We Stay on the Cutting Edge

Convergent is pleased to incorporate gamification into our CEScore contact center performance management system in order to boost employee engagement, reduce attrition, improve business results and enhance the customer experience.

What Is Gamification?

According to the Gartner Group: Gamification is the concept of applying game mechanics and game design techniques to engage and motivate people to achieve their goals. Gamification taps into the basic desires and needs of the users’ impulses which revolve around the ideas of status and achievement.

Gamification helps contact centers keep employees engaged in their work and happier on the job, which shines through during customer service calls. The use of games to improve performance is particularly popular with millennials, who are accustomed to interactivity, seek challenges and are motivated by positive feedback.

How Does Gamification Benefit Clients?

Convergent’s well-designed gamification modules are incorporated into our CEScore performance management system to help improve a full range of key performance indicators (KPIs) relevant to our clients’ businesses. This leads to:

  • Improved business results
  • Improved employee engagement/experience
  • Enhanced customer experience
  • Increased employee motivation
  • Increased employee loyalty (reduce turnover)
  • Increased social/business interactionImproved competitive advantage
Game Example: A-GAME Performance Football Challenge

An enhancement to the CEScore system, A-GAME leverages structured individual and team-level competition to produce significant, measurable improvements in KPIs such as attendance, retention, schedule adherence, utilization, sales/collections and employee engagement as well as customer experience metrics.

A-GAME coincides with NFL schedule and is based on the rules of football. Each team is made up of a supervisor and agents from each project. Employees compete against each other for bragging rights, prizes, bonuses and more. Points are earned based on each agent’s performance.

Each week supervisors make up a roster and compete for scores to see who will win. At the end of the season, the top teams compete in the playoffs where the winners are presented with trophies.

Watch our video to see how A-GAME engages and motivates Convergent employees.

For more information on CEScore and other Convergent advantages, please Contact Us