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We’re just getting started with gamification. Can you provide some best practices to help us get our program off to a good start?

Question:

We’re just getting started with gamification. Can you provide some best practices to help us get our program off to a good start?

Answer:

Gamification enables administrators to incorporate gaming methods and techniques systemically in business applications and processes to enhance or improve agent performance, motivate and drive the behaviors to sustain performance, and provide recognition and/or awards for goal achievement. In a contact center, gamification elements can be used to create challenges or contests centered on adherence, quality, or improving the customer experience, for example, and then award or assign points and rewards based on employee performance, skill proficiencies, and/or demonstrated subject matter expertise. Companies need to appreciate however, that there truly is behavioral science behind gamification concepts, just as there is also an art to the techniques that make the games compelling and engaging. As with most applications, best practices are essential for the success of the initiative. Here is a high-level of summary of best practices that DMG recommends for getting started with gamification.

  1. Create a balanced scoring and rewards system – be sure to motivate the right behaviors
  2. Diversify the incentives – use a variety of incentives to reach many employees
  3. Use fair and understandable metrics – all employees must know how to earn rewards
  4. Level the playing field – ensure that all employees have as much chance of achieving rewards and recognition
  5. Sell the program to employees – instruct all employees on how to win rewards, and be clear about the behaviors that are being motivated
  6. Train employees – even if you think the program is intuitive, roll it out with training to level the playing field
  7. Keep employees informed about their progress on a real-time and continuous basis – to keep employees engaged in the process
  8. Offer tangible and monetary rewards – tangible rewards typically drive performance
  9. Update rewards continuously – people get bored and business needs change, so keep the program current and relevant.
  10. Audit the program – review the effectiveness of the program on an ongoing basis.