Articles, news and updates related to call center by Gameffective

Enterprise Gamification for Employee Onboarding – Call Centers

Sometimes, we go to so much trouble to recruit the right people for our customer contact centers, that we forget the importance of onboarding — helping newbies make it through those first nerve wracking days on the job. If done right, though, onboarding can put new employees on the fast track to productivity, and much more. It certainly takes the sting off those first days on the job and is likely to keep employees happier and more engaged.

Onboarding is much more than speeding up the initial time it takes an employee at a call center to learn how to do their job; it’s also more than orientation. It presents companies with a meaningful opportunity to engage employees, convey to them the larger corporate picture — brand, goals and culture, and even reduce turnover.

Job Essence in Customer Service & Gamification

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.

Our Best Content of 2014 – most read, most shared!

If we take a look back at our 10 most popular blogs over the past year, it’s clear that the face of enterprise gamification is changing – and for the good! Gamification was always about bringing out the best in employees but the “how” is changing. We thank you for your feedback and shares, it motivates us to work harder on more blog posts you’ll love to read throughout 2015!

Goal setting science: why a high-low goal range works better

Which New Year resolution works better? “I will lose 3 pounds” or “I will lose 2-4 pounds”?
When thinking of goals, we tend to focus on the one number: the number of pounds we want to lose, the number of calls a sales rep should make, the number of training courses an employee should complete. But focusing on one number can be wrong.

Recent research shows that people are more likely to reengage (i.e. decide to continue pursuing a goal over a period of time) if the goal is a range and not a single number.

Yahoo! Gamification Case Study

We’re incredibly proud to announce our newest case study: “How Yahoo! increased its customer service KPIs by 10% in two weeks’ time”.

It features the story of how we quickly and effectively gamified Yahoo’s customer service, across geographies and teams, to create a lasting and sustainable improvement in KPIs.