Gamifying Your Contact Center: Making the “Like” Economy Work For You

It seems like common sense – employees who feel engaged at work have higher attendance, better performance, and are more productive. However, creating an engaging workplace is far from easy: according to a 2015 Gallup poll, over 50% of employees were “not engaged” at work, while another 17.2% were “actively disengaged”. This presents a huge challenge for employers – how can we keep staff motivated and engaged at work?

One surefire way to boost employee engagement is to get staff more involved by incorporating gamification. Gamification is “the process of using game thinking and game mechanics to engage users and solve problems”, and often introduces the use of positive reinforcement or rewards to create desired behavior.

With the ever-increasing prevalence of social media use across all age groups, consumers are becoming conditioned to seek feedback (often in the form of “likes”) on every photo, video, or status update. A recent psychological study conducted with a group of teens showed that receiving a large number of likes on a photo, for example, “activated the same brain circuits that are activated by eating chocolate and winning money.” What if you could introduce this same pleasure response as part of an average workday? How would that change the way your team interacts with customers and colleagues?

One of the key premises of Stella Connect takes advantage of this feedback-seeking tendency – it provides front-line staff the opportunity to receive feedback and rewards on every call, email, and chat, and serves that feedback up in a real-time stream.

Gamification - Rewarding Customer Service Agents

Based on the experiences of Stella Connect clients, creating these consistent opportunities for recognition and rewards at work has a huge impact. For example, client CARiD uses monitors around their office to display leaderboards and key performance metrics. These foster friendly competition among agents, who all strive to achieve the highest customer ratings from the feedback requests.

“You see it very visually throughout the office,” said Ryan Gronlie, Customer Service Manager at CARiD. “There are lots of high-fives being exchanged.” Gronlie noted a tangible increase in morale and effort by each agent to create memorable moments during every interaction.

Similarly, Stella Connect client UncommonGoods uses the platform as a tool to gamify customer feedback, even noting that after implementing Connect, their team’s morale was higher than ever before.

“Keeping a large seasonal team engaged and eager to help customers can be a challenge. Our team members loved reading customer comments and challenging one another to earn the next reward,” said Jennifer Grim, Director of Customer Service at UncommonGoods.

Want to learn more about how you can gamify your contact center? Click here to request a demo of Stella Connect.