4 innovative ways gamification drives success in business

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.

What is gamification for business?

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.

Benefits of gamification in the workplace

Strategic gamification in the workplace aids in boosting business results in the following ways:

• Increased adoption of learning management tools
• Improved employee performance and satisfaction
• Promotion of retention and results in employees
• Enhanced service levels through employee knowledge sharing

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.

Gamification as an accelerator for driving success

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.

1. Improving team camaraderie and performance – Gamification encourages employees to build strong social connections making them mentally and physically healthier, which translates into better performance at work. Employees can engage with their peers by participating in friendly competitions during challenges and games and at the same time, their efforts contribute directly to the team goals.
2. Performance monitoring at scale – Keeping track of and rewarding employees within large teams is difficult. Gamification makes it necessary to have streamlined performance management and a reward or point system. Employees are rewarded with coins, points, and badges they can collect by performing various tasks and meeting pre-set goals transforming their competitive drive into real results. If performance slips, it is easier to monitor despite the size of the team and get back on track.
3. Knowledge retention – Gamification can make onboarding and training new employees easy, fun, and engaging. Supplementing mundane training with game elements can help new employees explore their everyday tasks with motivation and excitement and create a positive user experience.
4. Flexible work environment – To retain and attract talent in the age of remote and hybrid working, organizations should be willing to accommodate this kind of flexibility. Gamification allows for employee autonomy without the loss of team connection. It brings remotely working teams together to easily help monitor the team goals, keep track of where each employee stands, and celebrate wins together.

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?