A new survey has revealed that only 12% of companies actively solicit ideas from frontline employees.
Whilst it is generally acknowledged that organisations using gamification experience higher levels of performance, NICE Systems has found that the majority of companies do not use collaboration or gamification to improve employee engagement.
The results of the benchmark study, drawn from more than 130 different companies, also revealed that less than one third set daily or weekly performance goals.
Technologies such as gamification can be applied to focus the frontline every day. Yet NICE found that two in three companies ran contests less than once per month.
In addition, it was revealed that:
- Gaming mechanics are used infrequently, with only 31% of companies exploring some form of digital reward
- The most common rewards used in contests and competitions are trophies (78%) and financial incentives (57%)
“Employee engagement is a prerequisite to delivering an exceptional customer experience,” said Yochai Rozenblat, President of the NICE Enterprise Group.
“Other research has shown that service workers are the only type of employees that are less engaged today than they were three years ago,” continued Yochai Rozenblat. “In order to remedy this, organisations should introduce bottom-up strategies like collaboration and gamification, both of which are included in our recently launched NICE Performance Management v6.2 solution. We believe our solution can help companies gain a competitive edge in the market.”
References:
To learn more about NICE Performance Management, see NICE System’s website.
How do you reward your contact centre employees?
Author: Megan Jones
Published On: 4th Sep 2013 - Last modified: 2nd Nov 2017
Read more about - Archived Content, NiCE
I work in a Call centre in NZ, that initiate their workers to forward ideas by a point system. each idea is worth 5 pts, shortlisted 25 pts nxt stage more pts and if your idea is implements a total of 230 pts. Once you have reached 500 pts you get $200 in your pay packet, once you have reached your first 1000 pts you get an additional $200 on top of the $200 you get for getting to another 500 pts. Idea of the year gets 1500 pts and $600 dollars. I’m front line staff and have made $800 just inputting ideas either IT, non IT or procedures and policies..