Gamifying your contact center’s working environment helps empower your agents as they become more focused and motivated in achieving their goals.
In the contact center industry, your agents play a vital role in your customer service engagement. Contact centers usually have a very busy environment. A typical day would often include queues of calls or tickets from people who are in need of customer service and support that have to be attended to. This is why keeping your agents motivated will greatly influence not only their productivity as well as their performance. Implementing gamification in the workplace is one good way to promote a lively and fun work environment.
Remember that your employees are one of your most valuable assets. Too much workload will result in tired and overworked employees that will greatly affect how they do their jobs.
Why implement gamification in the contact center workplace?
Gamification refers to the application of gaming elements and principles to non-game activities or contexts. Gamifying the workplace helps establish a kind of culture that drives employees to want to continuously improve as they are being rewarded for a job well done.
Implementing gamification to the work environment helps foster more engagement at the same time create a healthy competition amongst your employees. It makes their work feel less of a work as it also stimulates their creativity. Gamification enables employees to work collaboratively with their colleagues, achieve small success by winning, and have their efforts be recognized.
4 contact center gamification tips for a motivated team
There are a lot of ways you can implement gamification in your contact center environment. Today, this method also helps contact center training to be lively and exciting. It can also be used in customer interactions not just in your agents alone.
To help you elevate your work environment, here are some gamification tips to keep your contact center agents motivated and productive:
Be clear with your goals before starting
Before implementing this practice, make sure that your employees have a clear understanding of what they will be aiming to achieve. Get to know what drives your agents to strive more and do their best.
Utilize gamification to measure agent performance
This is also a perfect way to assess your agents’ individual performance. You can do this by setting some metrics to measure their day-to-day productivity. As your agents work their way to meet specific goals, that is also a good time to assess their progress levels and motivation.
Promote a healthy competition
Gamification helps promote a healthy competition by allowing your employees to work collaboratively with their teams. One good example for this is by giving rewards to teams that have closed the most tickets in a day.
Use rewards that will be valuable to agents
Bonuses are great rewards for employees; however, it is not always about monetary prizes. You may also consider giving incentives like food, gift cards, parties, off-site retreats, and more to boost your agents morale and commitment to their jobs.
Gamifying your contact center’s working environment helps empower your agents as they become more focused and motivated in achieving their goals. It brings more energy and positivity to the workplace.
