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The Gamification of the Helpdesk

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One of the leading reasons why gamification works, and works quite well, is that it caters to a very human need – the need for recognition and a solid sense of accomplishment.

Many industries are beginning to “gamify” themselves to leverage this power in practical ways – industries like educationmarketing,healthmanufacturing - even environmental sustainability.

One industry segment which has begun to implement gamification is the support services industry.  Think “help desk.”  You know…those guys you call when you can’t get your computer connect to a network or your printer to print or your computer’s automatic cup holder to pop out. It turns out that the support services industry experiences a hight turnover rate.

To help curb the support agent burnout which leads inexorably to that high turnover rate, CRM analyst Lauren Carlson recommends a compellingly simple method of integrating gamification into CRM systems to boost help desk employee retention by providing them with a measurable sense of accomplishment.  By implementing a system of accomplishment metrics, leaderboards, and gamifying the training process, she argues, leverages the core pillars of gamification to help incentivize and energize support agents: measurable action, reputation, and incentives.

What’s your take on this? Could gamification lead to an overall better help desk experience for end users?

 

Image (C) - Dimitri N.

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  • http://twitter.com/SeminOzmorali Semin Ozmorali

    Good contact centers apply offline #gamification techniques already to combat agent burnout & promote performance. The tools, CRM, reporting are all there. Adding game elements on top of them would simply & perfectly complete this unfinished business.

  • http://twitter.com/SeminOzmorali Semin Ozmorali

    Good contact centers apply offline #gamification techniques already to combat agent burnout & promote performance. The tools, CRM, reporting are all there. Adding game elements on top of them would simply & perfectly complete this unfinished business.

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