Gamification Revs Up Employee Engagement and Business Performance in Contact Centers

Greg Salvato

Employee engagement is widely recognized as essential to high performance cultures. In fact, research from Gallup reports that companies with highly engaged workforces outperform their peers by 147% in earnings per share and enjoy 25-65% less turnover and 37% less absenteeism, among a variety of other benefits.  But a recent article by Josh Bersin, drawing from new studies at Deloitte, explains that “while 90 percent of executives understand the importance of employee engagement, fewer than 50 percent understand how to effectively address this issue.”

There are a variety of factors and trends, some old – some new, which influence the degree of engagement currently exhibited by employees within all types of organizations – and there’s no question that contact centers are uniquely challenged by them. One approach that is demonstrating measurable effectiveness in driving employee engagement to greater levels while simultaneously helping contact center organizations meet the unique demands of a modern workforce is gamification.

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