Modern contact centers use gaming science and psychology to increase agent productivity while reinforcing positive behaviors. This “gamification” incents and recognizes agents, motivating them to meet or exceed expectations by completing specific objectives and outpacing their peers.
But gamification’s ultimate goal is a customer-oriented one: superior experiences that result in more satisfied and longer-term customers.
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:
And we can help you start. Calabrio recently queried several top Calabrio customers to get a few real-world ideas you can leverage in your own contact center, to make every day “game day.”
Prizes are great, but they only work if you 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.
Both new-hire onboarding and ongoing skills development are important programs for the modern contact center. Here is how a few Calabrio customers use gamification for both needs.
Peer competition taps into agents’ competitive spirits by recognizing “winners” (top performers).
Let the games begin!
Find out more about gamification with Calabrio. Watch our on-demand webinar, The Game is On! Gamification and the Next Generation Contact Center, to learn more.