One of the biggest problems that contact centers face today is agent turnover. Research has shown that the agent turnover rate is at an all-time high with percentages ranging from 25% to 50%. Throughout our years of working with call centers, we’ve seen even higher rates depending on the industry and the environment that they function in.
Contact centers have been using gamification concepts since… pretty much, forever. Running contests and incentives has always been part of enhancing agent performance to meet or exceed a specific objective. But, because of the manual work involved within this process, contests are often too few and far between.
While everyone understands the drivers for learning from one's mistakes, there tends to be a fair amount of inertia when it comes to reviewing our own successes.
But the truth is, understanding the path to success is actually more important to creating sustainable goal attainment than analyzing our failures.
the action or process of gradually reducing the strength or effectiveness of someone or something through sustained attack or pressure.
"the council is trying to wear down the opposition by attrition"
synonyms: wearing down, wearing away, weakening, debilitation, enfeebling, sapping, attenuation; gradual loss
"...In fact, more gamers are over the age of 36 than between the ages of 18 to 35 or under the age of 18. They are also mostly men, but by a slimming margin. Men make up 52 percent. But even considering these statistics, the important thing to remember is that game mechanics have been applied to the workplace across all demographics since the early 20th century - in the guise of rewards, loyalty programs, and incentives for hard work "