Cultivating a successful business with gamification

Senske Services is one of the leading regional lawn, tree and pest control companies in the Western US, serving customers from Utah and Nevada to Idaho and Washington. The company, which was founded in 1947, has a long history of providing top-of-the-line customer care and service. However, because its contact center agents had to use two separate platforms to handle and monitor day-to-day tasks, managers had to manually pull information to make data-informed decisions about KPI goals and individual employee performance. CRM data wasn’t available until the following day, meaning employees were less agile and engaged in the workplace.

To make its contact center more engaged and efficient, Senske partnered with Genesys to consolidate its contact center technologies and data onto a single platform. It also aimed to gather actionable insights about team performance.

By doing so, employees could stay up-to-date on their goals and objectives, and supervisors could stay focused on more important tasks.

“They took the time to understand not only our business needs but the culture of our company so they could make sure the platform was tailored to fit our team,” said Charles Williams, Call Center Manager at Senske Services.

The company merged data from its two previous platforms onto Genesys Workforce Engagement, giving employees periodic updates on KPIs and execution and allowing them to adjust their performance to accomplish goals effectively and efficiently. They didn’t have to wait a full 24 hours to see the results.

“Now, instead of running reports all day to keep our employees up to speed on our KPIs, our agents just make two to three clicks and they are connected to their metrics on their terms,” said Williams. “Gamification is more than just an interactive KPI dashboard. It’s a tool that helps our employees own their performance.”

With Genesys gamification, employees stay engaged by giving out performance points, badges and awards that help agents keep track of their daily results and make necessary changes to reach objectives faster. In addition, Senske improved its schedule adherence through the adherence target feature because of its tight integration with Genesys Cloud™ schedules.

“Most employees aren’t intentionally missing time punches — they just get caught up in projects or other tasks,” concluded Williams. “With gamification, schedule adherence is more tangible to our employees. As a result, we spend less time as a management team tracking agents down to remind them about their breaks and fixing timecards. Most importantly, our employees are where they are supposed to be when they are supposed to be there.”