How to Unlock Agent Motivation With Gamification Related Articles Gamification: 7 Simple Tips to Boost Agent Engagement Gamification: A Definition and Overview What Is Gamification and How Is It Best Used in the Contact Centre? Contact Centre Gamification - All You Need to Know © Alphavector - Shutterstock - 1920184736 195 Filed under - Industry Insights, Employee Engagement, EvaluAgent, Gamification, Motivation The contact centre has never been an easy place to work, but with more channels than ever and high customer expectations, the agent’s role is increasingly under more pressure. So how do you combat these demands, prioritize agent wellbeing and prevent agents from becoming disengaged? It might sound like a lofty task, but there is a way. Introducing: gamification. What Is Gamification? Gamification is a strategic approach that introduces the fundamental elements of games – such as competition and achievements – into the workplace. By incorporating points, badges, and leaderboards into daily tasks in the contact centre, gamification transforms mundane work into engaging challenges. Ultimately, the concept is about making work more fun. In an environment like the contact centre, which can have periods of high stress, it has the potential to make a huge impact. How Can Gamification Help With Agent Engagement and Attrition? Contact centres are renowned for higher-than-average attrition rates (around 42%!), so boosting agent engagement is critical in reducing turnover. Gamification offers a light-hearted way to boost productivity, with the potential to increase company productivity by up to 50% and employee engagement by 60%. In fact, according to Salesforce, 72% of people believe that gamification inspires them to work harder. In addition to enhancing productivity, gamification serves as a powerful learning tool, increasing employees’ ability to learn by up to 40%. This blog post has been re-published by kind permission of EvaluAgent – View the Original Article For more information about EvaluAgent - visit the EvaluAgent Website About EvaluAgent EvaluAgent provide software and services that help contact centres engage and motivate their staff to deliver great customer experiences. Read other posts by EvaluAgent Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: EvaluAgent Published On: 5th Feb 2024 Read more about - Industry Insights, Employee Engagement, EvaluAgent, Gamification, Motivation Recommended Articles Gamification: 7 Simple Tips to Boost Agent Engagement Gamification: A Definition and Overview What Is Gamification and How Is It Best Used in the Contact Centre? Contact Centre Gamification - All You Need to Know Related Reports White Paper: Voice in a Multichannel World White Paper: Artificial Intelligence - Its Place in the Contact Center White Paper: Consumer Duty Compliance Through Effective QA The Essential Team Leader Playbook Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter