Engage and motivate employees with gamification

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Gamification
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Inspire your teams to perform better

Improve performance when it matters most

Empower your agents and managers with the insight needed to surpass performance goals in real time. Inspire employees to focus their efforts on driving results.

Make work fun for employees

Motivate employees with a fun and interactive environment. Gamification in the workplace encourages users to manage their KPIs and enjoy engaging with peers.

Use your data to plan ahead

Make data-driven business decisions based on in-depth analytics. Gain agent-level insights to build dynamic employee goals. Track trends to avoid potential attrition risks.

Bring game elements to the real world

Performance scorecards

Give employees visibility into their performance so they can see how it compares against personal goals and overall team efficiency. Allow them to drive improvements as individuals and team players.

Manager dashboards

Ditch the tedious work of reporting and data aggregation. Artificial intelligence (AI)-powered tools clean up your data and put it into usable dashboards. This lets managers track individual and team performance in real time.

Leaderboards

Set custom or standard metrics to measure agent performance in real time. As data is visualised on shared leaderboards, employees can earn points and recognition, individually and on teams.

Personalised development hub

Don’t just show performance; empower employees with the tools to improve. A single view lets them manage their performance, and access assigned learning content and upcoming coaching sessions.

TAP into employees’ natural motivation with gamification

Competition is a natural motivator. But it’s not the only thing that can improve employee performance. Humans also thrive on collaboration, achievement and recognition. Gamification in the workplace transforms the day-to-day employee experience by using these factors.

The evolving world of remote work is inspiring a new type of management. It’s time to rethink how you manage employee performance and KPIs. Gamification lets you upgrade agents’ ordinary activities with entertaining game mechanics, social media concepts and machine learning. No matter where agents are located, fostering a highly engaged team boosts their collective morale. And that translates into greater operational efficiency and empathetic customer care.

13.7%

of CX leaders plan to add gamification or competitions to improve performance

“Customer Engagement Transformation: 2020-21 Research Study,” Metrigy, 2021

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Transform the contact centre employee experience

Give users a new perspective on meeting KPIs. Genesys lets you enhance visibility into daily objectives while empowering employees to self-manage, enjoy their work and encourage colleagues to excel. Built into the Genesys Cloud CX™ platform, gamification unlocks intrinsic motivations that don’t depend on rewards or deadlines. Instead, you can focus on agent behavior and ways to work with those behaviors to enhance performance. Plus, it’s intuitive and easy to use.

Modernise performance management with embedded gamification

Gamified performance scorecards and leaderboards automatically consolidate key metrics from across the contact centre in real time. Our unique point system scores employee performance to provide actionable insights. With native gamification built right into your Contact Centre as a Service platform, it’s easier than ever to continually improve performance.

Create a culture of continuous improvement in your work environment

Gamified performance is accessible through the agent’s personalized activity view, which provides single-click access to everything needed to surpass performance objectives. A consolidated hub for performance, learning and training empowers agents with crucial insights and resources to reach their goals.

Level up your agent experience

Make work fun for your employees. Use game design dynamics to encourage agents to improve performance. Award points and other reward systems to show off agent achievements and promote greater teamwork — all in the same interface employees use to interact with customers.

Encourage friendly competition

Use the power of competition to improve employee engagement. Gamification strategies will help your employees achieve both short- and long-term goals. Witness the cumulative effect as increased engagement extends from individual shifts to overall annual performance.

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. Gamification in Genesys Cloud CX is more than just an interactive KPI dashboard. It’s a tool that helps our employees own their performance.

— Charles Williams, Call Center Manager, Senske Services

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Redefine the agent journey with CX gamification

An engaged workforce improves customer satisfaction. Eliminate the performance challenges that come with a disengaged workforce. And give your managers a comprehensive view and understanding of their agents. Inspire and engage your team with the native contact center gamification of Genesys Cloud CX. Schedule a demo to see how gamified performance scorecards, leaderboards and social media concepts can help your business.

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Every year, Genesys® orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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