New Year, New Me!

How To Reinvigorate your Team in 2022

 

Three, two, one, Happy New Year! Parties, champagne, kisses and the NYC ball drop signals the beginning of a new year and, for many, the beginning of (insert New Year’s resolution here). With little to no incentives to maintain the goals we set for ourselves; it is easy to see why resolutions fall by the wayside. Down from 43% in 2021, according to CBS News, only 29% of Americans stated that they were going to make New Year’s resolutions in 2022. With the myriad of disappointments that have come with a worldwide pandemic, how does one overcome the ruts that call center agents fall into when it comes to motivation and self-betterment? Reward incentives through gamification can make all the difference in achieving those KPI’s and maintaining agent moral. 

Managers often set lofty expectations at the beginning of every quarter. What begins as hopeful improvement becomes harder and harder for managers to maintain due to the high energy required to inspire agents to perform. With gamification features, agents can: 

• Be given KPI focused challenges and tasks set by management
• Compete against other coworkers in goal centered games 
• Win badges, coins and currency
• Build their own avatar 
• Shop in a digital marketplace

With all these possibilities, the contact center environment turns into a cavern of opportunity instead of a den of ambivalence.  

Consider for a moment the type of follow-up required by managers to inspire better performance from their agents. Running performance reports, recognizing high performers while also inspiring employees who are failing to reach goals and finding creative strategies on how to do that all accumulates into something that becomes far too much for any one manager to maintain.  

However, with gamification features, an agent can see their development right on their screen and be rewarded instantly! Popular rewards and incentives can include: 

• Gift Cards
• Additional PTO
• Company Swag
• Manager for a day
• Other exciting items

Your marketplace can include anything that fits within the parameters of your agent experience goals. 

This not only allows flexibility for a manager’s time, but also gives the agent immediate recognition for a job well done and according to Forrester, a lack of recognition is one of two major predictors of employee burnout. Gamification propels all agents in the direction consistent with KPI’s and company objectives while creating an enjoyable work environment that encourages longevity and better company culture. 

Exceed goals and finally fulfill New Year’s resolutions with gamification this year! By implementing gamification, agents feel a sense of motivation and self-expression that would otherwise fall short of key performance. Managers will benefit from gamification by building their agents, meeting goals and creating an inspiring work environment. Whatever your contact center goals are, gamification can make the difference in making this the best year yet!