What is a Virtual Marketplace?

A virtual marketplace is an important element of gamification. It enables reward redemption with prizes and awards that an organization chooses to make available to agents. Agents can view the virtual marketplace and set their sights on a specific reward or payout that most motivates their performance. Then once they have enough coins or points, they can easily redeem their earnings for their chosen prize.

Some employees prefer to work towards smaller items to have something to continuously look forward to. Others save up their coins to buy a large item. It’s important that managers understand their employees’ interests and preferences so they can ensure that the prizes in the virtual store will actually motivate and drive performance. It’s important that the virtual marketplace be continuously updated with fresh ideas that will encourage current and new agents to be engaged.

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.