What Is Contact Centre Gamification?

Gamification written on table

112

What Is Contact Centre Gamification?

Contact centre gamification is defined as the use of game mechanics – such as earning rewards or advancing through levels – applied to a contact centre environment.

In this context, the application is intended to elevate the employee experience for contact centre agents. Contact centre gamification can be used to improve all aspects and touchpoints within a call centre, from onboarding to ongoing learning and long-term employee retention.

Gamification can take the form of an exciting racing game or dynamic leaderboards that pit teams or individuals against each other in a fun and engaging way.

It can also be about earning badges, collecting coins, or embarking on a personalized gamified journey based on a contact centre agent’s unique KPIs.

In short, contact centre gamification takes what could be a dry environment and injects motivation, a sense of purpose, and friendly competition – making the contact centre an engaging (and productive!) place to work.

Thanks to Centrical

Published On: 25th May 2023
Read more about - Definitions, ,


Recommended Articles

A hand holding and touching the screen of smartphone with game joystick on screen with award and achievement icons on yellow background. Gamification concept
Contact Centre Gamification - All You Need to Know
A picture of the word gamification and game icons
Using Gamification in the Workplace to Boost Motivation
Gamification concept with a road and game icons
Gamification: A Definition and Overview
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.