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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


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Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

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PCA Advisors Ltd

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I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

3.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

4.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

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The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
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