There has been a flurry of news about gamification in business recently, but the application of gaming principles in the contact centre environment is a lot older than you’d expect. The difference is in how gamification is applied within business processes and what benefits are being achieved.
The gamification concept is simple – people (or agents) are rewarded for completing a set task, tapping into human desires to compete and to be rewarded. It works using technology combined with gaming design principles. Mobile apps provide some good examples of gamification in action – check in somewhere on Foursquare and get a badge, meet your weekly training targets on the Discovery Vitality app and get a free coffee, and so on.