The 2021 Contact Center: Leveraging Gamification for Performance Management

The 2021 Contact Center:
Leveraging Gamification for
Performance Management

Dennis Weikle, PPT Solutions

Introduction

More contact center representatives are working from home than ever before. In fact, the Work From Home (WFH) movement grew by leaps and bounds in 2020.

The transition to remote work environments has resulted in a drop in productivity levels for at least 25% of employees and in many organizations that number is much higher. They struggled the most in the area of collaborative work.1

The 2021 Contact Center:
Leveraging Gamification for Performance Management

Dennis Weikle, PPT Solutions

Introduction

More contact center representatives are working from home than ever before. In fact, the Work From Home (WFH) movement grew by leaps and bounds in 2020.

The transition to remote work environments has resulted in a drop in productivity levels for at least 25% of employees and in many organizations that number is much higher. They struggled the most in the area of collaborative work.1

As it looks, 2021 will be the year to optimize remote work output and productivity.

  • Thus, the processes call center supervisors use to manage workers must evolve.
  • These processes must sync with remote worker needs — which differ from those at brick and mortar spaces.
  • New technologies must be employed to facilitate these processes.

We’re slated to see explosive growth in the technology and methods used to support WFH staff. If you’re looking to boost the productivity rates of your remote workers, gamification should be one of the tools you leverage.

Gamification Is Evolving

Gamification has a long history. The Boy Scouts were the first to utilize it to help its young members develop important life skills. In the corporate world, gamification came into existence in the 1970s, when Charles Coonradt taught businesses how to improve employee engagement through The Game of Work methodology.

Today, gamification is a household word in corporate America; it will play a critical role in 2021 to keep remote workers engaged.

Naturally, we won't be able to give our WFH staff a pat on the back, hold a team pizza party, or decorate their cubicles when they reach specific goals. While many contact center goals will be the same — increasing sales, upsells, and customer retention — the way we reward employees will change.

The best games will be:

  • Digitalized
  • Team-based
  • Supportive of positive interactions

Gamification will create a sense of friendly competition and camaraderie among WFH staff — things employees miss about being in a physical office.

Gamification campaigns should always include rewards and recognition of accomplishments. The best ones are based on metric scoring and offer prizes like restaurant gift certificates (which can be presented to winners during virtual team meetings).

Cash bonuses are also appreciated. After all, your employees need to make a living — gamification just makes it a little more enjoyable.

Workplace Gamification Stats You Should Know

According to Stanford University, 42% of all employees now work from home.2

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gamification-infographic
Gamification Tips for Productivity and Learning

Many companies use gamification solutions to maximize their investments in new technologies like cloud communication as well as omnichannel and virtual desktop intelligence solutions.

Effective gamification requires creativity, good listening skills, and ongoing commitment. In other words, game-based learning must be taken seriously. Immersive-learning simulations can be fun but must also prioritize skill mastery. Otherwise, it will fail in its objectives.

Use a Local Focus

Gamification can be employed both globally and locally. Although enterprise-wide initiatives can motivate on a global scale, leveraging supervisor-led initiatives like the Catchphrase game can enhance skill development, morale, and performance on a more granular basis.

Like performance management, gamification needs to be tailored to the organization. There are no one-size-fits-all or set-it-and-forget-it solutions. It bears repeating: great gamification requires ongoing management.

  • Employee needs and preferences evolve. Thus, gamification should be dynamic and versatile.
  • For instance, a regional game with cruise trip prizes won’t go over so well in early 2021.
Gamify Your Call Center: Why and How

Many organizations were once reluctant to explore a remote work environment. However, COVID-19 forced business owners and shareholders to accept a "new normal." In return, they realized significant benefits like lower utility costs, reduced workers' compensation claims, and lower insurance premiums.

Both employers and employees agree that remote work is here to stay. Now, we just need to make it productive and fun.

  • Ultimately, gamification must be visually and mentally engaging. It may even require collaborative effort. However, it should provide minor distractions from the drudgery of daily routines.
  • Above all, it must always align with your organization’s business objectives and corporate culture.

To optimize contact center performance, gamification will be a must in 2021. The team at PPT Solutions can help you select the right gamification solutions, enhance profitability and ensure that your implementation plan maximizes your outcomes.

Contact us today to learn more about how you can optimize your contact center operations!

Sources:
1. https://www.bcg.com/publications/2020/valuable-productivity-gains-covid-19
2. https://news.stanford.edu/2020/06/29/snapshot-new-working-home-economy/#:~:text=We%20see%20an%20incredible%2042,working%20from%20home%20full%2Dtime
3. https://financesonline.com/gamification-statistics/#:~:text=Employees%20are%20open%20and%20positive,gamification%20software%20solutions%20at%20work.

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