Page 4 - Telecom Reseller October-November 2016

4 Telecom Reseller
October/November 2016
Extreme Makeover: Gamification Changes the Face of Telecom Contact Centers
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In its heyday, the home improvement reality show Extreme Makeover: Home Edition was appointment TV. Ty Pennington and his crew
of exuberant carpenters, architects, contractors and designers would, in just a week, transform a worn-out house into an unbelievable dream home for a lucky family sent away on vacation. Witnessing the metamorphosis and marveling at the nal results (and the consequent
family hysteria) was always impressive and entertaining. ough not as speedy or likely
to incite tears of joy, gami cation’s impact on the contact center and greater organization is typically more resonant for several key reasons.
First, there’s a lot more to gami cation than is implied by the o -cited but inadequate de nition: “the use of game mechanics in non-game contexts.” Gartner research analyst Brian Burke’s is better: “the use of game mechanics and experience design to digitally engage and motivate people to achieve their goals.” Burke’s inclusion of the “digital” dimension embodies gami cation’s use of contemporary web application technology, big data and analytics, and user experience design and communications capabilities, which in aggregate, enable reliable, secure and exible enterprise-scale solutions and therefore the potential for broad, lasting impact.
Second, current gami cation platforms provide the scorekeeping apparatus (i.e., data
SALVATO
by Greg Salvato, CEO of TouchPoint One (www.TouchPointOne.com)
warehouse and business logic engine) to encode and align gami cation rules and objectives
with existing business performance goals or easily integrate with the telecom contact center’s existing measurement and assessment systems. is fundamental capability ensures that the performance objectives established for any gami cation initiative are completely consistent with the metrics used to measure success at the business level.
ird, gami cation solutions add value to and stimulate the meaningful use of social features, performance scorecards and analytics, data- driven incentive and recognition programs, collaboration, Voice of the Employee (VoE) channels and other enterprise systems through a wide array of game types and metaphors. ese inspire and align employees in di erent ways, cross-functionally and between operational levels.
But gami cation’s intrinsic allure may be
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