

A happy and satisfied workforce significantly impacts business revenues and other KPIs, and a creative way to improve employee morale is by introducing some form of gamification. When an organization leverages Contact Center AI to find dynamic ways to get employees excited and motivated, it boosts productivity, and employees are on top of their game and more willing to deliver quality work.
Gamification for business is an initiative that transforms mundane work processes into fun activities by introducing game-like elements that applies to both internal (employees) and external (customers) parties. It is the best way to help people interact with the business, products, services, and brand.
The impact of gamification on business doesn’t stop at the participant level; game mechanics help generate insightful data from participant interactions that can be effectively utilized during marketing campaigns, performance goals, and platform utilization. The gathered data gives a clear idea of the activities that drive people’s interest.
There are several ways to implement gaming elements in non-game contexts or environments, such as introducing a reward system, promoting healthy competitions, maintaining leaderboards, and hosting fun games and activities.
Above is an example of how our contact center solution, HGS Agent X uses gamification to motivate agents in contact centers to perform better. Points are collected based on their CSAT scores and other performance feedback, and these points can be later used to purchase rewards of their choice from select stores.
According to an exclusive report by MarketsandMarkets™, the gamification market is expected to surpass $30.7 billion by 2025. The growing rate is primarily due to the rise of mobile device usage for work purposes.
Strategic gamification in the workplace aids in boosting business results in the following ways:
In addition to increasing employee motivation, gamification can uncover hidden benefits, such as employee preferences, realizing powerful incentives and workplace connections, and transforming businesses into agile organizations.
With hybrid work culture becoming more prevalent over the last couple of years, traditional incentive methods like team dinners and happy hours have become obsolete and don’t entice employees anymore.
Contact centers can adopt a gamification strategy to maintain agent productivity and drive high performance. It improves team spirit, ensures top-tier performance, promotes knowledge retention, and provides agent autonomy.
Gamification in its true form is entirely data-driven, and performances of such initiatives amongst employees can be monitored. Gamification must employ robust features to drive promising results.
HGS Agent X employs gamification to motivate contact center representatives – Are you ready to join the fun?
Prakash Hariharasubramanian, Director & Practice Lead, Intelligent Process Automation (IPA), HGS
Prakash has led various IPA implementations across multiple industry verticals in his tenure of 7 years with HGS. In his role, Prakash develops IPA practice frameworks, creates IPA solutions, and serves as a key automation evangelist for HGS.
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