Uptivity (formerly CallCopy), a provider of workforce optimization (WFO) solutions, has added gamification to its Discover Suite 5.3, the latest version of its WFO platform, allowing contact center leadership to create games and rewards that motivate high performance, engage agents, and align contact center operations with organizational goals.
Discover's 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.
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), training and other components of Discover. 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 Discover's ad hoc reporting tool. Managers can generate reports on game achievement alongside data on QA scores, customer satisfaction surveys, speech analytics, and call recordings to evaluate how gamification is affecting employee performance.
"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 tool was built in-house, the management tools, achievement widget and achievement data are truly integrated with the interface and reporting capabilities of Discover," added Knack. "Uptivity's gamification tool was designed and built specifically for contact centers with the ultimate goal of improving the customer experience by improving agent performance."