Motivate and Engage Agents with Gamification

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At the beginning of November, I purchased an indoor rowing machine.  About a week after I bought it, I learned that rowing manufacturer offered an online logbook to track meters rowed and there was a challenge starting soon. For the Holiday Challenge, participants were presented with the goal of rowing 100,000 meters between Thanksgiving and Christmas Eve. Participants who completed the challenge were awarded a certificate suitable for printing and access to a challenge store where they could purchase exclusive merchandise such as t-shirts and hats.  I love a good challenge and if there is a chance to collect or win something, I’m in. Whether it’s in my personal life or professional life, I can’t help myself. If it’s gamified, I want to play and I’m more motivated to do so. So it should be no surprise that I rowed my way through the month of December and reached the 100,000-meter goal (just over 62 miles) on December 23rd 

As it turns out, I’m not alone.  According to recent data from Talent LMS, 88% of those surveyed say gamification in the software they use at work makes them happier employees.  And it’s no secret that happy staff makes a happy company.  

Some organizations are getting on board. In fact, over the past several years, companies have discovered that they can improve employee performance, encourage team collaboration and boost individual creativity by creating friendly competition through gamification. In fact, a study by CITO Research found that implementing gamification can result in significant improvements. As a part of a performance management solution in the contact center, a robust gamification platform tied to real-time performance data, allows supervisors to drive better agent behaviors by creating customized games with associated game rules and attractive rewards or badges. Additionally, they can then assign them to specific employees or teams. Game rules are designed so that those who win the game are demonstrating behaviors that help the contact center achieve specific KPIs. 

Performance management solutions in general, as well as gamification in the contact center, align the goals of the employees with the goals of the organization. Agents and supervisors can be reminded of current challenges with a dashboard challenge widget. Current rankings can be clearly visible in a Leaderboard Widget. Additionally, gamification can be a much more engaging and social experience with employee and team profiles to create an online identity. 

Learn more about gamification and performance management solutions in our eBook, Realizing the Full Potential of your Contact Center with Performance Management.