Workforce Management Featured Article
TouchPoint One Brings Basketball to Contact Center Performance Challenge
People all over the world are game-oriented, whether it’s immersive MMORPG games from a home e-sports setup, to a simple word game on the smartphone (see: Wordle). Simply put, video games are the way many people relax and distract themselves from the grind of ordinary life. So why shouldn’t the fun be included in employee engagement platforms?
Many workforce solutions providers are embracing the concept of “gamification” by making their platforms more engaging for workers. Gamification is about connection, commitment, and culture—fundamental principles of effective performance management. Employees find that gamification makes them feel more productive and happier at work, leading to better business outcomes. In addition, by adding fun to daily tasks and fostering engagement throughout the organization, gamification improves sales, attendance, quality, CSAT, retention, and so much more.
TouchPoint One, a provider of performance management and employee engagement solutions for contact centers, announced details for A-GAME Hoops 2022, the basketball-themed version of its A-GAME Leagues Contact Center Performance Challenge. A-GAME uses sports tournaments, island-hopping expeditions, medieval quests, and other themes to transform large, diverse customer contact operations into aligned, engaged, performance leaders. Hoops 2022 first-round action begins March 21 and culminates in enterprise title championships scheduled throughout April and May.
"A-GAME Hoops is back for 2022 to energize teams and boost contact center performance like never before," said Greg Salvato, CEO of TouchPoint One. "This year's Hoops theme is based on the inspiring quote from Boston Celtics legend, Bill Russell – ‘What distinguishes a great player is his presence. When he goes on to the court, his presence dominates the atmosphere.’”
Salvato notes every member of the customer contact workforce has a role to play in creating an atmosphere where CX, EX, and business excellence can thrive. Most gamification solutions, however, exclude senior leadership entirely from the action.
“With A-GAME Leagues, senior management draft their own fantasy teams to directly connect, mentor, and inspire agent players just like supervisors,” noted Salvato. “A-GAME Leagues facilitates senior management presence and senior management greatness."
Edited by Luke Bellos
