Nearly 90% of CEOs cite customer engagement as their primary initiative in the next five years, yet most businesses capture only a fraction of their opportunities for customer engagement. While the entire company must be enabled to deliver on customer engagement, customer service and support is tasked with the all-important front-line customer interaction and problem solving.

I’m a big believer that customer engagement begins with employee engagement. What does that mean when you bring that concept down to the contact center? It means that the catalyst is agent engagement, which can be achieve with the right knowledge, technology and processes, and with the right motivation.

There are different ways to approach the ‘motivation’ piece. And since Gartner estimates that more than 70% of Global 2000 organizations will have at least one gamified application by 2014, I am focusing today’s blog on three specific ways to motivate your agent workforce through game mechanics:

1. Job satisfaction is crucial for good business because often what is making the agent unhappy, is also making the customer unhappy. Many agents leave because they are not getting the feedback they need to do their jobs—which explains the statistic of 40-80% annual agent turnover. Since the relationship the agent has with a supervisor is critical to job satisfaction, it’s important to improve communication as much as possible. 

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