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Is it time for Call Center's to gamify?

Is it time for Call Center's to gamify?

[fa icon="calendar"] May 14, 2013 10:46:37 AM / by Briana Songer

Briana Songer

Gamification has been something that's been widely talked about, yet it seems like most businesses are still in the dark about how exactly to integrate this type of tool into their business. Most call centers suffer from the same problems (high attrition, de-motivation, low performance etc), so what's the hold-up as far as adopting gamification?

Gamification has been something that's been widely talked about, yet it seems like most businesses are still in the dark about how exactly to integrate this type of tool into their business. Most call centers suffer from the same problems (high attrition, de-motivation, low performance etc), so what's the hold-up as far as adopting gamification?

Social media has always been held in a negative light, as most businesses have viewed it as a tool to waste time. Yet recently, adoption has been on the rise as more and more companies have realized the potential it can offer. OVUM recently published a research report with data and findings about Gamification and call centers.

Based on the report, plus the growing number of emerging gamification enterprises, it's time for call centers to rethink how they motivate, train, coach and communicate with their employees. There are a number of players to check out (Badgeville, Bunchball, Yammer, Desk and Hoopla to start).

OVUM named PlayVox as one of the leading vendors in the call center space.

''PlayVox is unique in that it is a new player in the market that is currently working as a standalone solution. It was founded in Chile to assist outsourcers with improving agent attrition. The solution initially encompasses as social platform, where managers can invite agents into the community. Once in the community, agents encourage each other to take training courses and post karma points from behavioral achievements.''

Call centers considering gamification should have a clear picture of what areas they would like to improve before implementing a gamification solution. In the constantly evolving trends, gamification is something that's still gaining traction, yet it's time for call centers to catch up and revamp their strategy.

Social media has always been held in a negative light, as most businesses have viewed it as a tool to waste time. Yet recently, adoption has been on the rise as more and more companies have realized the potential it can offer. OVUM recently published a research report with data and findings about Gamification and call centers. Check out the full OVUM report here.

Based on the report, plus the growing number of emerging gamification enterprises, it's time for call centers to rethink how they motivate, train, coach and communicate with their employees. There are a number of players to check out (Badgeville, Bunchball, Yammer, Desk and Hoopla to start).

OVUM named PlayVox as one of the leading vendors in the call center space.

''PlayVox is unique in that it is a new player in the market that is currently working as a standalone solution. It was founded in Chile to assist outsourcers with improving agent attrition. The solution initially encompasses as social platform, where managers can invite agents into the community. Once in the community, agents encourage each other to take training courses and post karma points from behavioral achievements.''

Call centers considering gamification should have a clear picture of what areas they would like to improve before implementing a gamification solution. In the constantly evolving trends, gamification is something that's still gaining traction, yet it's time for call centers to catch up and revamp their strategy.

Topics: Contact Center, Coaching, call centers, PlayVox, tips

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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