We’re all aware of the addictive nature of gaming. Even the simplest of the games bring out the fiercest competitive side of our personalities.
At Capita, we wanted to find a way to channel this competitive spirit in a constructive way and apply it to non-gaming activities of customer contact agents to achieve higher customer satisfaction, increased employee engagement, and enhanced productivity.
Capita’s contact agent gamification dashboard applies gaming elements like points, tiers, levels, badges, rewards, stories, characters and achievements to regular activities to make them more interesting and fun.
It uses simple elements—like a smiley face—to clearly display if a customer interaction has been good, average or poor. A chain of positive smileys leads to instant rewards for the agent and a higher rank in the “game”. The best part is that gamification can be applied to any industry, or any activity, in which people are engaged and it could drive higher efficiency and improve KPIs.