Get in the game to boost agent productivity
Motivated and engaged contact centre agents constantly deliver outstanding service that elevates the customer experience, or boost sales to positively impact the bottom line. Incentivising this behaviour creates a successful, customer-centric contact centre operation. Gamification is, therefore, rapidly emerging as a prolific trend within contact centres globally.
Gamification is a powerful and effective means to influence behaviour, enhance employee experience and boost performance across your organisation’s sales, marketing and customer service functions. By implementing game mechanics in the contact centre, managers can foster healthy competition among agents and motivate them to achieve KPIs in a fun and engaging way.
Happy agents for happy customers
With Pivotal Data, it’s easy to embrace gamification in your operation. Our solution leverages the nGuvu platform to gamify employee engagement and inspires agents to achieve their objectives through an immersive game-like environment using game mechanics, social media concepts and recognition.
The solution influences agent behaviour by leveraging a person’s natural desire for competition, collaboration, achievement, status and recognition. The solutions build intrinsic motivation and improves engagement and satisfaction by creating positive human emotions and user experiences.