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.
According to Gallup "29% of millennials are engaged at work, 16% are actively disengaged, 55% are not engaged." It comes to no surprise that companies are looking for new ways to interact and engage with their workforce. Gamification plays an important role in helping companies to engage and motivate the modern workforce.
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 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.
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.
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.
The borders between a gamification solutions and a call center performance management are getting blurred. KPIs and other individual performance, sales related performance, cross-performance metrics leaderboards, quiz and knowledge gap testing capabilities, integration with other customer engagement platforms and complementary tools, artificial intelligence or machine learning - most are a standard set of features for the leading gamification platforms.
Peer recognition and competitive culture, as well as placing a higher worth on acquiring experiences than material things among other things are factors that motivate millennials to achieve and perform. It is no wonder that an old textbook workplace motivation strategies break with millennials and management struggles in understanding what motivates them, keeps them engaged and makes them achieve their objectives.
One might ask how machine learning applies to the reality of a call center, customer care team or sales team gamification? The answer covers multiple dimensions: risk estimation and insights, performance/KPI analytics, relationship networks and correlation impact between various performance indicators in your company and more.
For those who might be new to the world of gamification platforms and technology. Allow me to share a definition - "Forrester defines gamification as insertion of game dynamics and mechanics into nongame activities to drive the desired behavior."
Why is Gamification important, and how is it related to behavior modification or engagement? Consider following: sales, and call center business leaders tell that for over 80% of salespeople they fail to engage with them effectively and as a result, they see a decrease in meeting and opportunity follow-ups. Gamification is a technology-enabled strategy that allows company leadership to motivate contact center agents, sales executives, and customer care representatives in such way that they are excited to achieve their goals.
A great customer experience is what every contact center strives for but many find it hard to achieve. Managers scuffle and try to micromanage their agents in order to push them to perform only to make matters worse. Oftentimes, these managers forget that there are actually two main contributors to the customer experience; technology and agent motivation, otherwise known as “systems and smiles” (Solomon 2017 | https://www.forbes.com/sites/micahsolomon/2017/09/06/if-your-customer-experience-is-falling-apart-blame-one-of-these-two-problems/#6192f6243eb0).
Contact centers exist to create a point of interaction between the company and its customers. This interaction is extremely important and can have a drastic impact on the customer’s perception of the brand. Ensuring that clients receive excellent service is therefore vital for the company’s existence.
Agent engagement is a subject that is constantly on the minds of contact center executives. Many theories have come about on how to enhance the call center workforce but one in particular stands out of the crowd. Intrinsic motivation with gamification concepts has been shown to be a highly effective method for increasing agent engagement. We’ll dive deeper into this theory in a little bit, but first, let’s introduce the term “gamification”.
Working in a fast-paced call centre can be both stressful and challenging for agents. Dealing with frustrated customers, sticking to strict work timelines, and reaching performance goals are all hurdles that contact centre agents have to deal with on a daily basis. This is why employee disengagement and demotivation is usually highly prevalent in this industry.
Agent engagement is often put on the sidelines in contact centers. Managers are usually focused on simply organizing their workforce as opposed to optimizing it, believing that simply a structured team will do the trick. But, this type of mindset has huge setbacks and numerous studies have shown that contact centers tend to lose thousands of dollars on a daily basis because of it.
When implementing a new agent engagement solution, return on investment goes far beyond all the quantitative performance improvements your contact center will experience. Yes, KPI improvements are expected and nGUVU has demonstrated that a good concept based on behavior and data delivers results. Running contests and incentives may work, but influencing the behavior for a long lasting engagement brings much more benefits in the long run.
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.