Gamification has proven especially effective at improving employee performance and business results at contact centers. Benefits include increased revenues from higher sales/collections close rates, improved compliance, faster employee onboarding by making training more fun and effective, and improved employee retention. When contact center agents are more engaged at work, enterprises can optimize engagement with customers.
Businesses are winning with gamification, but the process isn’t all fun and games. Gamification programs need to be driven by business goals and backed by accurate, objective data and metrics – you can’t have a fair game if you can’t keep score. That is why interaction analytics are an essential component of contact center gamification programs, and why gamification is a natural step for organizations that already have interaction analytics in place. Contact center analytics serve as the scorekeeper and referee that makes gamification successful.
This white paper gives examples of how organizations have used gamification in contact centers and presents best practices for using gamification to improve contact center performance.