Contact Center Gamification - Optimize Your CX

CXone Performance Management incorporates gamification to create a more fluid, engaging and team-driven ecosystem, increasing organizational collaboration, proliferating best practices, and improving onboarding and retraining.

Some key features of the CXone gamification solution are:

• Real-time feedback for agents and identification of learning opportunities.
• Dynamic individual and team-level games for driving competition and collaborative teamwork, including knowledge “quests” and accomplishment badges.
• Executive reporting and dashboards to identify the KPIs and metrics to be boosted through gamification.
• Leaderboards and a points system for inspiring productive competition and recognizing achievements.
• A marketplace for converting earned points into real-world goods and services.
• A streamlined command center, making it easier to design, introduce, and track the impact of gamification challenges.
• Personalized dashboards for agents to track their games, rewards, coins, and stats.
• Customizable avatars for the games and leaderboards.

Effective gamification of workplace activities and goals is dependent on identifying the most impactful metrics and balancing them with the right game mechanics.

Single-metric games are suitable for getting agents to focus on essential, time-limited goals such as reaching sales targets before the end of the quarter. Multiple-metric games target a certain threshold among three or more different key performance indicators (KPIs), such as calls per hour (CPH), customer satisfaction (CSAT), NPS, average handle time (AHT), etc.

In order to prevent agents from sacrificing performance in one area to achieve other gamified KPI goals, you can add qualifiers to their games. A qualifier is an additional metric target that must be maintained in order for players to remain eligible for rewards. For example, you could gamify sales, but limit leaderboard rankings only to those agents with a certain level of schedule adherence.

CXone Gamification provides all that – and more.

Yes. CXone Performance Management motivates and recognizes self-directed positive behavioral change through gamification tailored to each employee’s specific professional development needs. By analyzing individual performance metrics and work behaviors, the CXone solution can identify strengths, weaknesses and personality traits for interactive gamification in line with each agent’s learning style and capabilities.

Personal employee dashboards where agents can track their games, rewards, coins and stats, customizable avatars, and concrete incentives engage and empower employees on their journey. Supervisor dashboards include advanced widgets to enhance built-in gamification capabilities with highly personalized performance goals and eLearning in harmony with your organization’s business goals.

CXone Performance Management’s streamlined, centralized command center makes it easy to design, introduce and track the impact of gamification initiatives. With comprehensive data aggregation and insights, you can see the change in specific KPIs on the team and individual agent levels.

As for the overall potential impact of gamification on your company, a look at past real-world results can be a valuable predictor.

A survey conducted among NiCE clients showed that 47% of agents believe gamification improves their overall happiness and engagement levels. Gallup’s “State of the Global Workplace” research indicated that highly engaged business units reduce absenteeism by 81% and improve productivity by 14%.

The impact Gallup noted is well reflected among organizations that have implemented NiCE gamification solutions. They have seen a 15% reduction in average handling times and a 10% average increase in customer satisfaction. Organizations that created modular training programs for new hires that incorporate gamification of agent benchmarks have seen a much faster onboarding time (more than 90% faster in some cases), as well.