Workplace Gamification @ Contact Center 101 - 11 July 2017

Workplace Gamification @ Contact Center

Objective /Benefits



This is an introductory workshop for contact centers to learn about gamification and how it can improve agent engagement in general and to achieve many more specific benefits, such as improving adherence to scripts, raising closing rates for sales and collection activities, reducing risks by improving compliance with disclosure requirements, and reducing the onboarding time for new agents by making training more effective. 





Employee engagement is a persistent problem at contact centers, as evidenced by high employee attrition rates. Signs that contact center agents are not engaged in their work include:


> Flat or declining sales
> High abandon rates
> Increased customer service complaints
> Increased compliance violations





With properly designed gamification strategy, gamification can be used to achieve the following business goals:      

> Reduce absenteeism 
> Increase adherence
> Reduce attrition
> Reduce onboarding timeframe
> Reach contact center KPIs
> Incentivize quality calls and sales
> Improve employee engagement
> Map the path to career success



Learn to engage with employees using gamification techniques to make the working environment more enjoyable, exciting, and purposeful.



Contact Center General Managers, Senior VPs, VPs, Directors and Senior Managers of the following areas:

> Human Resource
> Recruitment
> Human Capital Management
> Talent Management
> Employee Engagement
> Employee Experience
> Organizational Development
> Learning & Development
> Training & Development
> Talent Acquisition
> Talent Development
> Compensation & Benefits




We are proud to present our gamification workshops that are now endorsed by the International Gamification Confederation (GamFed), which reviewed and determined the best practices of gamification to be applied in specific areas of HR. We have trained and developed our trainers using frameworks that were designed from the world top gamification gurus like Yu-Kai Chou, An Coppens, Andrzej Marczewski, Pete Jenkins and much more to ensure the content delivered is aligned with international best practices and standard.





> Advanced Workplace Gamification & Behavioral Design for Contact Center

> Gamification in HR
> Gamification for Managers


how me more!


Program Outline

Day 1

Session 1: Integrating Gaming Elements into Contact Center Work Processes

·      Workshop Objectives

·      What Gamification is all about

·      Gallup’s Study and Findings


Session 2: Successes & Setbacks

·      Group Activity 1: What can Gamification drives in the Contact Center?

o   Improve Average Handling Time & First Call Resolution

o   Reduce Adherence & Absenteeism

·      Group Activity 2: Identify success stories

·      Global Trend in Contact Center Gamification Implementation

·      Avoid these Contact Center Gamification Pitfalls

·      Group Activity 3: Identify Your Challenges when Implementing Gamification at work


Session 3: Gamification Framework that Drives Performance and Productivity

·      Finding the right motivators: Personalize It

·      Human Motivational Framework Overview

·      Group Activity 4: Impact of real time feedback/ Addressing weakness of manual gamification


Session 4: Sneak Preview: Getting Started with Gamification @ Your Contact Center

·      Group Activity 5: Existing Contact Center Processes

·      A practical Gamification Process Flowchart

·      Questions & Answers


Vigneswaran Applasamy

Vigneswaran is currently actively involved in developing Gamification training materials in collaboration with Orlig, who are pioneering a paradigm shift in the working environment at call centers where their influence stretches beyond national boundaries through the incorporation of Contact Center Gamification on Cloud. This indirect approach will contribute positively on issues such as staff absenteeism, attrition, engagement, and motivation which has plagued, not only this particular industry, lies a fundamental challenge to numerous organizations.


He is a Certified HRDF Trainer and also accredited by Harrison Assessment in Employee Development, and attended Gamification and Behavioural Design workshop by Yu-kai Chou.


Elsie Mak


Elsie is currently involved in developing workplace gamification training modules for employee and learner engagement in collaboration with Orlig, a leading contact centre gamification solutions provider. She has attended Gamification and Behavioural Design Workshop by An Coppens, a leading expert in Gamification design and recognized HR technology Visionary.

Elsie is certified in Thomas International Management Systems (Personality Profiling and Human Job Analysis), Harrison Assessments, Global Leadership Inventory, Competency Based Behavioral Interviewing and DDI Success Profile Card Sort Analyst.

Elsie has facilitated workshops for Contact Center Managers, Team Leaders and front-liners in applying effective collaboration, motivation and engagement strategies to drive team performance. She adds value to her audience from the Financial Services, FMCG, Outsourced Contact Center Services In-House Contact Center for Global Shared Services via applications of innovative and impactful best practices.