A system designed to integrate game mechanics into the work environment of a customer service operation, implemented by a single entity. These systems often incorporate elements such as points, badges, leaderboards, and challenges to motivate and engage call center employees. For example, an employee might earn points for resolving customer issues quickly and effectively, contributing to their position on a team leaderboard.
The incorporation of game-like elements can improve employee morale, increase productivity, and enhance the overall quality of customer interactions. Historically, the adoption of such systems stemmed from a need to combat employee burnout and improve key performance indicators within these demanding operational environments. These solutions present measurable improvements in agent retention rates and customer satisfaction scores.
