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How can Gamification Boost Contact Centre Performance?
Gamification has emerged as the enabler, gaining immense popularity in the contact centre space.
FREMONT, CA: The front lines for customer retention are in the contact centre, where firms need a team of motivated and engaging agents who positively represent the brand and message. As contact centres always seek ways to improve their operations, they have found gamification as a way to boost both customer and employee engagement. And with contact centre gamification, brands have the power to transform their contact centre into a customer-centric operation room. See how gamification boosts the performance of Europe’s contact centers.
Contact centres are now recognizing the benefits of gamification to create a more productive and efficient workforce. Call centre agents tend to be the middlemen in companies. They are huge influencers in the overall customer experience, but they carry most of the grief and burden of the customer journey. Contact centre managers can increase their agents’ performance by introducing gamification into the contact centre ecosystem. When agents have visibility into their performance, it motivates them to work harder. With visibility into each agent’s performance, managers can reward agents according to their performances. Reward and recognition will fuel employees to continue to correct performance and get better.
One of the number one areas of frustration for European contact centre managers is lack of visibility into their team’s service performance. Within contact centres, it can be difficult for managers to understand how well agents are performing in comparison with each other. By introducing gamification, managers can gain a document on agent performance. This can be used to reward high performers as well as recognize low performers who may need more training. This allows managers to harness data and prepare accurate performance reviews. Gamification also removes the perception of favouritism for one agent over another since everyone’s performance is recorded and displayed.
Adding gaming elements to a call centre increases the importance of customer feedback and the timeliness of employees’ responses. It adds another level of urgency on improving performance. Happier customers lead to enhanced loyalty and a more profitable contact centre.
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