OneContactGamification

« Gamification is a tool to design behaviors, develop skills and enable innovation. Combined with other technologies and trends, gamification can cause major discontinuities in innovation, employee performance management, education, personal development and customer engagement. »
Brian Burke, Gartner

Gamification uses game mechanics and game design techniques to create a game like experience during the work period. The main purpose is to make work more appealing, motivating and fun while still trying to meet company goals.

How does it make sense in a contact center?
Contact centers have one of the highest staff rotation rates in the industry and also one of the lowest age averages. Hence, creating a mechanism that motivates and promotes employee loyalty makes perfect sense. Three key vectors:

1) Structuring and ad-hoc world:
Many contact centers already offer awards and prizes, but most often in a manual way. By creating fully structured leaderboards, quests, challenges and achievements, you will bring coherence and efficiency to this process.

2) Managing the agent lifecycle:
Agents often don’t understand their career potential. By providing them with a clear roadmap of evolution (trainee-junior-senior), where experience points can be used for entering internal promotion contests, it all contributes to a better and clearer agent lifecycle.

3) Integrating technologies in a perfectly optimized workforce ecosystem:
A true workforce optimization process means creating a symphony between Quality Monitoring, Workforce Management, E-Learning and other technologies available from Collab.

The gamification engine offers the perfect flow, continuously feeding on the KPIs and data provided by the different components in a contact center ecosystem.
Collab Gamification engine has three different types of games:

Quests: Quests set up goals that must be overcome to achieve a reward, this type can be completed by everyone that has accepted the quest, and there is no competition involved.
Challenges: Challenges are competitions where everyone must try to achieve the same goal faster or better than everyone else. Challenges will only reward top finishers.
Achievements: This type will highlight feats and milestones, these may require some sort of expertise or just by doing something for a certain amount of time.

Ultimately, gamification adds up a new element