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Why Gamification is here to stay.

Why Gamification is here to stay.

[fa icon="calendar"] Apr 30, 2012 10:57:01 AM / by Briana Songer

Briana Songer

We all know that the popular buzzword "Gamification" isn't a new concept.
According to the Guardian's post: Gamification's march to ubiquity, play is a type of addictive quality that has always been a part of our culture and life. By using this addictive quality, many companies have begun to emerge as pioneers for businesses that are trying to desperately leverage the right tools and to drive employees to be more productive.

What did Mary Poppins think of Gamification? "There's an element of fun to every job that must be done and if you find the fun, then snap! the job's a game." Well, Ms' Poppins, we all know that not every job makes it easy to find the 'fun', and really, that's not the point. Gamification is something special because while it can create something monotonous or boring into a game, no one's going to keep playing if it doesn't keep them motivated, rewarded or engaged. It's the underlying truth that makes the game mechanics tick.

Take one of the world's worst jobs for example. Call Centers. Would it be possible gamify a job with an average annual turnover rate of 33%? As mentioned in the Guardian article, it is. Arcaris has shown that Gamification can transform something as mind numbing and spirit crushing as cold-calling into something fun, addictive and ultimately more productive.

Call Centers are a hub of shared information between customers and employees and its vital that agents and management are motivated to positively represent the company. Gamification technology that successfully understands the underlying "truth" and that has been designed with Call Center employees in mind has a chance to help Call Centers change the turnover rates and improve representation by utilizing tech that emphasizes on individuality, interaction, community and of course, motivation. Call Centers aside, by designing and integrating the right game mechanics, its possible that Gamification will continue to grow out of just being considered a "buzzword" and make a lasting impact in the workforce.

 

Sources:

Cornell University. Global Call Center Project. 2005. http://www.ilr.cornell.edu/globalcallcenter/research/unitedStates.html

The Guardian. "Gamification march to ubiquity" April 2012. http://www.guardian.co.uk/media-network/media-network-blog/2012/apr/26/gamification-ubiquity

 

 

Topics: gamification, call centers, arcaris

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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