#ICMIchat Recap: Gamification in the Contact Center
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#ICMIchat Recap: Gamification in the Contact Center

The word gamification seems to have a polarizing effect on people.  Is the term just a buzzword?  Is gamification a passing fad, or a truly effective way to improve employee training?  Why should the contact center care?  How can the contact center get it right?  The list could go on and on...

This week we spent an hour discussing many of these very questions during #ICMIchat.  Check out the recap below to see how your peers feel about gamification, and how they're using it in their contact centers.  Weigh-in with your thoughts and experiences in the comments below.

Join us again next week for another chat (Tuesday, 1pm EST).  The topic: quality and coaching.  Just follow and use the hashtag #ICMIchat on Twitter to participate in the conversation!



Topics: Learning & Development

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Rick Clarke — 7:50AM on Apr 17, 2015

As mentioned in the many comments gamification has been used for years. The important component is that the recognition actually is related to the call center mission, values and goals.
You are recognizing the agent for performance that actually has a positive ROI for the business.
What gets recognized gets repeated! Use the metrics available at your finger tips and automate the reward through a Single Sign-on platform and personally recognize the agent. Let the platform do the heavy lifting while you do the personal recognition of the achievement.

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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