The document discusses how gamification, or applying game mechanics to performance management, can be used as a strategy to increase productivity and engagement among contact center agents. Some key aspects of an effective gamification framework include identifying meaningful goals tied to operational objectives, creating a level playing field through customized metrics, encouraging peer mentoring, and using dashboards to track performance statistics and provide recognition. When implemented correctly with the right incentives, gamification can help motivate agents and improve overall business results.

1. Healthy Competition:
A Winning Strategy for
Agent Development and
Bottom Line Results.

2. What is “gamification?” The first person to answer this question
correctly wins! Now hold that thought. Or feeling. If you’re like
most people, you probably felt a burst of energy or excitement at
the prospect of competing and winning. It’s human nature to play
games, individually and in groups. And everyone loves prizes.
As a performance management tool, gaming – or more
specifically, gamification – is a winning strategy in the
contemporary workforce. In this business context, competition
helps increase productivity among contact center agents, reinforce
positive behaviors and reach operational goals. An impactful
gamification playbook follows these guidelines:

3. GAMIFICATION
Identify goals that matter
1. True gamification is built into the WFO solution itself
and oers meaningful rewards that inspire and motivate,
such as more influence over scheduling.
2. e goal of gamification is to reinforce human
behavior that matches operational goals.

4. GAMIFICATION
Home rules home field advantages
1. Since each contact center is unique, the most eective
gamification solution is a framework tailored to the
specific needs of the organization, designed to manage
and measure agent performance.
2. A level playing field invites healthy competition. In a
gaming environment, agents are aware of who’s rising to
the top. ey’re watching and learning. Asking questions.
Exchanging pro tips.

5. GAMIFICATION
Player coaches team eort
1. An eective gamification framework encourages active
peer mentoring. In the best systems, a participant advances
to higher levels by helping other players to hone skills and
lock-in knowledge.
2. “What?? James just leveled up. Isabel is pulling ahead. I
need to focus!” And just like that, by being present and
understanding personal performance on a team, more
agents are engaged.

6. GAMIFICATION
Performance by the numbers
Gamification statistics can be worthy of fantasy football
analysis. Gamification adds new metrics for finding out
who’s an all-star and who needs more coaching.

7. GAMIFICATION
In-game adjustments
Agents and supervisors use widgets on their dashboards to
track status based on various performance metrics, such as
interactions handled or average handle times. e ability to
adjust established metrics means a game plan can be
tailored to an organization’s needs.

8. GAMIFICATION
Recognizing winners
1. Agent status is tracked and measured by badges with
a library of styles to choose from. Badges become more
complex and intricate as agents advance into higher levels.
2. By using their dashboard widgets, agents can learn
more about the badges they’re earning and track their
performance stats. Widgets also allow agents to request
mentors and coach peers.

9. GAMIFICATION
The GM and Coach’s POV
1. With widgets, supervisors can see the badges their
agents are earning and monitor performance metrics.
Metaphorically, they’re sitting in a luxury suite at the
50-yard line seeing everything.
2. A direct link to Calabrio Analytics lets supervisors drill
down and review team accomplishments, preventing
“gaming” of the system and providing a basis for the scores
agents are earning.

10. GAMIFICATION
READY TO PLAY?
An ecient, well-tuned contact center is a
vital, strategic asset to the enterprise as a
whole. More focused, engaged agents become
even more eective at resolving customer
issues. Satisfaction improves.
Winning becomes a habit.

11. GAMIFICATION
Gamification helps accelerate performance
and energize the organization. Winning isn’t
everything. It’s the only thing.
Contact our playmakers today at calabrio.com.