17 May 2018

How Gamification Supercharges Employee Performance in the Contact Center

Written by Danielle Wong, Posted in Contact Center, Unified Communications, ComputerTalk

First thing’s first: What is gamification?

According to Gartner, "gamification is the use of game mechanics to drive engagement in non-game business scenarios and to change behaviors in a target audience to achieve business outcomes." By applying activities and this game thinking methodology to the workplace, this can lead to greater contact center results, benefitting both employees and the organization itself. Through leaderboards, points, challenges, and incentives, gamification can help motivate and engage contact center users. For users to be successful in their role, employee motivation is a crucial component to deliver the best experience for their customers.

What is the value of implementing gamification in your contact center?

When implementing new strategies in organizations, the questions always asked are: Is it worth it and how will we measure success? To determine the return on investment, gamification involves tracking key performance indicators (KPIs) of contact center employees during their shifts. Some examples of KPIs that are measured include the average time contacts spend in queue, the average speed of answer, first contact resolution, total call duration, etc. These KPIs differ from organization to organization, but the metrics are utilized to motivate agents to improve performance by reaching goals and competing against each other.

How will this benefit the organization?

One of the benefits of implementing a gamification strategy in your contact center is improved employee performance. If agents perform well, then the company performs well. Consequently, this leads to organizational growth with their people, products, and service.

30 May 2013

WEBINAR: Connecting the Dots in your UC Strategy

Written by Martin Borowski, Posted in Contact Center, Lync, Unified Communications, ComputerTalk, Technology

  Our Blog

WEBINAR: Connecting the Dots in your UC Strategy

Date: Thursday June 20, 2013
Time: 1 PM (EST) / 10AM (PST) / 6PM (UTC)
Duration: 1 Hour

Register Now


We are all experiencing it. Microsoft Lync is taking the Unified Communications space by storm!

Looking to generate more productivity through enhanced mobility and better response time? With the emergence of Lync 2013, learn how Lync can be your productivity driver as you implement your Unified Communication Strategy this year.

Looking to move your Contact Center to Lync? Learn how your Contact Center can leverage Lync and how ComputerTalk’s award-winning ice platform can make your life easier as you migrate your call center to Lync.

Looking to provide a better user experience to your end users? Learn how Jabra is able to radically improve the comfort and the quality of your users interactions with your most important assets… your customers.  

Join us for an interactive webinar that will help you figure out the next steps – from where you are to a full UC solution, providing information on the software and hardware you’ll need to ensure the users get the best possible experience.


What attendees will learn

  • A deep dive within Lync 2013, the new UC solution enabling all communications and collaboration applications with Lync expert Alla Burdo, Microsoft technology strategist
  • Adding contact center to the Lync stack with Rija Raharinosy, ComputerTalk's VP, Strategic Sales & Global Alliance
  • User-focused devices that will complete your unified communications experience with Bob Knepp, Jabra Business Development Manager.

Who should attend

  • VP of IT, CIOs, CTOs, and IT/Telecom Managers
  • Contact center management staff responsible for communication services
  • Contact center technical staff
    supporting communication network



Alla Burdo
Technology Strategist,
  Rija Raharinosy

Rija Raharinosy
VP Global Alliance and Solution Sales,

Bob Knepp
Business Solutions
Strategic Alliance Manager, Jabra

All attendees are automatically entered into a raffle. There are three raffle prizes to be won.

Start or accelerate your journey by registering today!

Interested, but can't attend? Register anyway and we'll send you the recording. Please forward this to colleagues who might be interested.

Register Now

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