SINGAPORE, Nov. 26, 2014 /PRNewswire/ -- Gamification uses game mechanics and game design techniques to create a game like experience while achieving work goals. The main purpose is to make work more appealing, motivating and fun while working towards tight deadlines and targets.
The question of course is - how does this make sense in a call center environment?
Call centers often employ young employees and have problems with staff retention. Anything that makes the work environment more "fun", based on an interaction similar to what young employees are used to in the virtual world, results in increased motivation and employee loyalty.
This can be done using the Collab 2.5 suite - OneContact and OneWorkforce - which makes possible a total call center workforce optimisation process starting with Quality Monitoring and Workforce Management, and continuing with E-Learning.
The Collab approach is to have three different types of events: Quests, Challenges and Achievements, each one serving a different purpose.
Collab's OneContact solution is a multimedia call center software solution, offering complete and integrated communications management for call centers, including voice, video, email, instant messaging and social networks.
Hear more about how gamification can help your call center at Call Center Week Philippines where Collab is Technology Innovation Partner! Call Center Week Philippines takes place 2 – 5 December 2014 in Manila. Visit www.callcentersph.com for full information about registering a place.
About Collab
www.collab.com is a dynamic company founded in 2003 by experienced call center technology professionals that is part of Novabase IT group.
About Call Center Week Philippines