Let’s start with a question – do you like video games? Most people do and for good reason. Whether you’re into Tetris or Grand Theft Auto, when you break down these games to their cores, what you’re left with are lines of code.

What is it that transforms this code into an experience that’s not just engaging, but downright fun? That’s the magic of game design – and we can capture those same elements by gamifying our contact centres. Because when our agents are happy, motivated and engaged, they provide a better service to our customers, which leads to a more successful business.

Read more

This article was first published in the 2024 Best Practice Guide - Shaping the Future

To download a full digital copy of the Best Practice Guide, click here.