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How can you improve call center performance with gamification?

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Gamification is the use of game elements and design principles to motivate and engage people in non-game contexts. It can be a powerful tool to improve call center performance, as it can enhance employee satisfaction, productivity, quality, and loyalty. In this article, we will explore how you can implement gamification in your call center, what benefits you can expect, and what pitfalls to avoid.

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1 What is gamification and why does it work?

Gamification is the application of game mechanics, such as points, badges, levels, rewards, feedback, and challenges, to non-game activities, such as work, learning, or health. Gamification works because it taps into our innate human needs and desires, such as autonomy, mastery, purpose, social interaction, and fun. By gamifying your call center, you can create a more engaging and enjoyable work environment, where employees feel valued, recognized, and challenged.

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Dan Smitley

WFM Expert | ICMI Top 25 | Speaker | Consultant
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Gamification also includes game theory. We run the risk of over-simplifying gamification when we boil it down to just badges and leader boards.

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2 How to gamify your call center?

Gamification is not a one-size-fits-all approach, as different call centers may have different goals, cultures, and customers. To gamify your call center, you must first define your objectives and metrics to measure success. Then, you need to identify target behaviors and outcomes that agents should perform and achieve, as well as determine the rewards and incentives. Additionally, choose your game elements and design principles to create a fun and engaging experience for your agents. Finally, implement and test the gamification system by integrating it with existing call center software and processes, communicating with agents, and monitoring the impact.

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3 What are the benefits of gamification for call center performance?

Gamification can have a range of advantages for call center performance, such as enhancing employee satisfaction and retention. It can make work more enjoyable and meaningful, while reducing stress, boredom, and burnout. Furthermore, gamification can improve employee productivity and quality by providing clear goals, feedback, and rewards. It can also foster a sense of achievement, progress, and mastery which can boost employee confidence and competence. Additionally, gamification can lead to enhanced customer satisfaction and loyalty as agents are more motivated, engaged, and skilled. It can also create a more positive customer experience as agents are friendlier, helpful, and proactive.

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4 What are the challenges and risks of gamification for call center performance?

Gamification is not a guaranteed solution and can present some challenges and risks to call center performance. Over-reliance on extrinsic rewards, such as points, badges, or prizes, can undermine intrinsic motivation and lead to gaming the system. Additionally, gamification can overshadow other factors that affect call center performance, such as employee well-being or training, creating unrealistic expectations or pressure. Finally, gamification can conflict with customer needs or expectations, such as privacy or personalization, creating a mismatch between the game and reality.

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Dan Smitley

WFM Expert | ICMI Top 25 | Speaker | Consultant
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It should also be noted that you can "over gamify" your environment. Some of your agents may just want to come to work, take calls, and leave. They may not be interested in participating in games. Be careful you don't force gamification on people or allow it to become a distraction that takes away from the work/customer.

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5 How to optimize your gamification strategy for call center performance?

Optimizing your gamification strategy for call center performance requires aligning it with your goals, values, and culture. It should also reflect and respect the diversity of your agents and customers, as well as be flexible to changes in the environment. Customizing it for your call center agents and customers is essential, as is adapting it to the context and dynamics of the call center. This will ensure that your gamification system supports and reinforces your vision, mission, and strategy, as well as your employee and customer needs and expectations.

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Dan Smitley

WFM Expert | ICMI Top 25 | Speaker | Consultant
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Include your agents in the process. Find out what type of elements they enjoy. Whether that's the competition, recognition, or rewards. You might see in the data what is working, but including agent feedback will give you a more holistic approach.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you improve call center performance with gamification?

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1 What is gamification and why does it work?

2 How to gamify your call center?

3 What are the benefits of gamification for call center performance?

4 What are the challenges and risks of gamification for call center performance?

5 How to optimize your gamification strategy for call center performance?

6 Here’s what else to consider

Workforce Management

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How can you improve call center performance with gamification?

1

2

3

4

5

6

1 What is gamification and why does it work?

2 How to gamify your call center?

3 What are the benefits of gamification for call center performance?

4 What are the challenges and risks of gamification for call center performance?

5 How to optimize your gamification strategy for call center performance?

6 Here’s what else to consider

Workforce Management

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