What Is Contact Centre Gamification? Related Articles What Is Gamification and How Is It Best Used in the Contact Centre? CRM Gamification: Everything You Need to Know Gamification: A Definition and Overview An Introduction to… Gamification © garagestock - Shutterstock - 537262891 141 Filed under - Definitions, Centrical, Gamification What Is Contact Centre Gamification? Contact centre gamification is defined as the use of game mechanics – such as earning rewards or advancing through levels – applied to a contact centre environment. In this context, the application is intended to elevate the employee experience for contact centre agents. Contact centre gamification can be used to improve all aspects and touchpoints within a call centre, from onboarding to ongoing learning and long-term employee retention. Gamification can take the form of an exciting racing game or dynamic leaderboards that pit teams or individuals against each other in a fun and engaging way. It can also be about earning badges, collecting coins, or embarking on a personalized gamified journey based on a contact centre agent’s unique KPIs. In short, contact centre gamification takes what could be a dry environment and injects motivation, a sense of purpose, and friendly competition – making the contact centre an engaging (and productive!) place to work. Thanks to Centrical Author: Robyn Coppell Published On: 25th May 2023 Read more about - Definitions, Centrical, Gamification Recommended Articles What Is Gamification and How Is It Best Used in the Contact Centre? CRM Gamification: Everything You Need to Know Gamification: A Definition and Overview An Introduction to… Gamification Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter