What is gamification?

Definition of gamification:  

Gamification is the application of game-based scenarios to non-game related roles, often delivered digitally.

Whilst gamification has been applied to a multitude of job scenarios ranging from HR to the production line, it is most commonly associated with the contact centre and call centre agents.

The most common form of gamification involves leaderboards that reward agents with achievements and rankings based on their efficiency and effectiveness to perform tasks (such as number of calls handling or support queries resolved).

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