Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

Article : How Gamification Can Help Motivate Agents

#contactcenterworld, @novelvox

It is widely acknowledged that, despite the best efforts of empathetic managers, a large proportion of the tasks assigned to agents are repetitive, inflexible and monotonous. Unfortunately, this is the nature of the work, but it’s also an unintended result of the drive to increase efficiency. Since staff wages represent up to 70% of the total operating costs, it’s important for contact centres to focus on ways to motivate their staff, encourage them to increase productivity and deliver results for the business.

These stern processes, prescribed agent scripts and practical performance measurement systems are to be thanked for the increase in contact centre productivity, and also help to keep costs under control. Yet in many cases, agents are unhappy about these things, as they feel undervalued as individuals and consequently lose motivation. In order to promote a positive brand image, it is essential that you offer good customer service, and a dissatisfied team of agents can damage this. 

Although the name may suggest that this is a game, like you might play on a smartphone or tablet, rest assured, this is not the case. The idea of Gamification is that the system applies elements of gaming to non-game content, with the aim of making it more attractive to users. At its heart, it combines enjoyable gaming principles such as competition, fun, teamwork and reward and applies these to non-gaming activities; such as contact centre work.

Gamification has proven successful when used in contact centres to engage and motivate staff. If used effectively, it can increase agents’ job satisfaction, improve performance, and generate a more positive atmosphere in the workplace. The system includes incentive schemes and competitions as well as the publishing of performance metrics. Needless to say, this fits perfectly with the current digital climate.

One of the many features Gamification has to offer is instant feedback. The system will recognise and record an agent’s achievement as soon as they successfully complete a task assigned to them. This transparency makes it easy and fun to use for running competitions, as individuals or teams can constantly compare their performance to that of others, and goals can be updated at anytime to encourage optimum productivity. Award ‘badges’ display recognition for good work and for achieving set targets.

Of course, such competition can lead participating parties to become extremely competitive, so to ensure the competition remains friendly and healthy, Gamification encourages collaboration.

The system can also be used to train new staff through e-learning: a platform which rewards agents for successfully completing various training activities. This feature can help to reduce training costs and allows for greater flexibility, since agents can undertake the training at times that fit most conveniently into their schedule, giving them more control over their learning.

Happy agents= happy customers. It’s as true as it is cheesy, and Gamification has a huge role to play in balancing the equation.

#contactcenterworld, @novelvox

About NovelVox:
Company LogoEstablished in 2008, NovelVox offers flexible Contact Center Unified Agent Desktops, Supervisor Desktops, Contact Center Wallboards, CTI Connectors, Agent Scripting Tools and other contact center applications for customers of all sizes, ranging from Enterprise Organizations to more dynamic customer-centric companies. These products support Cisco Finesse, Avaya and Genesys. NovelVox is a provider in the Contact Centre Desktop Agent space. It is accredited by Cisco as a Preferred Solution Provider. It has offices in India, UK, USA, KSA & UAE and it has clients in 80 plus countries. It provides industry-specific solutions in Healthcare, Government, Banking and Finance, Credit Unions, Retail & Telecom Contact Centers. NovelVox provides the Ready Integrations of your contact center application with all major CRM, ticketing software, bespoke applications, internal database or your legacy systems like Epic, Salesforce, Service Now, Microsoft Dynamics, Jack Henry, Symitar, Cerner, Zendesk, Tibco, Oracle, Citrix, Siebel, FIS, SAP, Fiserv etc. It offers exclusive agent desktop for Credit Unions. NovelVox’s Cisco Finesse Gadget Designer Studio is the only GUI based Cisco Gadget Designer tool that allows to create or edit agent desktop with a drag & drop designer Tool.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Incentives

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

Published: Tuesday, February 6, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Payment Services


CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)
PH: 01442 458300

ABOUT US IN 60 seconds!

Industry Champion Award Leaderboard

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =