5 Proven Ways to Create Change with Gamification with Monica Cornetti
6 Simple Ways to Leverage Gamification in the Contact Center
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Transcript of 6 Simple Ways to Leverage Gamification in the Contact Center
![Page 1: 6 Simple Ways to Leverage Gamification in the Contact Center](https://reader035.fdocuments.net/reader035/viewer/2022062904/58799c631a28ab082c8b4a03/html5/thumbnails/1.jpg)
© 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](https://reader035.fdocuments.net/reader035/viewer/2022062904/58799c631a28ab082c8b4a03/html5/thumbnails/2.jpg)
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Insight from our April 12, 2016 #ICMIchat
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q1: How do you define gamification?
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© 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.
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© 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?
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© 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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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q3: What are the pros/cons of using gamification for training?
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© 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.
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© 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?
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© 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.
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© 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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© 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.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q6: How can companies use gamification with their customers?
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Gamifying the Customer Experience
Tip #6:Consider implementing a customer loyalty program.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Join us Next Time!
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