What would it mean for your job enjoyment if part of your responsibility was to play games at work? If these games were readily available and helped you improve performance, would you jump at the chance? This question may not normally be asked of the contact center agent, but gamification options have been introduced to contact center software to improve performance. Will it work?
Contact center software Uptivity Discover Suite v5.3 offers a gamification platform that allows managers to set measurable goals and acknowledge achievements with points. A customized dashboard allows agents access to an achievements list, accomplishments and ranking.
Contact center managers can also set up ad hoc reporting, in-progress quality assurances from savings and cradle-to-grave recording. Employees no longer need to think of training, coaching or even motivational tools as tasks to be completed. They can look forward to the engagement opportunities with the gamification platform and placement on the Leaderboard.
"Gamification is a powerful way to rally agents behind organizational goals," said Matt Madzia, vice president of research and development at Uptivity. "Especially for Millennials who grew up with online games and social media, our new platform channels the fun, rewards and competition of gaming into greater accountability and performance."
This concept is an interesting one for an industry focused on performance. Coaching and training sessions can be dull and boring when they’re focused solely on the proper way to interact with a customer. Focusing solely on the script, the proper way to answer the phone and how to best respond to a request can blend into the overall atmosphere and rob the agent of the opportunity to stand out from the crowd.
By turning the process into a gaming experience, agents can blend in their approach to the experience and even increase the opportunity to retain the information. If the process is enjoyable, the agent is more likely to spend the needed time on training and coaching sessions and supervisors can focus on other necessary tasks.
The gamification experience could also provide opportunities to present agents with potential interaction challenges, such as the frustrated customer or difficult issues that take extra effort to address. Creating situations where the agent has to juggle a number of different tasks and still satisfy the customer is a great way to create the right simulation before they must encounter the real thing.
While all agents may not respond to the gamification of the training experience, they may welcome the change to traditional methods generally found in contact center software. If the right flexibility is provided to make it a fun interaction and performance is improved, everyone wins.
Edited by Alisen Downey