It’s no secret that keeping call center agents motivated can be a real challenge. Gamification guides and reinforces high-value activity by capturing employee performance data and, in turn, using that data to motivate them with rewards and points. According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations.
Build a community, not just a company
When it comes to call center attrition, how do you keep your customer service talent from thinking that the grass is always greener somewhere else? Listen to TELUS International President, Jeffrey Puritt, talk about their practices for attracting, hiring and retaining our valued team members. And why it's important to build a community, not just a company.
If you’re thinking of applying Gamification to improve your Call Center performance, you should be aware that gamification is just a small step in the long journey to make your agents more productive and engaged within your company.
Cultivating a high performance culture is something you have to build day to day. Call Centers is not a technology business, it’s a people intensive business that requires a lot of leadership, psychology and management skills to be successful. Data helps you know how your team is performing and processes helps you guide your people to act in different scenarios.
Will gamification in the contact center grow in popularity over the next year?