Contact centres are ignoring frontline staff

A new survey has revealed that only 12% of companies actively solicit ideas from frontline employees.

Whilst it is generally acknowledged that organisations using gamification experience higher levels of performance, NICE Systems has found that the majority of companies do not use collaboration or gamification to improve employee engagement.

The results of the benchmark study, drawn from more than 130 different companies, also revealed that less than one third set daily or weekly performance goals.

Technologies such as gamification can be applied to focus the frontline every day. Yet NICE found that two in three companies ran contests less than once per month.

In addition, it was revealed that:

• Gaming mechanics are used infrequently, with only 31% of companies exploring some form of digital reward
• The most common rewards used in contests and competitions are trophies (78%) and financial incentives (57%)

“Employee engagement is a prerequisite to delivering an exceptional customer experience,” said Yochai Rozenblat, President of the NICE Enterprise Group.

“Other research has shown that service workers are the only type of employees that are less engaged today than they were three years ago,” continued Yochai Rozenblat. “In order to remedy this, organisations should introduce bottom-up strategies like collaboration and gamification, both of which are included in our recently launched NICE Performance Management v6.2 solution. We believe our solution can help companies gain a competitive edge in the market.”

References:

To learn more about NICE Performance Management, see NICE System’s website.

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