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Why you should mix Gamification with your call center

Why you should mix Gamification with your call center

[fa icon="calendar"] Apr 25, 2013 8:38:03 AM / by Briana Songer

Briana Songer

One thing we know for certain is that Gamification is here to stay, and companies are looking for strategies for it to help them solve their own pain points. In the call center, where tasks can be repetitive and thankless, the power of Gamification is becoming more and more recognized. How can you utilize Gamification in your call center?One thing we know for certain is that Gamification is here to stay, and companies are looking for strategies for it to help them solve their own pain points. In the call center, where tasks can be repetitive and thankless, the power of Gamification is becoming more and more recognized. How can you utilize Gamification in your call center?
Break up the monotony

Incorporating gamification into your training and coaching programs is one way to help decrease boredom with traditional instruction. Add in points, badges, prizes etc, for completed training's to create opportunities for supervisors to recognize their progress in different areas.

Friendly Competition

Every agent has different needs, and gamification helps create both self-competition and with others to engage and help them focus on different areas to improve. Leader-boards are a great way to see where they rank with their team. Use them help find certain problems and increase productivity. For example, Microsoft uses leader-boards to find software bugs.

Incentives

Points, Levels, Badges and others are types of social psychology that leverages feedback, competition and public recognition to help change behavior. These types of solutions are part of the game strategy that help motivate agents to change their behavior. For example, agents can earn points when they resolve certain campaigns or cases, when they take a high volume of calls, answer emails etc.

Results

We learn when we make mistakes. Negative or low scores, achievements and participation are a good way for agents to learn about problem areas. It also lets supervisors assess them and take the necessary action to help with training and coaching.

Social Collaboration

Let your agents showcase their rewards and contributions with public recognition. If they have just completed a difficult call or campaign, they can easily share this with the team and let them reward the person.

There are many Gamification applications out in the market, first decide about which are your most important needs and then research the Gamification strategy that most aligns with your goals. With any tool, gamification is something that must be implemented and managed correctly to get the best results. Just be sure the gamification inspires the agents to change behavior, not just to see straight productivity numbers. After all, happier agents mean lower costs and higher customer experiences.

Break up the monotony

Incorporating gamification into your training and coaching programs is one way to help decrease boredom with traditional instruction. Add in points, badges, prizes etc, for completed training's to create opportunities for supervisors to recognize their progress in different areas.

Friendly Competition

Every agent has different needs, and gamification helps create both self-competition and with others to engage and help them focus on different areas to improve. Leader-boards are a great way to see where they rank with their team. Use them help find certain problems and increase productivity. For example, Microsoft uses leader-boards to find software bugs.

Incentives

Points, Levels, Badges and others are types of social psychology that leverages feedback, competition and public recognition to help change behavior. These types of solutions are part of the game strategy that help motivate agents to change their behavior. For example, agents can earn points when they resolve certain campaigns or cases, when they take a high volume of calls, answer emails etc.

Results

We learn when we make mistakes. Negative or low scores, achievements and participation are a good way for agents to learn about problem areas. It also lets supervisors assess them and take the necessary action to help with training and coaching.

Social Collaboration

Let your agents showcase their rewards and contributions with public recognition. If they have just completed a difficult call or campaign, they can easily share this with the team and let them reward the person.

There are many Gamification applications out in the market, first decide about which are your most important needs and then research the Gamification strategy that most aligns with your goals. With any tool, gamification is something that must be implemented and managed correctly to get the best results. Just be sure the gamification inspires the agents to change behavior, not just to see straight productivity numbers. After all, happier agents mean lower costs and higher customer experiences.

Topics: supervisor, Feedback, Contact Center, Agents, Coaching, gamification, call centers, training

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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