Agent churn costs you money – not only in the time spent hiring and training new staff but also in business lost due to customer dissatisfaction with disengaged agents.
This article makes a compelling case for gamification as a powerful tool to increase the job satisfaction of your agents, improve their performance and reduce agent turnover. It describes the different ways gamification can be implemented in the contact center.
Further reading about gamification for customer service:
- eBook: Improve Your Knowledge through Gamification
- White paper co-authored by Greg Oxton, Executive Director of the Consortium for Service Innovation: Enabling KCS Adoption – A New Game in Town