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Ask the Experts
What is gamification and how is it relevant for contact center environments?
DMG defines gamification as the process of incorporating gaming methods and techniques into business applications and processes to accelerate adoption, promote user engagement, and drive ideal behaviors by making the user experience fun, motivating and rewarding. In essence, gamification mimics the instant gratification and reward system inherent in gaming devices, and applies it to real-life business situations to improve productivity, enhance performance, increase sales, etc. Gamification is starting to become an accepted business practice in the contact center arena.
DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics. Learn more at www.dmgconsult.com.