Motivating Contact Center Agents with Gamification
Motivating Contact Center Agents with Gamification
Motivating Contact Center Agents with Gamification
By Scott Kolman
December 1, 2022
Summary
Encourage gamification in contact centers to reduce high agent attrition, increase engagement and empathy.
To face the talent retention and recruitment challenge, contact center channel partners are leveraging technology, and increasingly artificial intelligence, to enable contact center agents, managers and supervisors to be more efficient and productive, while at the same time enhancing the customer experience.
In the contact center, it can be easy for agents to become disconnected from their work.
For contact center agents, gamification could be as simple as supplying points to the person who answered the most calls on a particular day, or rewarding the agent who had the quickest call times.
Gamification might not be the same as playing the PS5 at work all day, but it's an extremely effective way for channel partners to engage contact center professionals and drive their job satisfaction through the roof.
Engaged, happy agents will lead to happier customers and improve public perception of a company, all factors that positively impact contact center partners.
As businesses strive to retain contact center agents during uncertain economic times and the Great Resignation, gamification is a powerful way to both retain existing agents and attract new talent.
Reference
Kolman , S. (2022, December 1). Motivating contact center agents with Gamification. Channel Futures. Retrieved January 11, 2023, from https://www.channelfutures.com/business-models/motivating-contact-center-agents-with-gamification