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Leadership Can Apply Game Achievements to the Contact Center Environment to Improve Agent Motivation, Engagement, Retention and Performance
COLUMBUS, Ohio, Jan. 7, 2014 /PRNewswire/ -- Uptivity (formerly CallCopy), a leading provider of workforce optimization (WFO) solutions, has launched a new gamification system as part of the Uptivity Discover Suite 5.3, the latest version of the company's award-winning WFO platform. The gamification feature allows contact center leadership to create games and rewards that motivate high performance, engage agents and align contact center operations with organizational goals.
Gamification has become widespread in the business world as companies recognize that the fun, competition and positive reinforcement of games can motivate employees to achieve their highest potential. While traditional performance goals can be vague or unimportant to employees, gamification builds a culture of achievement by providing measurable challenges and then acknowledging accomplishments in real-time. Given the growing popularity of gamification and its results in business settings, a Gartner report projects that over 70 percent of Global 2000 corporations will have at least one gamified application by 2014.
Discover's gamification system allows contact center leadership to customize performance games and recognize accomplishments with points. Each agent portal now features a gamification widget that displays the agent's achievements, a leaderboard and a list of available achievements. Managers can announce awards and game standings via email and the dashboard to keep agents engaged and motivated throughout their shifts.
"By defining goals and recognizing accomplishments that impact the customer experience positively, our new gamification feature incentivizes agents to deliver exceptional customer service, " said Barry Knack, director of education at Uptivity. "Particularly for Millennials who grew up with digital gaming, this is a tool that can boost morale, engagement and motivation."
Because the gamification feature is part of the unified WFO platform, managers can create games that incorporate performance data from quality assurance (QA), customer surveys, workforce management (WFM), training and other components of Discover. Games can be designed for individual agents or teams, and achievements can be automated or awarded manually.
The gamification system is also fully integrated with Discover's ad hoc reporting tool. Managers can generate reports on game achievement alongside data on QA scores, customer satisfaction surveys, speech analytics and call recordings in order to evaluate how gamification is affecting employee performance.
"Because the gamification tool was built in-house, the management tools, achievement widget and achievement data are truly integrated with the interface and reporting capabilities of Discover," added Knack. "Uptivity's gamification tool was designed and built specifically for contact centers with the ultimate goal of improving the customer experience by improving agent performance."
To learn more about Uptivity's new gamification feature, visit http://www.uptivity.com/products/additional-product-features/gamification.
What boosts the bottom line for any company with a contact center? How about getting the best that every agent can deliver from their first day on the job and constantly optimizing contact center management and performance for a better understanding of the customer? Only Uptivity gives you the tools you need to enhance customer satisfaction and continuously improve every aspect of each step of every agent's life cycle. You get exactly what you need, thanks to a modern, integrated, and easy-to-use suite of tools that offers a unified system for workforce management, performance management, speech analytics and call recording. Unparalleled customer service and support from our in-house staff combine with a better bundle for a better value and a lower total cost of ownership.
Headquartered in Columbus, Ohio, and on the web at www.uptivity.com
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