Play Your Way to a Higher Performing Contact Centre

Published on 22nd October, 2019 in Employee Engagement

The biggest threat to the productivity of a contact centre is a disengaged employee. If your team is disengaged with their work, the performance of your contact centre 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 centre 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 centre. These games are able to translate behaviours 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 centre, 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 centre 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 centre, get in touch with someone from our team today.

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