As business environments become more competitive, the importance of team performance for organisational success increases significantly. NICE Performance Management provides a single source of truth for employee performance data and goals. In addition, it provides targeted coaching and gamification to motivate the right action.
Contact centre gamification is the implementation of game like mechanics in order to influence behaviour and activities. It is used to motivate and engage employees.
Contact centre representatives are encouraged to complete objectives and compete with their peers. Rewards are doled out based upon company culture, but often include recognition on leaderboards, badges and physical prizes like trophies.
Contact centre managers can choose any of a number of agent or team level metrics to gamify, such as:
- Average speed to answer
- First call resolution
- Number of dials
- Total talk time
- Average after call work time
- Percentage of calls handled by type
Gamification isn’t just about having fun. It serves as an intrinsic and extrinsic motivator, engaged employees to deliver a better customer experience.
Find out more on Gamification and how to implement it in your contact centre in our Workforce Management Advice Hub