Gamification has become one of the big “buzz words” in the contact center industry over the last few years. But as with most trends, the name encompasses many different concepts and usually just scratches the surface. To understand why gamification has become so important though, we just need to look at the numbers. Employees who participate in gamification have been found to feel more productive (89%) and happier (88%) at work.
Gamification doesn’t have to be complicated, but it certainly can create huge gains in the contact center. Watch WFM Evangelist Dave Hoekstra in this session and learn:
Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.