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Elevating Contact Center Performance: The Power of Executive Engagement and Gamification

July 10, 2023

In the dynamic world of customer experience (CX), your role as a senior executive or operations manager extends beyond strategic decision-making. You're not just a leader; you're a key player in shaping the daily routines of your frontline agents. And guess what? Your direct involvement can yield substantial returns on investment (ROI), both in terms of business performance and human impact.

The Business Case for Executive Engagement

When you're actively involved in the daily operations of contact centers, it sends a powerful message about the value placed on the work of frontline agents. This involvement can take many forms, from participating in training sessions to providing real-time feedback and recognition.

Such engagement fosters a culture of continuous improvement, aligning everyone towards the same goals. This alignment results in improved operational efficiency, higher customer satisfaction scores, and ultimately, increased revenue.

Moreover, this level of engagement enhances trust within the organization. When you're intentionally and authentically present, it builds a strong foundation of trust. Employees feel more confident in their leadership, knowing that their voices are heard and their contributions are valued. This trust can lead to increased collaboration, innovation, and resilience within the organization.

According to McKinsey research, employees who report having a positive employee experience have 16 times the engagement level of employees with a negative experience, and they are eight times more likely to want to stay at a company.

Furthermore, employees at leading EX companies are more inclined to surpass work expectations, having a 40 percent higher level of discretionary effort.

These statistics underscore the ROI and value proposition for enhancing the employee experience. By investing in your frontline agents, you're not only improving their performance but also increasing their loyalty to your organization. This, in turn, reduces turnover costs and enhances your company's reputation as a great place to work.

The Human Impact of Executive Engagement

Beyond the business case, there's a compelling human case for executive engagement. When you're actively involved, it creates a sense of belonging among frontline agents. They feel valued and appreciated, which significantly boosts morale and job satisfaction.

But the benefits of engagement aren't limited to frontline agents. As leaders, you too can experience a positive impact. By connecting with your teams, you can alleviate feelings of isolation, stress, and worry. This connection can provide a sense of fulfillment and purpose, enhancing your overall well-being.

Moreover, this engagement empowers everyone across the workforce spectrum, from frontline agents to senior management and executives. It leads to satisfaction, confidence, and progress toward self-actualization, further boosting morale, engagement, and effectiveness.

At TouchPoint One, we're reimagining performance management. We help contact clients move away from a latent, siloed, and hierarchical model to one of agility, openness, and inclusivity. Our approach aligns everyone towards shared objectives, truly enabling performance.

Our track record speaks for itself. As Mark Wilson, CEO of Chime Solutions, puts it, "TouchPoint One, through their technology platforms and expertise, has enabled us to intelligently employ gamification within a comprehensive performance management framework which has significantly elevated employee engagement and effectiveness."

The Role of Gamification: Introducing A-GAME Leagues

While the benefits of executive engagement are clear, the challenge lies in how to effectively engage with frontline agents. This is where TouchPoint One's A-GAME Leagues comes into play.

A-GAME Leagues is a gamification solution designed to make engagement easy, fun, and impactful. It transforms routine performance management activities into exciting competitions. While sports-themed competitions are popular, A-GAME Leagues also offers non-sports themes like "Tiki Beach," an island-hopping adventure, and "Dragons," a thrilling race to rescue Mr. Business from the clutches of an evil wizard named Attricious.

One unique feature of A-GAME Leagues is its fantasy sports-style component.

As an executive or senior manager, A-GAME Xtreme enable you to opt-in to draft a fantasy team from across the entire agent workforce and compete in weekly matchups with other Xtreme team owners. This feature facilitates a direct connection between you, the frontline, and your peers that is entertaining, constructive, rewarding - and nearly impossible to achieve otherwise.

Your approach to connecting with, motivating, and mentoring your team towards victory is a unique blend of your personality, style, energy, and creativity. As you dive into direct engagement with your workforce, you'll find yourself in friendly competition with your peers, leading your business in a dynamic and innovative way. The thrill of the game is amplified by the buzz of publicity, the stakes of friendly wagers, the satisfaction of earned bragging rights, and the exhilarating competitive spirit that A-GAME Leagues brings to the table.

Time to Unleash Your A-GAME

In the words of the great Peyton Manning, “The most valuable player is the one who makes the most players valuable.” As leaders, it's time to step up, bring your A-GAME, and lead from the front.

Sure, you're busy. But remember, the greatest leaders are those who are in the trenches with their teams. A-GAME Leagues equips you with awareness, connectedness, alignment, and fulfillment like no other solution. It's your chance to play the most valuable player role, making your team members valuable and driving your organization to new heights.

And there's more good news! TouchPoint One is kicking off season IX of A-GAME Leagues Gridiron in September, and we want this year to be bigger than ever. As if the proven ROI and other benefits discussed weren't enough, we're waiving 100% of the implementation fees for new contact centers that sign up by August 1st.

At TouchPoint One, we are committed to helping you harness the power of connection to drive performance and engagement in your contact center. Contact us today to learn more about how our solutions can help you achieve your business goals.

The game is on, and your team is waiting for you to lead them to victory. So, are you ready to step up and play? Let's get in the game!

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TouchPoint One, Acuity, Sidekick, and A-GAME are registered trademarks of TouchPoint One, LLC. All other registered or unregistered trademarks are the sole property of their respective owners. ©2023 TouchPoint One, LLC. All rights reserved.

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