Employee engagement and productivity remain top priorities for modern contact centres, especially with more agents working remotely. Contact centre gamification introduces interactive, game-based elements that motivate agents, improve focus, and support continuous learning—whether teams are working from home or onsite.
By combining performance management with engaging experiences, gamification helps contact centres build stronger, more connected teams.
Increasing Focus with Contact Centre Gamification
Through interactive gaming activities, an agents’ focus on the material can be improved, thus helping them learn new skills or embed existing skills more effectively. Gamification is typically split into smaller “levels” that agents can complete in their own time. Increasing the focus of your agents helps them to get the most out of the training.
Using Gamification to Encourage Learning
Gamification can also work as a sort of training device for implementing new processes as well as developing the skills of new contact centre agents. Training your agents can be a complicated process, especially if your team is working remotely. Through gaming elements, you can track the knowledge and progress of your agents by testing them on your protocols. For agents that are struggling with the workload, gamification can be a great tool to target their learning requirements.
Improving Motivation Through Contact Centre Gamification
There are few things more motivating than a little friendly competition! Through your gaming elements, agents will have the opportunity to earn points, rewards, and badges to mark their performance and progress. This can work as a great incentive. Deploying a gaming element in your contact centre performance management could be a great way to motivate them to serve your customers better.
Driving Long-Term Engagement in Contact Centres
Employee engagement is one of the most significant hurdles for contact centres. In an industry with high turnover, finding new ways to drive engagement is crucial to the success of your customer experience. Gamification allows employees to participate in entertaining and captivating activities that can help to keep them focused on the bigger picture.
How Call Design Can Help
Call Design recently partnered with Datagamz, the premier provider of gamification software. Through this partnership, Call Design is increasing the performance of contact centre agents with fun activities that can drastically improve the customer experience. Contact Call Design today to learn how we can help you.
