Brett Brosseau shares insight into Call Center Gamification

Call Center Coach

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?

Gamification and Quality Monitoring: A Winning Combination

Envision

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

Trending Sources

Tips and Techniques from the Gamification PlayBook

DMG

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.

Gamification and Crowdsourcing Meet Customer Service

Win the Customer

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.

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

Beyond Philosophy

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?

Agent Retention: Closing the Revolving Door

Contact Center Pipeline

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.

We’re just getting started with gamification. Can you provide some best practices to help us get our program off to a good start?

DMG

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.

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. Can you share some ideas to help us get started?

DMG

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.

These 8 Technologies Are Transforming the Contact Center

DMG

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.

"Follow the Leader", Featuring Patrick Russell

Call Center Weekly

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.

Mobile Technology and Gaming Create Better Customer Experiences

Win the Customer

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.

"Follow the Leader" Featuring Nate Brown

Call Center Weekly

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?

"Follow the Leader" Featuring Elaine Carr

Call Center Weekly

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?

AAA is Driving Member Satisfaction with Omnichannel Support

inContact

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.

Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do

Call Center Weekly

She also has advanced work in Gamification (Univ of PA), Design Thinking and Innovation (UVA), as well as Human Centered Design (UCA-San Diego).

CXone Cloud Solutions Help Drive Webhelp Nordic’s Global Growth

inContact

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.

The Top Three Motivators for Any Generation

CX Accelerator

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.

Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents

inContact

And agents stay motivated With inView’s gamification capabilities, get continual feedback on their performance and modify their schedules quickly and easily.

Building a Training Strategy

Call Center Weekly

She is a Certified Professional in Learning and Performance (CPLP) and holds a Master (Level 3) Gamification Certification from Sententia.

How to Strategically Compete Against Your Peers… And Yourself

Beyond Philosophy

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.

How can we improve our contact center coaching?

DMG

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?

5 Tips to Lower Contact Center Attrition

inContact

Performance Management tools with gamification would be the ideal solution. Agent attrition is not a new concept in the contact center.

Our contact center only has 25 agents, what workforce optimization applications should we use?

DMG

Other applications that are part of feature-rich WFO suites include: speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics, gamification, coaching and eLearning. Question: Our contact center only has 25 agents, what workforce optimization applications should we use?

Incentive Programs for Service Agents: A Pre-Implementation Checklist

Customer Service Life

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.

How to Strategically Compete Against Your Peers… And Yourself

Beyond Philosophy

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.

5 Tips to Lower Contact Center Attrition

inContact

Performance Management tools with gamification would be the ideal solution. Agent attrition is not a new concept in the contact center.

Customer Service at Sea

Customer Centric Support

Finding ways to bring people together and form friendships is way more powerful than any ping pong table, gift card, or “gamification” software. Customer experience lessons enhanced by the open ocean.

3 Consulting Strategies to Improve Call Center Performance

Outsource Consultants

Design of gamification rewards to incentive operations team. In a recent article , Daniela gives the following tips for call centers to improve themselves and avoid complacency: Game plan changes based on self-assessment and the state of the company.

5 Ways to Engage Your Front-Line Staff

Taylor Reach Group

Gamification is a great way to help front-line associates own their performance and involves people at every level of the organization. Gamification methodology is rooted in the principles of behavioral science: motivation, reinforcement, reward and behavior modification. In the contact center, gamification is about agent engagement and the use of game mechanics, recognition and intrinsic and extrinsic rewards to drive and sustain desired behaviors. By: Peg Ayers, MBA, CCXP.

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report

DMG

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. 5/23/2018. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share. Report. When: Today, 23 May 2018. Where: Available at the DMG Consulting online store.

7 Tips for Training Call Center Agents Effectively

VocalCom

Offer peer training and gamification. Gamification can also be a fun way to encourage healthy competition during training practices. Call center agents are at the core of every brand’s customer experience. As they are given the important tasks of communicating with customers and finding solutions while using numerous technologies, it’s essential that they receive the proper training to deliver the best service possible.

Build Contact Center Knowledge for Improved Customer Experience

8x8

Gamification (use of gaming ideas associated with rewards of varying ideas to create a friendly competitive performance environment) and influence on agents. This is the first in a three-part series on developing an effective customer experience strategy.

Why Survival Mode Kills The Customer Experience

CX Accelerator

From authoring and leading a client success program, to journey mapping, to implementing gamification strategies, to managing a complex contact center, Nate is always learning new things and sharing with the CX community.

Coaching on the Positive: 3 Steps to Enhance Contact Center Performance

inContact

Additionally, you can employ gamification and recognition to track agent performance and reward them with coins and achievements that positively reinforce desired behaviors. Do your agents scatter like ants when they see you coming?

DMG Consulting Releases 2018 Knowledge Management Product and Market Report

DMG

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. 5/2/2018. A market revitalized; driven by digital transformation and growing interest in artificial intelligence. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Knowledge Management Product and Market Report. When: Today, 12 March 2018. Where: Available at the DMG Consulting online store.

5 Tips for Driving Sales Agent Success

VocalCom

Gamification is a great tool for motivating agents and boosting their productivity. Sales agents may be motivated to do their job well, but they need the right tools to help them perform at their best. Peer support, technology, and regular training are all essential to helping agents achieve their goals and driving brand success. Here are five ways companies can empower sales agents to reach their optimal performance. Help them develop their interpersonal skills.

Sales 40

5 Tips for Driving Sales Agent Success

VocalCom

Gamification is a great tool for motivating agents and boosting their productivity. Sales agents may be motivated to do their job well, but they need the right tools to help them perform at their best. Peer support, technology, and regular training are all essential to helping agents achieve their goals and driving brand success. Here are five ways companies can empower sales agents to reach their optimal performance. Help them develop their interpersonal skills.

Sales 40