Articles, news and updates related to Customer Service Gamification by GamEffective

acquiring skills with gamification

Developing skills through gamification

We are all in a state of constant learning. Whether on the job, at school, or when keeping up with the latest technology – learning is one of the most fundamental tasks we have.

Yet learning, especially in the context of work, isn’t always that enjoyable. Learning something new, regardless of how important it is, can be an extremely difficult task. While at school, if we weren’t really in to a certain subject, we could hang low during those specific lessons and do just enough to get by. At work, it’s an entirely different story. Performance is greatly dependent on acquiring new skills, such as increased adoption of enterprise software, the use of knowledge management systems and more. It is also a factor of knowledge – emotional intelligence in dealing with customer complaints or product knowledge when offering new solutions to customers.

10 Surprising Benefits of Gamification

Today’s enterprise gamification takes a broader and more modern view of human motivation, understanding that it goes beyond points, badges and leaderboards, and that intrinsic motivation is more powerful than extrinsic motivation. Gamification isn’t a magic potion that makes work mesmerizing. It is much more than points, badges and leaderboard…. Research shows that using game mechanics which carry a meaning and provide a sense of mastery and autonomy can create super-engagement.

The additional “new” here is that gamification can also change culture, communication and performance management. These are the less-cited results of gamification but we thought we’d list them. Using gamification “right” has a lot of other great, unintended consequences. Here are 10 that are perhaps less known, but worth their weight in gold:

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.

How to communicate your enterprise gamification project: best practices

When you launch an enterprise gamification project, you have to create credible and repeated communications with employees.

That isn’t bad news. You should always consider your enterprise gamification projects as an opportunity to communicate with employees about your organization’s goals, rules of conduct, expectations, best practices and knowledge base. This communication is both informative (make sure everyone plays according to the same rules) but it is also habit forming (always enter data into the CRM once you’ve completed a call). If you’re lucky, it can even impact corporate culture.