6 simple ways to leverage gamification in the contact center
TRANSCRIPT
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
6 Simple Ways to Leverage Gamification in the Contact Center
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Insight from our April 12, 2016 #ICMIchat
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q1: How do you define gamification?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
What is Gamification?
Tip #1:Have a goal in mind, and use strategic gameplay to achieve the goal.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q2: What are some simple, low cost ways to use gamification in
the contact center?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Budget-Friendly Gamification
Tip #2: Offer parking spots or gift cards.
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Q3: What are the pros/cons of using gamification for training?
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Pros and Cons of Gamification
Tip #3:Leverage gamification to stregthen retention, but be wary of coaching to “wins” vs a great customer experience.
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Q4: Other than badges/leaderboards, what are
some good incentives to offer as a reward for employees?
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Money Isn’t Everything
Tip #4: Time sometimes means more than money. Consider extra PTO, or other experiences.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q5: How can companies utilize gamification in the hiring process?
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Gamification for Hiring
Tip #5:Be creative! Think of fun ways to assess skills.
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Q6: How can companies use gamification with their customers?
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Gamifying the Customer Experience
Tip #6:Consider implementing a customer loyalty program.
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Join us Next Time!
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