Top Trends- Gamification
Yesterday we examined the Top 10 Trends for 2015, according to the slightly warped mind of Colin Taylor. The Top 10 List presented was;
The 2015 Top 10 Trend List
1. Customer Experience
3. Immersive Learning
8. Agent Empowerment
9. Zero Service
10. Customer Effort and Emotion
Yesterdays Trend was Customer Experience and Number two on our top trends list is Gamification
Gamification: The use or competitive ‘Game elements’ to provide rewards and increase competition in the workplace. Gamification has been a trend for the past few years and is a part of a broader wave of new solutions and approaches to reduce turnover and attrition in call and contact centers. Others in this wave include reward based solutions like Snowfly and the peer pressure leverage of Tenacity. Attrition is certainly a problem in need of a solution. With labor costs representing two-thirds of the average contact center operating expenses and turnover rates of 20%, 30% and more there is a huge win possible for any center that can rein in their turnover.
Bottom Line: Gamification is a worthwhile tool, and game elements have been proven to improve engagement and recall. However to be successful gamification has to be integrated into a centers culture, training and operational management processes and activities. Simply adding a leaderboard or ranking to your existing center metrics is not going to generate much engagement.
What is your take on Gamification? Did we hit or miss the mark? Share your perspective?