What is Gamification?

Gamification is an old concept with new capabilities. And while it looks like it’s all fun and games from the surface, gamification reaps huge benefits. Old-school gamification efforts are manual, labor-intensive and difficult to sustain. But modern-day gamification automates games and provides a sustainable, dynamic way to reward and engage agents.

With gamification, supervisors can run automatic games and agents can go head-to-head on important KPIs by wagering coins and challenging peers. Games are typically longer term, while challenges can be used to boost performance during critical periods. Agents can spend coins in a virtual marketplace, which can be customized to offer prizes.

Gamification decreases supervisor workload, so they are free to make a bigger impact, and it keeps agents inspired and in-the-game.