Metaphor Workforce Gamification: Simple as Child’s Play
There’s often resistance to deploying any new data-driven application. The anxiety is that there will be headaches and trauma associated with it. All the data mapping and validation and custom field development and so on. And while call center management is willing to endure that in order to create core WFM capabilities, they get a little skittish when we suggest they turn on Metaphor Workforce Gamification. There’s no doubt that they understand the value of Gamification in driving agent motivation and achievement. But, they think, it’s going to be too much work. Too much time spent putting it up. Too much trauma testing and adjusting the system until it works.
In fact, nothing can be further from the truth.
Gamification is even easier to use for your agents. When they log in to start their shift, their badges are displayed on their personal portal page. They’ll see three small icons: one gold, one silver and one bronze (or whatever you choose). Next to each icon is a number: the total number of times the agent has achieved that badge level for all the behaviors and performance you’re measuring. If the agent clicks on the badges, a box pops up showing the specific badge totals for each criterion. And agents receive a message through the portal each time they attain a new badge.
Truth be told, Metaphor Workforce Gamification is the poster child for “no-muss, no-fuss” implementation. It takes no more than an hour or two to define the thresholds and establish the rules.
And that means you’re gamified almost as soon as you flip the switch.
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