Wallboards for Amazon Connect - OMNINGAGE

Make life fun
Gamification is a technique where aspects of game playing, such as awarding scores, facilitating competition etc. are applied to non-gaming contexts, such as "work".

The contact centre industry is driven by statistics. Statistics are used to measure every aspect of agents' behaviour. They are often published for all staff on see on Wallboards for Amazon Connect. It's not a major conceptual leap to turn the statistics you want to see more of into the "score" of a game.

Gamification in Contact Centre

Computer gaming has boomed in the past 20 years because players get instant feedback on what they do, instant recognition of their success and the chance to achieve mastery.

These principles can be applied to a contact centre even without a gamification solution.

Agents can use their dashboards to track their own performance. They can be given incentives based on productivity and quality KPIs to compete with themselves or their colleagues. Gamification can be applied to training. Knowledge tests can be turned into competitive team-based quizzes.

If technology, such as agent desktops or dashboards for Amazon Connect can be used to make the employee experience less stressful and more rewarding, this will help to give staff more of a reason to stay than to leave.