Using Gamification to Improve Contact Centre Performance

How Does Gamification Relate to Contact Centres?

The effectiveness for improving engagement is a major reason why many contact centres are adopting or investigating gamification. Employee engagement is a persistent problem at contact centres, as evidenced by high employee attrition rates. Other signs that contact centre agents are not engaged in their work include:
  • Flat or declining sales
  • High abandon rates
  • Increased customer service complaints
  • Increased compliance violations

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