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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.

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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 - Do You Divert Calls Between Offices?

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

Published: Friday, December 2, 2016

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2020 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

3.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

4.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)
PH: +302109241486

5.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

6.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

7.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

8.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

9.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

10.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700

11.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844

12.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
 
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