Oren Stern is Senior VP of Product Strategy at Verint. We met him speak about gamification and Employee Engagement Management. He describes his views on the use of gamification in B2C verticals, covering everything from telecommunications to financial services, and even government. Employee engagement is important for any vertical, but especially when employees do customer facing work in a transactional environment. Studies show that more engaged employees drive more successful organizations with better business results.
Articles, news and updates related to call center gamification by Gameffective
The world of enterprise gamification has two oft-quoted statistics, and they are quoted all too often. The first often-quoted statistic is that about 70% of employees are disengaged.The second most quoted statistic about gamification comes from Gartner. In late 2012, at the top of the hype cycle about gamification, Gartner came out with a press release titled “80 Percent of Current Gamified Applications Will Fail to Meet Business Objectives Primarily Due to Poor Design”. This is the second most quoted statistic. We decided to take a look at Gartner’s report then and see how it fared.
Enterprise gamification is well into its 2.0 days. It is no longer (never was) about flying birds – it is evolving to encompass thinking about performance management methodologies; the use of gamification as an activity tracker ; a deeper understanding of employee motivation; and the use of game narratives. In fact, some would say that enterprise gamification is becoming the new corporate performance management.
Recently, we have been taking the time to think more about Customer Service and Gamification. We feel that customer service gamification in call centers is so much more than giving employees rewards for completing basic activities; it is certainly more than a variety of competition-centric game mechanics. Why is that? The answer is simple: simplistic gamification of customer service tasks has nothing to do with delighting customers or customer service employees.
One of the underlying principles of persuasion science is using social proof. Social proof means that we are more likely to act if we believe others are doing the same. This post will show how using enterprise gamification, for sales, customer service, call centers, eLearning and more, is a great way to create social proof and increase the likelihood your gamification project will succeed.