the contact center gamification playbook
DESCRIPTION
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