6 simple ways to leverage gamification in the contact center

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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 6 Simple Ways to Leverage Gamification in the Contact Center

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Page 1: 6 Simple Ways to Leverage Gamification in the Contact Center

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

6 Simple Ways to Leverage Gamification in the Contact Center

Page 2: 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

Page 3: 6 Simple Ways to Leverage Gamification in the Contact Center

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Q1: How do you define gamification?

Page 4: 6 Simple Ways to Leverage Gamification in the Contact Center

© 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.

Page 5: 6 Simple Ways to Leverage Gamification in the Contact Center

© 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?

Page 6: 6 Simple Ways to Leverage 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.

Page 7: 6 Simple Ways to Leverage Gamification in the Contact Center

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Q3: What are the pros/cons of using gamification for training?

Page 8: 6 Simple Ways to Leverage Gamification in the Contact Center

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Pros and Cons of Gamification

Tip #3:Leverage gamification to stregthen retention, but be wary of coaching to “wins” vs a great customer experience.

Page 9: 6 Simple Ways to Leverage Gamification in the Contact Center

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Q4: Other than badges/leaderboards, what are

some good incentives to offer as a reward for employees?

Page 10: 6 Simple Ways to Leverage Gamification in the Contact Center

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Money Isn’t Everything

Tip #4: Time sometimes means more than money. Consider extra PTO, or other experiences.

Page 11: 6 Simple Ways to Leverage Gamification in the Contact Center

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Q5: How can companies utilize gamification in the hiring process?

Page 12: 6 Simple Ways to Leverage Gamification in the Contact Center

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Gamification for Hiring

Tip #5:Be creative! Think of fun ways to assess skills.

Page 13: 6 Simple Ways to Leverage Gamification in the Contact Center

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Q6: How can companies use gamification with their customers?

Page 14: 6 Simple Ways to Leverage Gamification in the Contact Center

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Gamifying the Customer Experience

Tip #6:Consider implementing a customer loyalty program.

Page 15: 6 Simple Ways to Leverage Gamification in the Contact Center

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Join us Next Time!

Page 16: 6 Simple Ways to Leverage Gamification in the Contact Center

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

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