Gamification

How Contact Centers Can Leverage Gamificaton

Leverage Gamificaton

Contact centers are always looking for new ways to ensure employee engagement and productivity, especially now that many agents work, at least some of the time, from home. For remote agents especially, it can be more difficult to plug into the culture of the office and stay engaged with the brand without the face to face interaction they would usually have in the contact center. This is where gamification can help. Contact centers can introduce gaming elements to motivate and engage staff while helping upskill and cross skill staff. It is an invaluable approach to increasing productivity for your workforce, whether they are working from home or in a contact center.Read more


Call-Design

Transitioning Back to the Contact Center

With the threat of COVID-19 still lingering, everyone needs to understand exactly what it means to come back to the office. Contact centers are at an especially high-risk for transmission due to the number of people on each shift and the sharing of equipment between team members throughout the day. There need to be strict safety guidelines in place for businesses that are bringing their workforce back into the office. In this blog, we go into detail on what bringing your staff back to the contact center should look like.

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Contact Centre

3 Ways to Drive Agent Engagement in a Contact Center

If you know anything about contact centers, then you know that it can be hit or miss when it comes to how interested (or engaged) an agent is with their caller, or their job for that matter.

Just a little nudge in the right direction, and your contact center could be humming, but if you are like many contact centers, that ‘nudge’ needs refining, and there’s a new way in which you can do it. What contact center managers have realized is that their investment in training and development, along with employee satisfaction and engagement, is the best investment they could ever make.

According to an Aon Hewitt study, a mere 5% increase in employee engagement can drive an increase in revenue by 3% by the following year. On the back of this ‘new’ digital age brings to the forefront major advancements in technology particularly in artificial intelligence, robotics and of course, gamification (our personal favorite).

Employees that work in contact centers may at times feel not qualified enough to perform their required tasks to the best of their capabilities and hence feel slightly unmotivated and unambitious. Engagement among contact center agents is important to ensure employee satisfaction is attained.

In come companies like Call Design’s partner Datagamz who aim to optimize and radically improve the engagement and capability of contact centers by improving communication inside and outside the organization. They focus on gamification as well as analytics to provide insights, and throw a few games into the mix – which ultimately get’s everyone a little excited (and productive).

Here are 3 of the best ways gamification is used to drive agent engagement in contact centers.

  1. Gamification
    The concept of incorporating games into work has proved successful when the game is designed to improve productivity. Gamification taps into employees’ psychological needs for challenges, rewards, feedback and fun. Through Datagamz technology, the focus is on earning points, levelling up in games, having leaderboards and game targets that encourage employees to do better and ultimately be more competitive. It prides itself as a stakeholder in the incorporation of bringing fun into work – where an employee finishes a work-task and simultaneously levels up in a game. Constructive feedback will also be shared in the game, which is beneficial to all employees.
  2. Manage Employees using Game Console
    Frankly, nobody likes being micro-managed. With Datagamz’s solution, employers are able to keep track of areas they want to target to determine employees’ individual performance. Employees have the choice to either compete against or team up with their colleagues while completing tasks. Having a point system and rewarding employees for compliance encourages repeated positive behaviors.
  3. Recognition and Rewards
    Last but certainly not least is recognizing and rewarding employees’ performance. Announcing and displaying top scorers is one way to increase engagement and encourage others to follow in this direction or use Datagamz to reward high achieving employees with the freedom to play music of their choice upon accomplishing a milestone. Employees with exceptional knowledge and skills can easily be identified to help benchmark where everyone is at. Utilizing Gamification technology provides insights on employees’ motivations and engagement patterns. Recognizing their strengths and rewarding their good behavior will urge employees to keep up the hard work, hence increasing satisfaction as well as engagement overall. What more could you ask for?

https://datagamz.com/gamification/

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call Contact Centre

Play Your Way to a Higher Performing Contact Center

The biggest threat to the productivity of a contact center is a disengaged employee. If your team is disengaged with their work, the performance of your contact center will suffer dramatically. But what if you were able to make a game out of your employee’s performance? Making a game out of the mundane tasks that come with a contact center will not only increase the likelihood that these tasks will be finished, but it will also improve the quality of the work done on the task. If this approach can strengthen the integrity of the work for the smaller tasks, just think of what it can do for some of the bigger, more complex tasks that your agents face every day. Gamification is the answer to your employee engagement problems.

How gamification can help

Gamification is the implementation and application of gaming elements to encourage engagement with a product or service. We can utilize gamification to improve employee engagement to increase the performance of your contact center. These games are able to translate behaviors that improve productivity into badges, quests and challenges for all the players involved. Whether you are training your employees on a new product or trying to encourage the completion of mundane tasks, gamification will change the way your team works.

Driving performance with friendly competition

The success of your team may very hinge on the environment of their workplace. Automation is taking up more and more of the routine tasks of a contact center, so your agents are tasked with the bigger, more complex customer questions. Gamification can help facilitate an environment that engages your employees in competition to increase their productivity and on-the-job knowledge. Whether they are competing for the top spots on a leader board or levelling up in training activities, gamification can make your team members better employees through challenges that reward and empower them on a personal level.

Celebrate your success together

With gamification software, you have the opportunity to reward the employees who are doing well and celebrate their success publicly. You can utilize the screens in your contact center to live stream player progress, leader boards and achievements for everyone to see. Public displays of success are a great way to motivate disengaged or newer employees to join in on the fun, while also celebrating the good work of your engaged employees. When you can celebrate the success of the whole team at once, everyone wins!

If you are interested in implementing gamification solutions in your contact center, get in touch with someone from our team today.