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  • 1.  Gamification Best Practices

    Posted 08-11-2023 11:47

    Hello,

    We're just starting out with gamification. What are some best practices that have been found? How many metrics seem to be ideal? What metrics have been found to be the most common/most helpful?

    Thank you,

    Gina


    #Gamification

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    Gina Foran
    Henry Ford Health
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  • 2.  RE: Gamification Best Practices

    Posted 08-15-2023 08:28

    Hey Gina-
    We just started to use it too.  Right now we have it set up/turned on without the agent permissions on.  This way we can monitor the point allocations we came up with to see if they will work.  

    Here is a post where I asked a few questions,  https://community.genesys.com/discussion/gamification-questions-roadmap 
    There is a video embedded in this post that was helpful https://community.genesys.com/viewdocument/gamification?CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=librarydocuments

    Cress



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    Cressida Gioiella
    Massachusetts Mutual Life Insurance Company
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    Original Message


  • 3.  RE: Gamification Best Practices

    Posted 08-24-2023 09:45

    Hello Gina and Cressida, great question and feedback.

    Let me share 3 Gamification best practices that I've learned from working with a variety of customers over the past 5+ years.

    1. Make it meaningful: Seems obvious but it's a really important aspect to consider in order to get the most engagement from your audience. The gamification scorecard needs to offer a 360 view into the agent's performance and display results for all the relevant metrics your agents are measured on. An operational best practice is to measure agent performance on 5 to 7 metrics (How many metrics is ideal?) Of course, this is variable based on the nature of your center but can be used a good guideline. The most important aspect is to make sur to capture all the relevant metrics for your agents to monitor in one scorecard throughout the day. GC offers 15 metrics available to configure in the gamification profiles. In addition, you can import external metrics from 3rd party platforms such as Sales results (for example). 
    2. Get creative with the gamification profiles: Create different profiles for onboarding new agents: Using the same metrics as the "regular" profile, you can have wider targets for the first few months in production. Wider ranges will motivate new agents to start scoring points as they go through their learning curve. Some customers have multiple onboarding profiles; Weeks 1 to 4, Weeks 5 to 10, etc... until agents are ready to graduate to the regular profile. You can apply this concept to other profiles, for example, different types of agents such as Part-timers and Weekend staff. 
    3. Celebrate top performers: Leaderboards and Supervisor Insight offer full visibility into your agent's performance and allow leaders to quickly determine top performers by overall performance or for each metric. A good practice is to leverage this information to enhance your 1:1 sessions with encouragement and feedback. The leaderboard ranking can also be used for your internal recognition programs. You want to go even further ? The GC gamification API also offer full access to all the gamification results, allowing you to create your own analysis and comparison (Ex: Best month over month improvement).

    Here are a few links to the resource center:

    https://help.mypurecloud.com/articles/about-gamification/

    https://help.mypurecloud.com/articles/configure-external-metrics-for-performance-scorecards/

    https://help.mypurecloud.com/articles/gamification-profiles-overview/

    https://developer.genesys.cloud/useragentman/gamification/

    I hope this helps, comments and feedback are always welcome.

    Pascal



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    Pascal Leclerc
    Global WEM Customer Experience Leader
    Genesys - Employees
    Canada
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    Original Message


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