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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
6 Simple Ways to Leverage
Gamification in the Con...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Insight from our April 12, 2016 #ICMIchat
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q1: How do you define
gamification?
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
What is Gamification?
Tip #1:Have a goal in mind,...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q2: What are some simple, low
cost ways to use ga...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Budget-Friendly Gamification
Tip #2: Offer parkin...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q3: What are the pros/cons of
using gamification ...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Pros and Cons of Gamification
Tip #3:Leverage gam...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q4: Other than
badges/leaderboards, what are
some...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Money Isn’t Everything
Tip #4: Time sometimes mea...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q5: How can companies utilize
gamification in the...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Gamification for Hiring
Tip #5:Be creative! Think...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Q6: How can companies use
gamification with their...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Gamifying the Customer Experience
Tip #6:Consider...
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Join us Next Time!
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Check out our forum for full
recaps & info on fut...
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6 Simple Ways to Leverage Gamification in the Contact Center

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Gamification is high on the list of buzzwords for the contact center in 2016. What does it really mean, and what are some quick, easy, low budget ways to use it your advantage? This slideshow features tips and tricks from #ICMIchat participants.

Published in: Leadership & Management
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6 Simple Ways to Leverage Gamification in the Contact Center

  1. 1. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 6 Simple Ways to Leverage Gamification in the Contact Center
  2. 2. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Insight from our April 12, 2016 #ICMIchat
  3. 3. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q1: How do you define gamification?
  4. 4. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 What is Gamification? Tip #1:Have a goal in mind, and use strategic gameplay to achieve the goal.
  5. 5. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q2: What are some simple, low cost ways to use gamification in the contact center?
  6. 6. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Budget-Friendly Gamification Tip #2: Offer parking spots or gift cards.
  7. 7. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q3: What are the pros/cons of using gamification for training?
  8. 8. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Pros and Cons of Gamification Tip #3:Leverage gamification to stregthen retention, but be wary of coaching to “wins” vs a great customer experience.
  9. 9. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q4: Other than badges/leaderboards, what are some good incentives to offer as a reward for employees?
  10. 10. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Money Isn’t Everything Tip #4: Time sometimes means more than money. Consider extra PTO, or other experiences.
  11. 11. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q5: How can companies utilize gamification in the hiring process?
  12. 12. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Gamification for Hiring Tip #5:Be creative! Think of fun ways to assess skills.
  13. 13. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Q6: How can companies use gamification with their customers?
  14. 14. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Gamifying the Customer Experience Tip #6:Consider implementing a customer loyalty program.
  15. 15. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Join us Next Time!
  16. 16. © 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 Check out our forum for full recaps & info on future chats: http://ubm.io/1OKA9lE

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