OneContactGamification

Gamification uses game mechanics and game design techniques to create a game like experience During the work period. The main purpose is to make more appealing work, 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 one of the lowest Also acts averages. Hence, the mechanism creating and motivates That 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 Do in a way manual. By creating fully structured leaderboards, quests, challenges and achievements, you will bring coherence and efficiency to this process.

2) Managing the lifecycle agent:
Agents Often do not understand Their potential career. By providing Them with a clear evolution of the roadmap (trainee-junior-senior), where experience points can be used for entering internal promotion contests, Contributes to it all the 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 the contact center ecosystem.
Collab Gamification engine has three different types of games:

Quest: Quest goals set up That Must Be Overcome to Achieve the reward, this type can be completed by everyone has accepted the That question, and there is Involved in competition.
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 or just by doing something expertise for a Certain amount of time.

Ultimately, gamification adds up a new element to work places and can be used to motivate workers to complete tasks by making Them more fun and appealing.

● Challenges will create competition Increasing workers performance.
● Teamwork will often Do Become the main tool to reach goals leading to workers help each other more.
● It can Also be used as a Learning Tool to set the path of small goals for trainees to follow, learning about Their tasks.

Collab Gamification Engine is a cloud based service que can be deployed in any contact center environment, either already using our technology or any other 3rd party call center system (integrations may be required).

So, are you part of the game or the spectator will you be all your life?