What is contact center gamification?

Workplace  processes can become repetitive and monotonous after some time of implementation. With gamification in business, you can integrate game techniques or technology into team workflows to boost morale and employee performance. 

Contact center gamification is the process of including games and prizes in everyday activities to encourage healthy competition and productivity among agents. 

Benefits of gamification in customer service

As customer service teams follow the same process daily in supporting customers, repetition can disengage employees or result in burnout. Gamification helps to liven up the repetitive process that characterizes customer service. 

The benefits of a gamification program to improve customer service include:

• Employee engagement 

• Motivation through rewards for hard work 

• Productivity

• Enhanced service delivery 

• Creativity and innovation

• Progressive organizational culture 

• Low employee attrition rate

Examples of gamification in a contact center 

Gamification is not limited to one aspect of workforce management. Leaders can leverage game strategies to enhance overall employee productivity. 

Here are some approaches to gamification in customer service: 

• Activities focused on learning opportunities. Managers can improve employee commitment to mastering processes and products or refining skills with gamification. This approach helps team members learn better and improve their knowledge to enhance service delivery. An example would be a simple contest on how quickly frontline employees can locate a resource in your knowledge base.

• Activities focused on improved agent performance. Call center gamification strategies introduce healthy competition among team members, which results in performance improvements. For example, introducing a reward for the employee with the highest first call resolution (FCR).

• Activities focused on better customer interaction. Organizational policies ensure that there is uniformity in service delivery and customer experiences. You can adopt gamification to ensure that agents adhere to a set standard when relating with customers. 

Contact center gamification ideas

Wondering how to gamify the processes above? These contact center gamification ideas are a great place to start. 

• Charity fundraisers. This model is great for encouraging teamwork. The company makes a donation to the preferred charity of the team that meets targets and passes thresholds within a given period. 

• Olympics. Contact center Olympics involve multiple activities, each bringing a reward. It's a great opportunity to enhance individual performance and confer the employee of the month award. In developing this model, team leaders can organize various activities around education, customer interaction, and overall team performance. ‍

• Daily prizes and perks. Mini Goals encourage consistent progress as employees carry out little tasks that contribute to a big picture over time. Managers can celebrate wins and encourage commitment with prizes. Echo AI enables leaders to share gifs, emojis, and other rewards for great performance.

Set up your gamification program

Thinking of employing gamification for some processes within your team? Echo AI is a performance management solution that empowers leaders with data to celebrate success early and often. In addition, Echo AI provides organizations with gamification tools through Scorecards and Mini Goals. 

Request a Echo AI demo to learn more about how we can help.