Gamification: Improving Contact Centre Agent
Gamification: Improving Contact Centre Agent
Gamification: Improving Contact Centre Agent
By Neil Titcomb
December 10, 2020
Summary
Perhaps the most influential strategy is the gamification of user experience.
Contact centre managers know that without an empowered, engaged workforce, there is no meaningful CX. Moreover, the cost of implementing gamification into user experience is low, as the point is not a financial bonus, merely recognition and reward, often in subtle ways.
Take for example a contact centre that employs 200 agents.
Delivering increased agent satisfaction through gamification.
Beyond anecdotal evidence, a consensus is building on the overwhelming impact of gamification on agent satisfaction, both in terms of training and professional responsibilities.
Gamification has always been present one way or another, only now it is digitized and leverages cutting-edge computer science and artificial intelligence to address workers' evolving preferences into how they are encouraged.
Given the trying times many organizations are having at the moment as a result of COVID-19, along with the new reality of remote work for many agents, the gamification of user experience can also be used to instill best practices and impart advice, according to another recent report by McKinsey & Co.Implementing gamification increases agent satisfaction and decreases cost.
As with any solution, there is not a one size fits all strategy, so before simply adding gamification to users' experience, certain steps need to be taken.
The gamification of user experience is a low cost with a huge reward.
Lack of motivation and staff turnover can all be accomplished through the gamification of user experience.
Reference
Titcomb, N. (2020, December 10). Gamification: Improving Contact Centre Agents. Retrieved December 11, 2020, from https://contact-centres.com/improving-contact-centre-agent-satisfaction-through-gamification/