Gamification has become widespread in the business world as companies recognize that the fun, competition and positive reinforcement of games can motivate employees to achieve their highest potential.

I grew up with a brother who loved video games. Through him, I was exposed to the world of Duck Hunt, Capcom vs SNK, and the Legend of Zelda. I used to play Sims on my home computer, sucking up all ...

It’s no secret that contact center agents can have thankless jobs. They spend their days dealing with other people’s problems, and satisfying customer demands is constantly becoming more difficult.

Taking the agents’ point of view, working at a contact center for a Business Process Outsourcer (BPO) is hard. Although calls are monitored, not all are. Only a small percentage is actually recorded ...

Feedback also becomes timelier and more user-friendly. Agents can gain more immediate and direct feedback more often. Allowing them to view their performance compared to their peers helps them put ...