Uptivity Debuts Contact Center Gamification Solution



Workforce optimization (WFO) solutions provider Uptivity, formerly CallCopy, has launched a gamification system as part of the Uptivity Discover Suite 5.3, the latest version of the company's WFO platform.

The gamification feature allows contact center leadership to create games and rewards that motivate high performance, engage agents and align contact center operations with organizational goals.

The company said that gamification has become widespread in the business world as companies recognize that the fun, competition and positive reinforcement of games can motivate employees to achieve their highest potential. While traditional performance goals can be vague or unimportant to employees, gamification builds a culture of achievement by providing measurable challenges and then acknowledging accomplishments in real-time, according to Uptivity.

Given the growing popularity of gamification and its results in business settings, a Gartner report projects that over 70 percent of Global 2000 corporations will have at least one gamified application by 2014.

The gamification system allows contact center leadership to customize performance games and recognize accomplishments with points. Each agent portal now features a gamification widget that displays the agent's achievements, a leaderboard and a list of available achievements. Managers can announce awards and game standings via email and the dashboard to keep agents engaged and motivated throughout their shifts.    

"By defining goals and recognizing accomplishments that impact the customer experience positively, our new gamification feature incentivizes agents to deliver exceptional customer service,” said Barry Knack, director of education at Uptivity, in a statement. "Particularly for Millennials who grew up with digital gaming, this is a tool that can boost morale, engagement and motivation.">

Because the gamification feature is part of the unified WFO platform, managers can create games that incorporate performance data from quality assurance (QA), customer surveys, workforce management (WFM), and training. Games can be designed for individual agents or teams, and achievements can be automated or awarded manually.

The gamification system is also fully integrated with an ad hoc reporting tool. Managers can generate reports on game achievement alongside data on QA scores, customer satisfaction surveys, speech analytics and call recordings in order to evaluate how gamification is affecting employee performance.