Chime Solutions provides U.S.-based customer contact services in a wide range of industries, including financial services, insurance, health care and telecommunications. They specialize in delivering flexible, high quality business process outsourcing solutions with an emphasis on inbound customer care. The Association for Corporate Growth recently placed Chime in the top ranking of Georgia's fastest growing companies with plans in place for continued expansion in 2018.
Typically, engagement is measured on the basis of surveys which are excellent measures of perspectives, but are inherently subjective. Wherever possible, we use explicit measures of behavior correlated with performance to determine the positive or negative impact of a specific program, feature or initiative.
For example, in A-GAME, Team Supervisors and Xtreme team owners have an option to either select their starting lineups for a specific game manually (an action that reflects direct engagement) or elect to have the system “auto-pick” the starting lineup randomly (from among the eligible players). Our view is that the team with a supervisor or Xtreme team owner who is “engaged” in the process of selecting their starting lineup will, on average, outperform the team with the disengaged supervisor or Xtreme team. In Chime’s case, this proved convincingly true as reflected in the following table.
Beyond starting lineup selection, Supervisors and Xtreme team owners can access interactive dashboards displaying team schedules, standings, game scores, team and individual performance records and stats with integrated in-app features to communicate, support, encourage and incentivize members of their team.
“Treat gamification as seriously as you would any other component of your performance management or employee engagement strategy,” advises Greg Salvato, CEO of TouchPoint One. “In A-GAME, we advise every customer to appoint a League Commissioner to coordinate scoring rules, tournament setup, incentives and recognition, pre-season events, experience messaging and management throughout the season - and most certainly for the season-end championship game and post-season awards. There is tremendous opportunity to capitalize on the enthusiasm, cooperation and companionship provided by A-GAME, and the League Commissioner is vital to maximizing this potential.”
MiKyle Crockett, Chime Solutions Brand and Communications Manager, vigorously embraced her appointment as A-GAME League Commissioner for Chime. During the course of the A-GAME Gridiron season, she logged several important considerations to share with others who might aspire to this esteemed position within their own organizations.
According to a 2018 Korn Ferry poll of nearly 5,000 professionals, the top reason people are looking for a new job is that they're bored. Perhaps surprisingly, only 19 percent said their top priority for a new job is a higher pay. And those that stay don’t perform to their potential if they’re not equipped and engaged. As Chime Solutions demonstrated, instituting a modern performance management platform to continuously enlighten, engage and motivate employees while steering them toward the routines and behaviors emblematic of top performers addresses far more than boredom alone. It is the key to workplace, and by natural extension, personal fulfillment, which in turn yields profound benefits for customers, business and stakeholders.
As the definitive platform for contact center employee engagement and performance optimization, Acuity synchronizes the people, systems, data and processes that together convert pressing challenges into competitive advantage. TouchPoint One has a documented record of helping companies flourish in a relentlessly competitive business landscape. We are committed to empowering contact centers with better tools to develop, engage and lead. Our continued focus on AI-powered best-practice modeling and virtual mentor technology paired with innovative game mechanics and user experience design will drive even greater levels of efficiency, productivity and brand value.
Partnerships with companies like Chime Solutions are essential to enabling us to make lives better for employees, customers and business owners alike. We invite you to join us in redefining how attaining world-class operational excellence in sales, service and customer care is achieved.