Myth-busting Gamification in Today’s Contact Centers

Watch On-Demand

Organizations are increasingly turning to gamification to motivate, engage, and retain employees while building a positive company culture.  

But while gamification is a growing buzzword, not everyone has a grasp on what it is. Additionally, gamification has progressed well past the humble leaderboard on the wall, with technology offering a truly customized experience for organizations and employees. Yet 80% of gamification strategies will fail.

Watch our latest webinar to learn the truth behind the myths, and how your organization can implement a gamification strategy and turn it into a success story.

What we will cover:

Gamification 101: The true meaning of gamification in today’s contact centers
Why many gamification programs fail
Gamifying the entire employee experience across the lifecycle, the right way
Implementing a robust change management program

Myth-busting Gamification in Today’s Contact Centers

Watch Recording

Watch On-Demand

Organizations are increasingly turning to gamification to motivate, engage, and retain employees while building a positive company culture.  

Watch our latest webinar to learn the truth behind the myths, and how your organization can implement a gamification strategy and turn it into a success story.

What we will cover:

Gamification 101: The true meaning of gamification in today’s contact centers
Why many gamification programs fail
Gamifying the entire employee experience across the lifecycle, the right way
Implementing a robust change management program

Speakers

Corey Mustard

Solutions Consultant at Centrical

Myth-busting Gamification in Today’s Contact Centers

About Centrical

“CX leaders should stop isolating contact centers from other departments. Customer experience is increasingly cross-functional. In 2025, integrating CX insights across the organization will be critical to delivering seamless and cohesive experiences.”

“Knowledge Management: It is not exactly underrated but it will be bigger than what it is in 2025. Vendors are likely to boost R&D investment in knowledge management for contact centers in 2025.”

“Human-centered AI, where AI is used not just to automate and drop money to the bottom line, but used to service up insights to support team members and delight customers. I see generative AI with conversational context and tonal analysis as pretty critical here.”

“The myth that technology/AI is a quickly implemented CX superpower. Companies will realize that we can’t harness a lot of these gains without quality data that is clean and well-organized.”

“By 2025 the buzzword omnichannel may be on its’ last leg.  Customers want their issues resolved quickly and accurately and they would prefer not to need to contact us in multiple channels that we can see at one time.”

“For 2025, the main trend I’m watching is ‘AI agents’—bots powered by AI that are becoming more autonomous. Unlike basic responses, these AI agents can handle end-to-end customer interactions, reducing the need for human intervention. Expect significant developments from vendors.”

“Stop talking about AI. It’s like talking about the internet being a thing. It’s here. The better focus is start thinking about how AI enhances the lives of your team. So stop talking about AI and start doing something about it.”

“AI and CX will drive hyper-personalization, using consumer data to segment customers, deliver key messages, and provide fast, accurate responses. Technologies like chatbots and predictive analytics will close the gap between brands and consumers.”

One myth that will be debunked in 2025?: “Customers are on the edge of their seat waiting to hear what you have to say. We need to learn about what’s important to customers by asking more questions.”