Gamification, when done well, provides short-term motivation by tapping into employees’ natural competitiveness and desire for recognition. Here are its features and their specific benefits: GAMIFICATION... PROVIDES SHORT-TERM MOTIVATION BY TAPPING INTO EMPLOYEES’ NATURAL COMPETITIVENESS AND DESIRE FOR RECOGNITION.
GAMIFICATION
BY SHANE DEVITT, CONTACTCENTERPRO CONSULTING
ILLUSTRATION PROVIDED BY ADOBE IMAGES
GAMIFICATION OR GIMMICK?
CAN GAMIFICATION TRULY ENHANCE PERFORMANCE?
Gamification has been one of the most talked-about trends in the contact center industry over the last decade. At its core, the idea is simple: take elements from playing classic games, like the points, leaderboards, challenges, and rewards, and apply them to the workplace to boost motivation and engagement.
The theory is enticing: if employees enjoy the process of working, they’ ll be more productive, engaged, and committed.
However, the execution of gamification in contact centers varies wildly. In some organizations, it genuinely drives better performance and engagement. In others, it feels more like a thinly veiled attempt to push employees harder under the disguise of“ fun.”
So, is gamification a game-changer or just another corporate gimmick? Let’ s break it down.
THE PROS: WHEN GAMIFICATION WORKS 1. BOOSTS ENGAGEMENT AND MOTIVATION
Many contact centers struggle with disengagement, repetitive tasks, high stress, and demanding customers take their toll.
Gamification, when done well, provides short-term motivation by tapping into employees’ natural competitiveness and desire for recognition. Here are its features and their specific benefits: GAMIFICATION... PROVIDES SHORT-TERM MOTIVATION BY TAPPING INTO EMPLOYEES’ NATURAL COMPETITIVENESS AND DESIRE FOR RECOGNITION.
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