Gamification has become a popular way to motivate employees and engage them in their work, and it is no different for contact center agents. However, the traditional approach to gamification was often limited to the desktop interface, which left agents without access to important information on-the-go. With the WEM Optimizer mobile app for Genesys Cloud, gamification is now available anywhere and anytime, allowing agents to stay engaged and motivated, no matter where they are.
One of the key advantages of having gamification available on mobile is the ability to access leaderboards and scorecards anytime and anywhere. This means that agents can keep track of their performance and stay motivated even when they are away from their desk. This is especially important for remote teams or agents who are frequently on-the-go, as they can now stay connected to their metrics and progress.
The WEM Optimizer mobile app for Genesys Cloud provides a variety of scorecard gamification features, including mobile visualization of scorecards that display the best performances for every agent. Scorecards for gamification metrics are also available, with a pick of best scores for every agent. The app also includes an interactive heatmap for historical trend visibility of all selected standard and custom gamification metrics.
Users can view their best performance over the last 12 months and a progress ring chart for the last three months, providing insight into their progress and growth. The app also includes a performance trend chart for all available gamification metrics. For managers, the app offers extended filtering capabilities by division, gamification profile, individual users, and metrics, allowing for customized views and insights.
The WEM Optimizer mobile app also includes leaderboards gamification features, allowing for mobile visualization of leaderboards in a card carousel. Leaderboards are available for all configured gamification metrics for top set of agents, and a metric ranking leaderboard tracks the user’s best performance across all standard and custom metrics. Custom date intervals and extended filtering capabilities by division, gamification profile, and metrics are also available.
In summary, having gamification available on mobile for contact centers is critical for keeping agents engaged and motivated, no matter where they are. The WEM Optimizer mobile app for Genesys Cloud provides an array of scorecard and leaderboard gamification features, allowing agents and managers to access critical information on-the-go. With this mobile accessibility, agents can stay connected to their performance metrics and strive for self-improvement, no matter where they are.