The spark behind our rebrand: Why gamification?
The heart of a successful contact center ultimately relies on agent engagement and the ability to deliver an exceptional customer experience. By adding gamification into Convoso’s platform, our system is able ensure a rise in agent engagement which in effect, enhances customer experience. Our “gamified” system implements “game-like” mechanics that allow managers to set custom KPIs and benchmarks for their team. Those KPIs and goals are then tracked and displayed (all in real-time) through leaderboards and other custom dashboards to provide transparency into the performance of each team and agent. Points, rewards, and badges, earned by meeting KPIs, completing missions, tests, challenges, or any custom campaign, are also used drive incentive and motivation. The added agent experience positively impacts the biggest and most prevalent contact center challenges such as: abundant agent turnover rates, and declining engagement levels (a common trend with teams that are predominantly “millennial”). The result: happier agents, happier managers, satisfied customers, and better businesses.
Overall, gamification is a great addition to any business. Studies across multiple industries have shown that the use of gamification results in a significant boost in a user’s overall motivation level. Implementing gamification among your employees allows for management to set new and achievable goals for your business. A happy and goal-orientated team is crucial to the development and success for not only the employees, but the business as a whole.
Post Rebrand: The Future and What’s next for Convoso?
Just like SafeSoft Solutions, Convoso vows to always offer superhero service to all our customers. The same superhero service that makes our company stand out from the crowd. We have a focused approach which allows Convoso to always stay ahead of the game as far as constantly giving our customers the best and most innovative solutions in the contact center industry.
In conclusion, I am extremely thankful for our gracious customers who’ve helped us dearly during this rebrand process. The feedback we received was truthful and extremely beneficial in delivering an innovative product that our employees will love working on and customers will love working with.
CEO & Co-Founder | Convoso (formerly SafeSoft Solutions)