For example, many companies are now more actively using gamification as both a competitive weapon and as a customer data-gathering device. So, in benchmarking gamification efforts of a peer, an organization may take up similar approaches. Gamification, though it doesn’t always involve actual games, does reach out with methods to socially involve consumers. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. MORE
Use gamification. Gamification is the use of games and technology to offer incentives to employees based on their performance metrics. The idea of gamification encourages agents to use your software solutions, follow scripts, and keep your contact center on track to meet ongoing goals. MORE
Gamification in customer experience has been used for several years. However the use of gamification tools in employee experience and performance has really just begun to emerge. But can game mechanics and adding gamification to the contact center deliver your win? MORE
DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 Contact Center Gamification Product and Market Report. For customers, gamification is intended to improve loyalty and engagement. MORE
The conference will host more than 500 attendees, feature over 35 speakers, and offer multiple breakout sessions on a range of relevant subjects including customer care design, gamification, automation, and culture-building. MORE
I’ve seen a number of gamifications platforms complete with elaborate games and leaderboards to foster competition around contact center metrics. First, notice that most of the major customer interaction platforms do not currently promote gamification as a feature of their product. MORE
Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.” However, like the hype around big data, enthusiasm for gamification has somewhat plateaued, and has needed to be rethought, especially regarding how it can drive more brand bonding and positive financial results. The post Where Is Gamification Going? MORE
Tips and Techniques from the Gamification PlayBook . Having just wrapped up our research for the 2017 Gamification Product and Market Report, DMG Consulting is happy to report that gamification is alive (and thriving) in contact centers. The staying power of gamification, however, is not happenstance. Gamification methodology is rooted in the principles of behavioral science: motivation, reinforcement, reward and behavior modification. MORE
Gamification is a powerful solution that should be included. What is Gamification? Gamification is the application of game mechanics across the generational spectrum to engage employees, motivate certain behaviors and align their activities with company goals. MORE
While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback. Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year. MORE
Teleopti, en prisbelönt leverantör av lösningar för bemanningsplanering, har utökat sin senaste version av Teleopti WFM med ökad mobilitet och motiverande spelifiering (gamification). Medarbetare har större kontroll än någonsin, med större inflytande över balansen mellan arbete och privatliv – i realtid, var som helst och när som helst MORE
40 
And training that includes gamification and microlearning motivates agents to improve their skills and advance their careers. Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. MORE
Question: We’re just getting started with gamification. Answer: Gamification enables administrators to incorporate gaming methods and techniques systemically in business applications and processes to enhance or improve agent performance, motivate and drive the behaviors to sustain performance, and provide recognition and/or awards for goal achievement. Here is a high-level of summary of best practices that DMG recommends for getting started with gamification. MORE
In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences. The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks. MORE
Award-winning Teleopti, provider of workforce management solutions, has added mobility and motivational gamification to its latest version of Teleopti WFM. Employees are more empowered than ever, with greater influence over their work-life balance – in real time, wherever, whenever MORE
Use gamification to recognize and reward agents for doing a good job. Call Center Quality Assurance Best Practices for Empowering Agents. 7/23/2018. By Donna Fluss. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement. MORE
Think ‘gamification’. Gamification is the introduction of interactive, game-like principles and elements into different contexts. Call Center Customer Experience Customer Service agent-engagement call-center contact-center-agent gamification MORE
Powerful new version of Teleopti WFM for Contact Centers boasts agent performance improvement with motivational gamification features and easier administration with mobile access MORE
Designed to engage, encourage social connections and maximize attention levels, video games have a certain special appeal. Filled with attractive graphics, challenging levels and exciting storylines, it can be difficult to put a controller down once you’ve started playing MORE
79 
For instance, gamification has become a popular way of engaging contact centers teams while also improving the bottom line. Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. MORE
I just returned from Dallas where I mingled with new and old friends at ICMI’s Contact Center Demo & Conference. I relish interacting with contact center professionals during the half-day and one-hour seminars that I teach. And, of course, I like to check out the latest vendor offerings. MORE
There is undeniable science behind the "gamification" movement that deserves our attention. Gamification (using game mechanics to drive agents toward high-value behaviors) is one additional technique that can be used to design meaningful play at work. MORE
The post How To Build A Contact Center Gamification Program That Works appeared first on Sharpen Contact Center Software. Being a contact center agent is a tough job; it’s stressful, tiring, and often thankless. Managers try their best to improve productivity and morale, but most of the time the incentives and programs:· Involve more work· Only benefit a small group· Distract from their jobsIn the end, agents are left with incentive programs that either [.]. Read More. MORE
DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. 9/26/2018. AI-enabled solutions fueling interest and accelerating sales. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report. When: Today, 26 September 2018. Where: Available at the DMG Consulting online store. MORE
And Webhelp’s 1,000 agents, who have all moved to the CXone platform, are empowered and motivated with tools like gamification through inView™ Performance Management for CXone. Global business process outsourcing (BPO) presents some formidable challenges for Webhelp Nordic. MORE
Gamification motivates employees to stay on track. One tried and true method is to employ gamification. Leveraging gamification begins with defining your organizational goals and mapping the behaviors agents need to exhibit to achieve them. Why gamification works. MORE
Question: We don’t have a budget for gamification or other monetary incentives, but we’d like to improve agent engagement with the hope of reducing our agent attrition rates. Celebrate success – use contact center performance management, gamification and QA solutions to consistently recognize outstanding performance and keep agents motivated. MORE
Customer service is the new battleground for business competition. Any organization that wants to remain relevant today will need to ensure that they’re ready and willing to listen, engage, and respond to customers through the customer’s preferred communication channels in real time. MORE
Elaine is working on her Level 3 (Master Tradesman) Gamification certification from Sententia and expects to have it completed before the end of 2017. W hat is your top priority, when implementing a training team? MORE
Gamification. Another great match for Millennials—for whom gamification’s instant recognition and gratification are big pluses—and Baby Boomers are fans as well. Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close. MORE
Best of all, coaching and eLearning sessions can be “gamified” – for example, successfully passing quizzes associated with coaching assignments can be used as the basis for allocation of points, or earning badges and other rewards in gamification applications. Question: How can we improve our contact center coaching? MORE
Agent Retention agent retention call center contact center gamification incentives new-hire retention recognitionWe know that agent turnover—particularly among entry-level staff—is still the No. 1 challenge for contact centers. MORE
For example, many companies are now more actively using gamification as both a competitive weapon and as a customer data-gathering device. So, in benchmarking gamification efforts of a peer, an organization may take up similar approaches. Gamification, though it doesn’t always involve actual games, does reach out with methods to socially involve consumers. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. MORE
And agents stay motivated With inView’s gamification capabilities, get continual feedback on their performance and modify their schedules quickly and easily. MORE
Agents have evolved into efficient “super agents” who can do it all, and gamification challenges help keep them motivated. As a regional AAA (American Automobile Association) club serving nine counties in Central Pennsylvania, AAA Central Penn faces significant day-to-day challenges. MORE
This gets a whole lot easier by using Gamification, this is how it happens. Gamification 101 3RD PARTY AGENT PERFORMANCE ARM ATTRITION BPO CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES CUSTOMER SERVICE ENGAGEMENT GAMIFICATION SALES WORK FROM HOME MORE
Provide intrinsic and extrinsic rewards as part of the coaching and training process, it will help accelerate learning, breed a highly engaged culture of behavior improvement and generate significant results, which can be seen in the Allied Global BPO Case Study , where leveraging both intrinsic and extrinsic motivators through gamification was beneficial. For anyone who has kids, you know that a cough is not always just a cough. MORE
Folks, when I talk about Gamification I am talking about using game mechanics to increase productivity, lower attrition, and lower absenteeism, those are just some of the areas that can be impacted. Lastly, you need to consider time, as a way of defining a true ROI on Gamification. MORE
What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves. MORE
From authoring and leading a client success program, to journey mapping, to gamification, to managing a complex contact center, Nate is the guy to do it right and produce results. How do you ensure buy-in from your team? Looking to get more skin in the game from you team? MORE
On October 25th at the Annual CallMiner LISTEN2017 User Conference, Fidotrack Gamification, the award-winning employee engagement platform for Collections, Sales and Customer Support Organizations announced their latest release; a Gamified Learning Management System. MORE
The post Case Study: Multi-Site Call Center Uncovers the Revenue Sweet Milk with Gamification appeared first on Noble Systems. Regardless the call center activity, whether it is Sales, Collections or Support, revenue is vital. MORE
Gamification 101 3RD PARTY AGENT PERFORMANCE ATTRITION CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES CUSTOMER SERVICE ENGAGEMENT GENERATIONAL SPECTRUM MILLENNIALS PRODUCTIVITY ROI SALES AND PERFORMANCE MARKETING TURNOVER MORE
Gamification 101 AGENT PERFORMANCE CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES EMPLOYEES ENGAGEMENT GENERATIONAL SPECTRUM INSIDER MILLENNIALS PRODUCTIVITY REVENUE RECOVERY SALES AND PERFORMANCE MARKETING MORE
Gamification Related Topics 
Call Center Coach
APRIL 27, 2017
Gamification in customer experience has been used for several years. However the use of gamification tools in employee experience and performance has really just begun to emerge. But can game mechanics and adding gamification to the contact center deliver your win?
Noble Systems
OCTOBER 18, 2018
Gamification motivates employees to stay on track. One tried and true method is to employ gamification. Leveraging gamification begins with defining your organizational goals and mapping the behaviors agents need to exhibit to achieve them. Why gamification works.
Fonolo
JULY 25, 2018
Think ‘gamification’. Gamification is the introduction of interactive, game-like principles and elements into different contexts. Call Center Customer Experience Customer Service agent-engagement call-center contact-center-agent gamification
Beyond Philosophy
JUNE 11, 2015
Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.” However, like the hype around big data, enthusiasm for gamification has somewhat plateaued, and has needed to be rethought, especially regarding how it can drive more brand bonding and positive financial results. The post Where Is Gamification Going?
Noble Systems
OCTOBER 25, 2017
On October 25th at the Annual CallMiner LISTEN2017 User Conference, Fidotrack Gamification, the award-winning employee engagement platform for Collections, Sales and Customer Support Organizations announced their latest release; a Gamified Learning Management System.
Noble Systems
OCTOBER 10, 2017
Folks, when I talk about Gamification I am talking about using game mechanics to increase productivity, lower attrition, and lower absenteeism, those are just some of the areas that can be impacted. Lastly, you need to consider time, as a way of defining a true ROI on Gamification.
Win the Customer
NOVEMBER 25, 2014
Customer service is the new battleground for business competition. Any organization that wants to remain relevant today will need to ensure that they’re ready and willing to listen, engage, and respond to customers through the customer’s preferred communication channels in real time.
DMG
MAY 15, 2017
Tips and Techniques from the Gamification PlayBook . Having just wrapped up our research for the 2017 Gamification Product and Market Report, DMG Consulting is happy to report that gamification is alive (and thriving) in contact centers. The staying power of gamification, however, is not happenstance. Gamification methodology is rooted in the principles of behavioral science: motivation, reinforcement, reward and behavior modification.
Envision
AUGUST 5, 2016
Designed to engage, encourage social connections and maximize attention levels, video games have a certain special appeal. Filled with attractive graphics, challenging levels and exciting storylines, it can be difficult to put a controller down once you’ve started playing
Noble Systems
SEPTEMBER 19, 2017
The post Case Study: Multi-Site Call Center Uncovers the Revenue Sweet Milk with Gamification appeared first on Noble Systems. Regardless the call center activity, whether it is Sales, Collections or Support, revenue is vital.
Noble Systems
OCTOBER 11, 2018
Gamification is a powerful solution that should be included. What is Gamification? Gamification is the application of game mechanics across the generational spectrum to engage employees, motivate certain behaviors and align their activities with company goals.
SharpenCX
FEBRUARY 6, 2018
The post How To Build A Contact Center Gamification Program That Works appeared first on Sharpen Contact Center Software. Being a contact center agent is a tough job; it’s stressful, tiring, and often thankless. Managers try their best to improve productivity and morale, but most of the time the incentives and programs:· Involve more work· Only benefit a small group· Distract from their jobsIn the end, agents are left with incentive programs that either [.]. Read More.
Strategic Contact
NOVEMBER 2, 2016
I just returned from Dallas where I mingled with new and old friends at ICMI’s Contact Center Demo & Conference. I relish interacting with contact center professionals during the half-day and one-hour seminars that I teach. And, of course, I like to check out the latest vendor offerings.
DMG
MAY 8, 2017
DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 Contact Center Gamification Product and Market Report. For customers, gamification is intended to improve loyalty and engagement.
Contact Center Pipeline
MAY 16, 2017
Agent Retention agent retention call center contact center gamification incentives new-hire retention recognitionWe know that agent turnover—particularly among entry-level staff—is still the No. 1 challenge for contact centers.
DMG
APRIL 14, 2017
Question: We’re just getting started with gamification. Answer: Gamification enables administrators to incorporate gaming methods and techniques systemically in business applications and processes to enhance or improve agent performance, motivate and drive the behaviors to sustain performance, and provide recognition and/or awards for goal achievement. Here is a high-level of summary of best practices that DMG recommends for getting started with gamification.
Noble Systems
DECEMBER 29, 2017
This gets a whole lot easier by using Gamification, this is how it happens. Gamification 101 3RD PARTY AGENT PERFORMANCE ARM ATTRITION BPO CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES CUSTOMER SERVICE ENGAGEMENT GAMIFICATION SALES WORK FROM HOME
DMG
DECEMBER 11, 2017
Question: We don’t have a budget for gamification or other monetary incentives, but we’d like to improve agent engagement with the hope of reducing our agent attrition rates. Celebrate success – use contact center performance management, gamification and QA solutions to consistently recognize outstanding performance and keep agents motivated.
Noble Systems
JANUARY 12, 2018
Provide intrinsic and extrinsic rewards as part of the coaching and training process, it will help accelerate learning, breed a highly engaged culture of behavior improvement and generate significant results, which can be seen in the Allied Global BPO Case Study , where leveraging both intrinsic and extrinsic motivators through gamification was beneficial. For anyone who has kids, you know that a cough is not always just a cough.
DMG
AUGUST 17, 2017
Gamification. Another great match for Millennials—for whom gamification’s instant recognition and gratification are big pluses—and Baby Boomers are fans as well. Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close.
teleopti
OCTOBER 9, 2018
Powerful new version of Teleopti WFM for Contact Centers boasts agent performance improvement with motivational gamification features and easier administration with mobile access
Noble Systems
SEPTEMBER 27, 2017
Gamification 101 3RD PARTY AGENT PERFORMANCE ATTRITION CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES CUSTOMER SERVICE ENGAGEMENT GENERATIONAL SPECTRUM MILLENNIALS PRODUCTIVITY ROI SALES AND PERFORMANCE MARKETING TURNOVER
Noble Systems
MAY 18, 2017
Gamification 101 AGENT PERFORMANCE CALL CENTER OPERATIONS COLLECTIONS AND ACCOUNTS RECEIVABLES EMPLOYEES ENGAGEMENT GENERATIONAL SPECTRUM INSIDER MILLENNIALS PRODUCTIVITY REVENUE RECOVERY SALES AND PERFORMANCE MARKETING
Win the Customer
JUNE 23, 2015
In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences. The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks.
Call Center Weekly
FEBRUARY 21, 2018
What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves.
Callminer
JULY 16, 2018
Use gamification. Gamification is the use of games and technology to offer incentives to employees based on their performance metrics. The idea of gamification encourages agents to use your software solutions, follow scripts, and keep your contact center on track to meet ongoing goals.
teleopti
OCTOBER 9, 2018
Teleopti, en prisbelönt leverantör av lösningar för bemanningsplanering, har utökat sin senaste version av Teleopti WFM med ökad mobilitet och motiverande spelifiering (gamification). Medarbetare har större kontroll än någonsin, med större inflytande över balansen mellan arbete och privatliv – i realtid, var som helst och när som helst
Beyond Philosophy
APRIL 6, 2016
For example, many companies are now more actively using gamification as both a competitive weapon and as a customer data-gathering device. So, in benchmarking gamification efforts of a peer, an organization may take up similar approaches. Gamification, though it doesn’t always involve actual games, does reach out with methods to socially involve consumers. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.
Fonolo
OCTOBER 9, 2018
The conference will host more than 500 attendees, feature over 35 speakers, and offer multiple breakout sessions on a range of relevant subjects including customer care design, gamification, automation, and culture-building.
Call Center Weekly
NOVEMBER 8, 2017
From authoring and leading a client success program, to journey mapping, to gamification, to managing a complex contact center, Nate is the guy to do it right and produce results. How do you ensure buy-in from your team? Looking to get more skin in the game from you team?
inContact
MARCH 1, 2018
Agents have evolved into efficient “super agents” who can do it all, and gamification challenges help keep them motivated. As a regional AAA (American Automobile Association) club serving nine counties in Central Pennsylvania, AAA Central Penn faces significant day-to-day challenges.
CX Accelerator
MARCH 28, 2018
There is undeniable science behind the "gamification" movement that deserves our attention. Gamification (using game mechanics to drive agents toward high-value behaviors) is one additional technique that can be used to design meaningful play at work.
Call Center Weekly
NOVEMBER 1, 2017
Elaine is working on her Level 3 (Master Tradesman) Gamification certification from Sententia and expects to have it completed before the end of 2017. W hat is your top priority, when implementing a training team?
Beyond Philosophy
APRIL 6, 2016
For example, many companies are now more actively using gamification as both a competitive weapon and as a customer data-gathering device. So, in benchmarking gamification efforts of a peer, an organization may take up similar approaches. Gamification, though it doesn’t always involve actual games, does reach out with methods to socially involve consumers. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.
Fonolo
OCTOBER 3, 2018
For instance, gamification has become a popular way of engaging contact centers teams while also improving the bottom line. Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way.
inContact
APRIL 11, 2018
And Webhelp’s 1,000 agents, who have all moved to the CXone platform, are empowered and motivated with tools like gamification through inView™ Performance Management for CXone. Global business process outsourcing (BPO) presents some formidable challenges for Webhelp Nordic.
inContact
MARCH 29, 2018
And agents stay motivated With inView’s gamification capabilities, get continual feedback on their performance and modify their schedules quickly and easily.
VHT
OCTOBER 18, 2018
And training that includes gamification and microlearning motivates agents to improve their skills and advance their careers. Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable.
CSR Inc.
JULY 17, 2016
While I agree with the gist of the article about ways in which technology can positively impact the call center workplace (some are common talking points for me as well), I want to focus on two in particular that inevitably come up in discussions with call center managers: gamification and coaching/feedback. Gamification I had written about call center ‘employee incentive’ or ‘rewards-driven’ programs (gamification) last year.
DMG
JULY 26, 2018
Use gamification to recognize and reward agents for doing a good job. Call Center Quality Assurance Best Practices for Empowering Agents. 7/23/2018. By Donna Fluss. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement.
Customer Service Life
OCTOBER 20, 2017
I’ve seen a number of gamifications platforms complete with elaborate games and leaderboards to foster competition around contact center metrics. First, notice that most of the major customer interaction platforms do not currently promote gamification as a feature of their product.
DMG
JANUARY 8, 2018
Best of all, coaching and eLearning sessions can be “gamified” – for example, successfully passing quizzes associated with coaching assignments can be used as the basis for allocation of points, or earning badges and other rewards in gamification applications. Question: How can we improve our contact center coaching?
DMG
SEPTEMBER 26, 2018
DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. 9/26/2018. AI-enabled solutions fueling interest and accelerating sales. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report. When: Today, 26 September 2018. Where: Available at the DMG Consulting online store.
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