SPLICE Software Discusses How Gamification Strengthens the Workforce

People use their computers and mobile devices for all kinds of purposes these days—and that includes playing games. So how can companies take technologies that are used so heavily for gaming by some, and for conducting business by others, and merge the two in a way that fosters increased employee engagement and performance?

In a word: gamification. TMCnet had the opportunity to speak with Tara Kelly (News - Alert), president and CEO of SPLICE Software, a company that specializes in gamification solutions for the workplace, to learn more about how this workforce strategy really works.

TMCnet: To start, can you tell me a little bit about SPLICE Software as a company? What did SPLICE set out to accomplish for businesses and their employees when it began?

Tara Kelly: The inspiration for SPLICE came from a negative experience I once had as a customer with a company that had my data and used it badly. Even though the experience was not a good one, it made me realize how much potential there was for a company to do better, and we set out to create SPLICE to give our customers the tools to deliver a superior experience to their customers. The human voice is so powerful, and these days, customer data is ubiquitous. By using common sense to apply the data that we now have at our fingertips, we can create a customer experience that has contextual relevancy and adds value for both the company that is reaching out and the customers who receive the messages.

TMCnet: What was the inspiration for use of gamification in the workplace? How do you “gamify” something while still ensuring workplace productivity?

Kelly: Gamification harnesses the power of the crowd and leverages people’s natural competitive drive to deliver results in the workplace. Friendly competition is a great way to get a team motivated, and when everyone can see what’s happening in real time, it creates synergies across the workplace. Far from being a distraction from productive tasks, gamification can significantly amplify performance.

TMCnet: Can your gamification solution be used by companies across different industries? What kinds of industries do you see the biggest response from with this solution?

Kelly: SPLICE Software’s gamification solution can be used in any industry that tracks real-time results. It’s best suited for companies with large groups and also those with multiple locations. There’s an API, so companies can implement a gamification solution on a regional basis. The ideal application is for a gamification scenario where employees are engaged in activities that affect from three to five performance metrics. If you try to track too many key performance indicators, it takes the focus away from the core few that employees should concentrate on to drive results. 

TMCnet: How does the quantitative metrics management part of the solution help supervisors and their employees? What kinds of information does it provide, and how can that information be used?

Kelly: One of the primary benefits is that employees and managers can see the data in real time with a graphic overlay. Being able to visualize data is a huge asset to supervisors and staff – it gives them an instant overview of their status. To get the best results, it’s best to choose a limited number of key performance indicators to gamify and then track them in real time, allowing supervisors and staff alike to see aggregate numbers and track progress on a graphic display. They can use the data this generates to adjust strategies on the fly or focus more on the types of offers that deliver the best results.

TMCnet: SPLICE’s Leader Board can additionally help boost employee engagement as they work with customers. How does it work?

Kelly: Our clients have had great results when they pick the performance metrics that have a huge impact on customer outreach and customer satisfaction and introduce a little friendly competition among team members to increase employee engagement. We have customers who have sparked competition among employees across locations to generate the most customer consent agreements, and not only did the retailer significantly improve customer consent metrics, employees felt less isolated because they could follow team activities, and they felt more empowered when they saw the impact their activities were having.

TMCnet: Looking ahead, where do you see gamification making the biggest impact? What direction do you see for this type of solution as part of the workforce of tomorrow?

Kelly: Gamification is a strong workforce trend right now, but I see it becoming even more of an integral part of operations in the future. Gamification is still a relatively recent development, but it delivers measurable results, including heightened engagement, so I think it will continue to grow. One aspect of gamification that might not have been as clear up front to the companies that have adopted it is its ability to improve teamwork and make individual employees feel like a part of something larger than themselves. I expect future iterations of gamification will infuse brand values to a greater degree and become more creative and playful. In the final analysis, gamification is about having fun and generating value, so I expect to see more companies embrace it.

Edited by Stefania Viscusi

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