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#ICMIchat Recap: Gamification in the Contact Center

By Erica Marois | Date Published: April 09, 2015 - Last Updated August 22, 2018 | Comments (1)

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!

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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