How Gamification Can Improve Scheduling

608

Scheduling is a vital part of contact centre operations, but it’s not always something agents feel engaged with.

By introducing gamification into the process, organizations can create a more interactive and rewarding experience, one that motivates agents while also driving better operational outcomes.

To find out more, we asked Victoria Piazza, Marketing Manager at MiaRec, to explain how gamification can be used to incentivize proactive schedule management.

Video: Incentivize Proactive Schedule Management With Gamification

Watch the video below to hear Victoria outline how gamification can be used to incentivize proactive schedule management:

With thanks to Victoria Piazza, Marketing Manager at MiaRec, for contributing to this video.

This video was originally published in our article ‘Is Your Scheduling in Need of an Overhaul? Try These 8 Top Tips’

★★★★★

What Gamification Looks Like in Scheduling

Gamification involves applying game-like mechanics to non-game activities, as Victoria explains:

“Introducing gamification into the scheduling process can transform it into a more engaging, and motivating, experience for agents.

By implementing a points-based system, where agents earn rewards for achieving scheduling related goals, such as completing tasks, or adhering to schedules, organizations can incentivize proactive schedule management.

Agents can earn points that can be redeemed for rewards like preferred shift choices, additional time off, or other incentives, creating a sense of accomplishment and recognition.”

In scheduling, this could mean awarding points for completing scheduling-related tasks, such as consistent adherence or successful shift-swaps. These points can then be exchanged for rewards, ranging from preferred shift times to additional time off.

Why It Works for Agents

Giving agents something to work towards builds a greater sense of involvement and personal investment.

“Gamification not only makes scheduling more interactive, and enjoyable, but also encourages agents to actively participate in optimizing workforce management practices, ultimately contributing to improved operational outcomes.”

When schedule management feels like a game – with clear goals and incentives – agents are more likely to take an active role, which leads to higher engagement and better adherence.

Benefits for the Business

This approach doesn’t just boost morale. Encouraging agents to proactively manage their own schedules supports smoother operations overall.

If you are looking for more great insights from the experts, check out these next:

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

Connect with Robyn on LinkedIn