, however, is a customer-oriented one: to create superior experiences. This results in more satisfied, long-term customers while also energizing and fulfilling agents.
Developing your first gamification program might seem overwhelming, but it doesn’t have to be. We find most contact centers launch inaugural gamification initiatives that feature one or more of these three key strategies:
• Rewards and recognition
• Peer competition
And we can help you start. Calabrio asked several top Calabrio customers to get a few real-world ideas you can leverage in your own contact center. Let’s explore these ideas to help make every day “game day.”
After the big game, one of the most exciting visuals is when the winning team lifts their trophy overhead. That trophy is valued not just because it’s made of precious metals. It’s because receiving it is a tangible recognition of the team’s hard work and achievements.
Now, not every agent wants to go home with a giant trophy. That being said, reward programs are a great way to motivate your agents. The key is to give agents rewards they actually want and recognize agents in ways that matter to them.
Here are a couple of tactics our customers use to recognize and reward their own agents:
While these ideas are a great starting point, there are other ways to energize your team. Let’s explore the benefits of contact center gamification for greater skill development and customer satisfaction.
Both new-hire onboarding and ongoing skills development are important programs for the modern contact center. Below, we’ve compiled some ways that some Calabrio customers use gamification for both needs.
These skill development games can be a great way to focus on contact center gamification without adding additional costs.
Adding a (friendly) competition to your agents’ day can give them benchmarks to compete against and can make more boring tasks fun. Peer competition also taps into agents’ competitive spirits by recognizing “winners” (top performers) and subtly motivating agents who are not near the top to try harder.
Here are some competition ideas that we’ve seen used successfully in the contact center:
Many Calabrio customers use what’s commonly known as a “leaderboard.” It’s a dashboard displaying top performers and their “scores.” They track key metrics to help them reach their goals. Agents actively monitor the leaderboard to see who’s in the first place, who’s rising to the top, who’s losing their lead, etc.
In addition, many Calabrio customers use the common gamification concept of “badges.” Badges are awarded to individuals and are visual representations that track and measure agent status. Different badge styles or colors denote different accomplishments.
Badges become more intricate and complex as agents advance to higher levels. Badge dashboards help agents learn about the badges they earn and what ones to pursue. Plus, they can track key metrics to see their individual performance stats.
Gamification can be a powerful motivational tool when done right. When combined with an effective training program it can double the returns.
Looking for more ways to improve your contact center gamification? Read this help gamification infographic from Calabrio to learn more. Let the games begin!