the contact center gamification playbook

Post on 05-Jul-2015

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Most contact centers struggle with a common challenge -- engaging their employees. Gamification allows you to motivate better performance through data. But how can you realize the full promise of gamification? In this excerpt from the NICE playbook on gamification we summarize some of the key design considerations that will drive your success.

TRANSCRIPT

What is Gamification?

1

Application of

game mechanics

to workplace

activities… to

motivate and

measure

performance

2

Set Baseline: 10 Mechanics

3

Get Started: 3 Connections

4

1 2 3

Build Case Around

Company Priorities

Connect Priorities

and Metrics

Connect Metrics

and Challenges

Strategic Objective:Call Volume Reduction

KPI: First Call Resolution• Follow Processes

• Clarify Solution

Metric: Achieve FCR goal for two

consecutive months and receive

1,000 points

Level: Advance through three

levels—process, probing,

problems—with corresponding

badges

Audiences: 4 Profiles & 3 Segments

5

Design Thinking: 5+ Rewards

6

Momentum: 4 Strategies

7

Establish a rhythm for

releasing new levels and

challenges

Identify and retire unpopular,

ineffective and/or stale

challenges

Communicate individual and

group successes with

transparency

Connect gamification progress

to specific career paths

1 2

3 4

Measurement: 2 Formulas

8

1 – Globoforce, Workforce Mood Tracker, 2011. 2 – Towers Watson, 2012

Business Impact

ONBOARDINGReduce up to

50%

SKILLS

ATTRITION

70%+Take volunteer training

78%Reduction1

88%+believe they can havepositive impact2

CUSTOMERS

9

THANK YOU

@NICE_Systems

www.nice.com/engagedemployee

http://www.linkedin.com/company/nice-systems

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