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Workforce Management: Gamification - Business Systems UK Ltd - ContactCenterWorld.com Blog

Workforce Management: Gamification

Humanise the workplace series - Part 4

Ask any contact centre manager and they will agree that keeping their agents continually motivated, (in particular those with a longer tenure) throughout the year can be a challenge. These days, agents are dealing with surges in call volumes, changing technologies, increasingly complex customer cases across multiple channel touchpoints and last but not least, the aspiration to be appreciated and acknowledged in the work environment for all of their hard work.

As a result, agents can lose morale if they feel there is no overall incentive to stay. Ensuring your staff are engaged is vital to the success of any contact centre. Happier staff means happier customers. So where do you start? And how can Gamification help?

Gamification

Gamification is gaining traction in business environments as organisations are beginning to realise the value it can bring. Even companies such as Yahoo, LinkedIn and Amazon have incorporated gamification as part of their business strategy.

In an environment such as the contact centre, gamification is in its element, with its ability to incorporate the fun and competitive nature into the workplace whilst also pushing agents to perform to the best of their ability, in line with your own business goals such as customer service and quality.

How exactly does Gamification work?

With Teleopti’s gamification module (the first vendor worldwide to introduce a game like environment in a workforce management solution), contact centre agents are positioned as players of a game. The system with which the game is based on, rewards performance (by awarding gold, silver and bronze medals) - based on pre-determined parameters and metrics. As well as this, the contact centre manager/supervisor is able to upload their own key metrics in alignment with business goals and set games for different periods e.g. ongoing, monthly, weekly or daily!

Tip: Games are permission-based so it is possible to enter agents from different teams, sites or skills if required e.g. a game can be set up just for new starters or for those who need to improve quality scores.

These medals can be traded in for prizes e.g. being first in line for the next shift or holiday bid or perhaps an iPad. As a result, agents are encouraged to reach specific targets and improve their performance, ultimately reducing absenteeism and agent turnover.

With the gamification module, reports and statistics are compiled on a daily basis, allowing agents to keep on track of their ‘game progress’ monitoring if they have earnt a medal or won a prize on their agent portal.

Tip: With gamification, metrics such as number of handled calls, adherence and pre-set targets can all be measured and used. However, for certain metrics, targets and exceptions must be put in place to ensure agents won’t just rush through calls resulting in lower customer satisfaction for example.

Benefits of Teleopti Workforce Management Gamification

  • Positive reinforcement (agents perform to the best of their ability – in a manner that’s interesting and that holds their attention)
  • Upload you own KPI’s in line with your business needs
  • Agents can follow gamification leaderboards which creates healthy competition
  • Encourage loyalty
  • Reduce absenteeism and agent turnover
  • Improve culture
  • Gain performance insights
  • Increase your return on investment
  • Re-invigorate staff with longer tenure

Interested in finding out more? Check out our Workforce Management solutions >

About Teleopti & Business Systems
As top global providers of Workforce Management solutions, Business Systems (UK) Ltd and Teleopti work together to provide across the board services in Workforce Management for operational consultancy, technical implementations and training, culminating in improved customer satisfaction, employee engagement and maximised ROI.

Source: https://www.businesssystemsuk.co.uk/blog/2019/05/15/workforce-management-gamification/

Publish Date: May 15, 2019


2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 



View more from Business Systems UK Ltd

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