Using game mechanics motivates and engages call centre employees seamlessly while aligning employee behaviours to company goals — which results in improved employee retention, performance, customer satisfaction and profitability. 

There is no doubt employee engagement has never been a higher business priority—especially for contact centers. The necessity to quickly move from a primarily on-premises to remote workforce due to COVID-19 caught many companies off-guard.

2021 was our year for Unlocking Opportunities. Doing more of what we do well is a great opportunity that we don’t always fully exploit. One of the most valuable things we can do is put time aside to reflect on what has gone well. When things go wrong we are quick to review, so that we can learn from our mistakes. We are not so good at learning from our successes. If we can repeat and build on our successes then that has to be a good thing. As we come to the end of 2021 it is time to look back on what we have done well, so that in 2022 we can do it again only better.