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.
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