Gamification news, tactics, case studies and more. The official blog of Bunchball.
How a Digital Engagement Platform Can Help You Make Better Strategic Decisions About Your Call Center
Call center managers are constantly on the look-out for ways to improve operational efficiencies and performance overall. We recently helped a customer that needed a fresh approach to a variety of traditional call center challenges.
If you’re an executive overseeing a diverse workforce or human resource manager looking to identify top performers, you need to recognize these differences and find ways for every personality type to excel.
‘Tis the Season to be Jolly: Is Your Sales Engagement Strategy Producing Value or Just a Lump of Coal?
While some organizations take a Grinch-like approach of “make your quota or else,” fear-based tactics during crunch time will never properly motivate teams – at least not long-term.
One of my all-time favorite Star Wars scenes happens in The Return of the Jedi during the Battle of Endor. It’s when Admiral Ackbar suddenly realizes that the Rebel Alliance’s attack on the Death Star could be in deep trouble. "It's a trap!" he warns.
Analysts estimate that 60% of all companies are working on new enterprise HR strategies. Chief on their list of priorities: ways to improve engagement. After all, any tool, any system, any strategy will only be effective if people actually participate. That’s a big part of the reason why, as Josh Bersin, founder of Bersin by Deloitte, discussed earlier this year, there’s a major industry shift taking place
Digital technology has fundamentally changed the rules of business.
Training and Learning are the yin and yang of employee engagement. Training is generally regarded as a formal, top-down activity designed to build understanding, proper practices and even compliance. It tends to be a purpose built to teach specific content set by HR or another department or group. Learning, by contrast, is multi-dimensional and driven by the individual. People can certainly learn while they’re being trained, but they can also learn in informal, less structured ways. Regardless of how you slice it, both training and learning represent an enormous challenge for today’s business managers. Why?
Reading Don’t Think About the Chips, a recent blog post by Hongyu Chen, reminded me how people frequently confuse gamification with “reward-based” incentives. Like Chen, I’m well aware of the popular misconception that tangible rewards can be terrific motivators. “Get a free cup of coffee after your tenth visit.” “Top salesperson of the month will win this plasma TV!” Etc. Etc.
The term employee engagement is used to describe the participation and commitment level of workers. When employees are truly engaged, they perform to the best of their abilities, do what's optimal for the company and resist competitive employment offers. Simply put, engaged employees are loyal – and as a result, they can drive meaningful increases in productivity, profitability and product quality, as well as meaningful decreases in absenteeism, turnover and shrinkage.
Since employee engagement can have such significant business impacts, it's no surprise that managers want to keep their workforce engaged. But that's easier said than done. In fact, a global study by Gallup1 found that a mere 13% of employees are engaged at work! Of the remaining 87%, more than half (63%) are not engaged, and 24% are actively disengaged.