Gamification is an innovation that has quickly attracted a large and loyal following because of its proven ability to improve engagement. Despite its rapidly growing adoption, gamification is frequently misunderstood and mischaracterized as a consumer marketing technique. In fact, the use cases and benefits are much broader. From teams in sales to customer service to collections and more applications, game mechanics have consistently helped reduce attrition and absenteeism and increase job satisfaction and productivity.
This white paper gives examples of how organizations have used gamification in contact centers and presents best practices for using gamification to improve contact center performance.
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