Motivating agents is one of the main challenges Contact Center companies are facing, more so when working remotely. Agents working from home often lose some interest, because they do are not going in the same environment they are used to.
Some practices, like a scoreboard, awards, gifts, training activities, entertainment, etc., are lost because of remote working. This reduces the chances of developing a positive work atmosphere, retaining agents, and motivating the team to aim for success.
That said, Gamification is one of the most tools a Contact Center can implement. Apart from switching things up, it makes work more efficient and productive. Today, it stands as an interesting strategy to grow agents’ involvement while improving their performance and results.
But, what is Gamification?
It is a game dynamics application to motivate and focus on business objectives. In other words, it means adding a playful side to any activity with the end goal to make it more enjoyable and productive.
For this purpose, each game adds characteristic features, such as teams, games, rules, skills, and awards. This boosts employees’ motivation and enables result growth.
Why a Gamification tool in a Contact Center?
- Increase productivity.
- Reduce absenteeism
- Increase the drive to succeed, favoring the contact Centers’ goals
- Increase the engagement of the agents.
- Create a bond between the player and content.
- Invite the player to participate.
- Fosters teamwork and cooperation
- Learning new concepts, behaviors, and procedures.
For all these reasons, we have decided to put on the market a new solution that integrates with Presence Suite, our Contact Center software. This will entice agents to renew their motivation.
This tool is part of the Smart Staff Optimization solution package, a solution package designed to navigate adequately the challenges Contact Centers put on with when working remotely.
To summarize, gamification is a different approach that helps achieve great results in a Contact Center when it is implemented and planned carefully and is it used in an entertaining and fun fashion. This solution, in addition to motivating your team and growing its productivity, also facilitates the achievement of your business target.
If you want more information about this gamification tool we invite you to download the Infographic.