Gamification is a relatively new solution that involves the use of a variety of game mechanics such as points, badges, levels and social interaction
The overarching idea is that when combined with agents and games, they turn mundane work processes into competitive activities, convert achievements into rewards, and promote a sense of camaraderie among co-workers.
Call center employees are tired of boring PowerPoint presentations and training manuals as thick as a brick. They want engaging, immersive tools that elevate their learning and productivity, regardless of whether they're new to call center or long-time team member.
The existing method is everything handled by physically by using paper documents, print outs. And all the announcements where mad by notice board and emails.
To ensure gamification in call center on the basis of call center KPIs. For example, top performers who will fulfill the particular call center metrics will be rewarded with badges, incentives, or other prizes. This will motivate agents to do their work also boost their performance. Here is a short list of metrics that you can follow while gamifying your call center.
This Gamification is inspiring and motivating agents to increase their efforts, make them more productive and ultimately improve that all-important customer experience.