Apr 24 Posted 4 years ago
Almost immediately after the first call centers became operational in the 1970’s, agent KPI’s were improved via gamification. Contact centers hold contests, offer games, update leader boards and award badges. Only recently have these practices been deemed “gamification” and proclaimed the next big thing. Gamification drives sales, increases customer retention, improves adherence, increases quality, eases the on-boarding process, reduces new-hire turnover, encourages the mentoring of agents, recognizes peers, collects more money, improves FCR and enhances numerous other metrics.
The first to computerize gamification and offer it as a service was Brooks Mitchell (Ph.D.). Dr. Mitchell founded Snowfly in 1999, understanding that organizations should capitalize on the direct link that exists between behavior modification, consistent positive feedback and random intermittent reinforcement. Dr. Mitchell and the Snowfly team have spoken at numerous industry conferences, written white papers, case studies and published articles (many of these are available on the Snowfly web site and blog).
Oct 19 Posted 5 years ago
Great introduction to gamification as it stands today! I have already pointed a few people here for a refresher on the many develoments in gamification in the past year. One small correction: at the Games for Change conference, Al Gore stated "Games are the new normal," not "gamification...".
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