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Article : Five Myths About Gamification

#contactcenterworld, @puzzelsolutions

‘Gamification’ is one of those buzzwords that gets thrown around by people who know what it means and those who do not. In the contact centre industry, where employee engagement is known to be problematic, it’s something many managers know they should be doing, without really knowing why, how, where or when, or indeed what it actually is. It’s time to set the record straight on what gamification is, and what it is not.


Myth One: Gamification is just an empty buzzword

Depending on who is using the term, and how it is used, this may very well be true. There are a lot of people talking about gamification without much understanding of the concept. But don’t let that dissuade you; gamification is so much more than a buzzword. Defined as the application of game dynamics and mechanics to real-world tasks and processes, it is less of a single, monolithic thing and more of a way of thinking.

As an example, consider the contact centre company CaLLogix. It implemented gamification strategies as part of a wider wellness program, through which they reduced attrition by 50% and absenteeism by 80%. The lesson to take from this is that gamification is successful when used properly, when it’s not thought of as a single thing, but as part of a whole approach to implementing strategies across a business.

In contact centres people work with others in, and outside, your company. Those same people have needs and wants that must be met, for them to remain happy and engaged. Games are designed to meet those needs and wants. We should learn from them.

Myth Two: Gamification has no place in serious business

This myth is understandable; games are usually marketed as entertainment products and enjoyed outside of a work environment. However, you should be careful not to judge this book by its cover.

A core problem in contact centres is employee engagement and motivation. In 2014, Gallup stated that 51% of workers across all industries were "not engaged", and as many as 17.5% were "actively disengaged". We all know that the state of employee engagement in the contact centre industry is even worse than this wider average. According to a Skills CFA report our industry suffers from an average annual attrition rate of 24%, which in some cases can be as high as 43%.

This is costing the industry money. Without engaged employees performance can suffer. Engagement is the entire purpose of games and gamification, so sometimes a bit of fun is exactly what you need to get your serious business really moving.


Myth Three: Game based learning and gamification are just fads

It is often the case with buzzwords that they fade away as quickly as they arrive. However, if this were the case with gamification, then it would be one of the longest living fads in today’s society.

The use of games and game mechanics to make the ordinary and dull less so, is quite old. Scouts have badges, the military has medals and ranks. You did a good job in sales? Here, have a bonus. Employee of the month? These are all examples of a badge mechanics, which is a gamification concept. And that leaderboard? Everyone knows the concept, it’s been commonplace in contact centres, especially outbound-focused contact centres, for as long as they have existed.


Myth Four: Only young people play games

The idea that games are solely the domain of young people is a common one. And it follows from this idea that gamification, therefore, will only be motivating to young people.

This is, of course, not true.

Let’s start by putting to rest the young-gamers myth: According to the Entertainment Software Association, the average game player age is 35 years, therefore hardly a teenager in their bedroom. In fact, chances are a majority of your contact centre agents play games in their free time. The question is, how is this relevant to the industry?

Fundamentally, games are systems that engage people in learning experiences. Challenge is a necessity for engagement in a game, and challenge requires learning. This is what makes games useful in our industry. The main competitive advantage of localised contact centres is quality and competence, represented by our agents’ skill and knowledge, which makes training a key issue.

The problem is that training and on-boarding is traditionally one of the most expensive practices in contact centres, often requiring the agent to be taken ‘off the line’, a doubling up of staff or providing a lesser service to customers, even at times going so far as to suspend service during training. In a business where staff is the greatest cost to begin with, and customer service is king, none of these are suitable options and this is where gamification shines. Gamified training solutions can be decentralised and automated with relatively little effort, and allow contact centres to combine employee engagement with essential training.


Myth Five: There’s no evidence that gamification works

The CaLLogix story illustrates how well gamification works in terms of reducing attrition and absenteeism in contact centres. Another indication of its effectiveness is in Norway, where an extension to the national airport of Gardermoen is being built, outside Oslo. Games are being used to familiarise staff with the new facilities and anecdotal evidence points to employees engaging in work related training while at home, in order to score more points. Is there any clearer evidence that gamification definitely works?

#contactcenterworld, @puzzelsolutions


About Bjørn-Rune Hannsen:
Bjorn-Rune’s role is to develop and manage Intelecom’s gamification product content and strategy. With nearly 10 years’ experience in digital technology, including game design, his focus is on bridging the gap between making training a primary differentiator for contact centres and the perceived expense of agent education programmes.

About Puzzel:
Company LogoPuzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
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Today's Tip of the Day - Understand the Processes And The Culture

Read today's tip or listen to it on podcast.

Published: Friday, December 2, 2016

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2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
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.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
PH: 8448442989

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
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📠 Call Center Solutions
PH: +34 952 667 511

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
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.
PH: 213-943-2023
 

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