What is Gamification?

Gamification rewards teams for staying on task, turning the best behaviors into habits. Whether winning redeemable coins, collecting badges or climbing the leaderboard.

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.

How NICE CXone can help

NICE CXone is the market leading call center software used by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. Our performance management solutions provide the information operations leaders need to monitor, analyze, and continuously improve contact center performance. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations. CXone includes:

Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Engagement – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), recording, and performance management (PM).

Customer Analytics – turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. These solutions include interaction analytics, customer surveys, reporting and performance management.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic call center software solution capable of elevating customer experiences for companies of all sizes.