What is Gamification? and Why Does It Matter?

What is Gamification? and Why Does It Matter?

What motivates call center agents or employees in general? Is it peer recognition, $ bonuses, competition...? Six out of ten employees are disengaged at work, and Gartner claims that 70% of business transformation efforts fail due to disengaged workers! 

Gamification can be a solution for many companies out there as it applies to virtually any niche part of a company or portion of a business.  But wait, what's gamification? According to Wikipedia - "Gamification is the application of game-design elements and game principles in non-game contexts". Also, consider how yukaichou.com (gamification SME) defines it - "gamification is the craft of deriving all the fun and addicting elements found in games and applying them to real-world or productive activities".

How To Reduce Call Center Attrition?

How To Reduce Call Center Attrition?

To combat call center attrition and keep employees engaged, start by focusing on these three imperatives:

1. Strategic hiring and training

2. Coaching and development

3. Find new ways to engage your employees

A weekly paycheck is no longer enough to hold onto your best employees. Now more than ever it’s critical to find new ways to keep them engaged.

Gamification In The Workplace - 10 Mistakes To Avoid!

Gamification In The Workplace - 10 Mistakes To Avoid!

There is a strong growth when it comes to adoption of gamification and employee engagement technology among a vast number of companies. But, according to Gartner, many of the gamification projects fail, and they fail not because of technology implementation but because of poor design or execution. 

Here are the top 10 mistakes to avoid and some ideas to consider when implementing a gamification platform in the daily life of your contact center team:

Top 6 Factors That Impact Gamification & Employee Engagement ROI

Top 6 Factors That Impact Gamification & Employee Engagement ROI

In this article, we are going to discover how gamification impacts six factors/variables that should be extremely important for any company. With a strong degree of confidence, we can say that gamification has a profound impact on turnover or employee attrition, agents absenteeism, engagement and productivity, new hire drop rate, knowledge and training programs success, and overall quality of work.

In our case, looking at all of the nGUVU customers, we've discovered that positive effect on one of the above six variables translates into 1-3% growth in company revenue.

Infographic | Why Genesys PureCloud? Integrations, Apps, Omnichannel, & More

Infographic | Why Genesys PureCloud? Integrations, Apps, Omnichannel, & More

Download a PDF version of the infographic -- Here

What makes Genesys PureCloud great? Is it integrations or apps, omnichannel contact center capabilities, great UI? Why hundreds of contact centers choose Genesys PureCloud? Why Forrester and Gartner consider Genesys the undisputable leader? and more. Join nGUVU team as we discover why Genesys PureCloud is a great platform.

Why Genesys PureCloud? - Integrations, Apps, Omnichannel Capabilities & More

Why Genesys PureCloud? - Integrations, Apps, Omnichannel Capabilities & More

When it comes to selecting an omnichannel capable platform for a contact center, there are quite a few choices out there - consider this as an example: g2crowd.com lists over 1000 platform and tools its Contact Center solutions category. Much of this variety and options is driven by a today's customer. 

Today's clients have little patience when it comes to waiting in line for a customer support agent to answer their questions. Most of the customers will go the self-service path and attempt to find the answers on their own - while leveraging a multitude of channels (social, email, chat... etc.). The industry average is that a contact center agent can engage with the same customer across four-plus channels on the same day. 

Internet of Things Is Asking for Support?

Internet of Things Is Asking for Support?

Did you know that "number of connected devices is to exceed 21 billion by 2021"? (according to Gartner). What's even more interesting that more than a quarter of those devices will contain onboard intelligence to request support! Creating a standard and a unified experience for communication between manufacturing, support, device and device owner would become important - IoT (Internet of Things) is about to become a catalyst for a new customer support communication channel in just a matter of a couple of years.

Infographic | nGUVU The Perfect Addition to Genesys PureCloud

We've teamed up with Genesys to revolutionize contact centers by creating a better everyday work experience for agents. Our gamification platform motivates agents to achieve their objective by immersing them in a fun game-like environment. Our team at nGUVU have put together an infographic below to demonstrate how nGUVU + Genesys PureCloud integration works and why it matters.

To download the PDF version of the infographic - click here

Infographic | Omni-Channel Customer Support & Gamification

Contact center agents are at the center of the omnichannel customer journey. Did you know that on average agents can interact with the same customer across four plus different channels within a single day? With all of this omnichannel complexity surrounding the day to day work of a contact center agent, a few of us know that 60% of the agent workforce is considered to be disengaged at work - causing below average customer experience! Engaging employees and motivating them with gamification is the key to success. 

PDF version of the infographic is available for download - here

nGUVU - Gamification and Employee Engagement Addition to Genesys PureCloud

nGUVU - Gamification and Employee Engagement Addition to Genesys PureCloud

Contact center agents are at the center of the omnichannel customer journey. Did you know that on average agents can interact with the same customer across fore plus different channels within a single day? The customer journey is not linear anymore - social media, email, apps, web chat, phone, etc. it is essential to have a consistent support experience to your company clients across all of the channels. 

With all of this omnichannel complexity surrounding the day to day work of a contact center agent, a few of us know that 60% of the agent workforce is considered to be disengaged at work - causing below average customer experience! Engaging employees and motivating them with gamification is the key to success.

Employee Engagement vs Employee Motivation

Employee Engagement vs Employee Motivation

Do you engage with your employees or motivate them? According to Google, there is a big difference, and it seems like as of 2008 employee motivation interests people more than employee motivation. As of 2017 phrase "employee engagement" reached its peak as a search keyword term on Google ( relative search index reaching 100 point mark). As for "employee motivation" it is at its lowest - dropping below 25 relative search index mark on Google Trends.

Gamification Popularity, Trends, Forecasts... - Demonstrated by Google Tools

Gamification Popularity, Trends, Forecasts... - Demonstrated by Google Tools

Did you know that keyword "Gamification" generates over 60 000 search requests on Google per month? Not too bad for a keyword that virtually didn't exist in Google search queries just six years ago. Gamification has been steadily increasing in popularity among companies, and it's easy to see - only consider what these two sources got to say: Google Trends and Google Keyword Planner.

Gamification of Learning and Quizzes In a Call Center

Gamification of Learning and Quizzes In a Call Center

Gamification is not just about playing games and getting the points - Think of gamification as a technology-enabled framework that applies game-like environment and thinking to any problem, challenge or process. And, yes, it included quizzes and learning.

"People can forget up to 80% of what they have learning within 30 days period." - Being able to test your employees and get an instant feedback becomes essential but trying to gauge your employee's knowledge on a periodic basis is a challenge. 

Top KPIs For Contact Center Performance Measurement

Top KPIs For Contact Center Performance Measurement

Looking at the number of KPI's used by nGUVU gamification platform customers (contact centers) numbers fluctuate between 4 - 5, to 7 or 8. With indicators used as both stand-alone and blended (where a few KPIs are merged to deliver a weighted index type measurement). Learn more about blended KPIs. With so much choice available it's hard to pick the selected few - a recommendation from nGUVU team is within 5 to 7 standard KPIs and a few blended once. 

Call Center Performance Tracking - What's Your Level ?

Call Center Performance Tracking - What's Your Level ?

How does your call center measure performance? Is it solely agent/employee level based? Is it manual or automated? Adherence, AHT, First Call Resolution, Quality and Speed of Answer... all great metrics to track but again more of a starting point. That's why nGUVU put together a level based blueprint showing a different level of sophistication when it comes to performance tracking at call centers