To keep healthy competition between the customer service agents and to keep their work fun, gamification was introduced. Gamification is when there is a competition between agents to see who responds to cases faster while getting good feedback from the customers about their support. The managers can keep their employees motivated in this way.
It has its advantages but at the same time, if not managed properly, it can create rivalry between agents which can be really destructive for the company. Rather than motivating them, it can also demotivate them, if they are not competing in a healthy way.
Learn more about Gamification in LiveAgent
Gamification is the application of game mechanics or elements to non-game activities. These can be, for example, customer service, marketing, education or sales. Typically, it aims to generate greater engagement and interest from customers or employees. It all depends on how and for what purpose it will be used.
Gamification allows you to increase the involvement of agents, promote healthy competition in the department and teams, and increase productivity and willingness to act. It allows you to appreciate your team, thanks to which they are more motivated, and it also brings variety in the daily work in customer service, which can be monotonous and very repetitive.
In LiveAgent you have gamification features to support you in praise and motivation, as well as keep you entertained and teamwork. LiveAgent offers rewards and badges based on activity in the last 7 days. However, you can also customize your own suggestions. LiveAgent offers badges for agents who, for example, send the most tickets, take the longest breaks, receive the most negative reviews, or react the fastest to calls.
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