In today’s digital world, customer service is increasingly becoming a decisive factor for the success of a company. Employee motivation plays a key role in providing an outstanding service. One concept that is gaining in importance is gamification. The majority of empirical studies dealing with gamification show that gamification has positive effects on a psychological and behavioural level (Hamari et al., 2014). This article examines the various facets of gamification in customer service and how it can motivate and train employees and ultimately strengthen customer loyalty.
Gamification in customer service: an introduction
Gamification is not a new concept, but its application in customer service is a relatively recent development. Essentially, gamification refers to the integration of game-like elements into non-game environments to increase participant engagement and motivation. In customer service, this can mean that employees receive playful incentives, such as rewards, points or rankings, for completing their tasks.
The advantages of gamification in customer service are manifold. On the one hand, it increases employee engagement by creating an entertaining and motivating working environment. It also helps to improve customer service quality, as motivated employees tend to perform better. Find out more in our blog post on Employee Experience.
Advantages of introducing gamification in the contact centre
The advantages of gamification can become particularly clear in the contact centre. By implementing playful elements, employees can be motivated to improve their performance and achieve their goals For example, employees could earn points by resolving customer queries quickly and effectively, or they could receive rewards when they receive positive customer reviews. This can have a positive impact on various aspects of contact centre operations, including employee motivation, reduction of training costs, transparency of incentive programmes and improvement of feedback processes.
The possibility of using gamification as a tool for further training also enables companies to continuously train their employees and keep their skills up to date. For example, training modules could be designed in the form of interactive games in which employees have to simulate challenging scenarios and apply their knowledge. For example, training modules could be designed in the form of interactive games in which employees have to simulate challenging scenarios and apply their knowledge.
