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. Gamify employee engagement and inspire 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.

Motivate contact centre agents to deliver the best possible CX

Track employee engagement

The unique points system helps managers keep score of their employees, monitor motivation and participation, and inspires agents to perform better.

Automate contests and challenges

Take the grunt work out of employee engagement by setting up contests and challenges that test skills and knowledge.

Monitor your teams

Track performance, attrition, workforce optimisation, and more through in-depth analytics and a dedicated dashboard designed to meet the needs of today’s contact centre managers.