Insights and Articles to Improve contact center employee performance, operational efficiency and customer satisfaction

By Andrew Prokop

Game On -- The Gamification of the Contact Center

I'm sure we've all been asked to name our worst job. For me, it was washing dishes at John Gardiner's Tennis Ranch. I worked the breakfast shift and clocked in at the absurd hour of 5:00 in the morning. Not only did I have to put up with scalding hot water, an overbearing chef...

By Greg Salvato

Extreme Makeover: Gamification Changes the Face of Telecom Contact Centers

In its heyday, the home improvement reality show Extreme Makeover: Home Edition was appointment TV. Ty Pennington and his crew of exuberant carpenters, architects, contractors and designers would, in just a week, transform a worn-out house into an unbelievable dream home for a lucky family sent away on vacation. Witnessing...

By Greg Salvato

Gamification: The Performance Management Transformation Catalyst for Utility Contact Centers

Today's dynamic business landscape, no matter the field, offers profound opportunities and attendant challenges. Utility companies, in particular, are routinely faced with emergency conditions and unplanned events that can affect hundreds, if not thousands or millions, of customers - all of whom are looking to speak with a live person...

By Greg Salvato

Gamification Revs Up Employee Engagement and Business Performance in Contact Centers

Employee engagement is widely recognized as essential to high performance cultures. In fact, research from Gallup reports that companies with highly engaged workforces outperform their peers by 147% in earnings per share and enjoy 25-65% less turnover and 37% less...

By Dan Campbell, CEO of Hire Dynamics

Catching a Moving Target to Overcome Contact Center Turnover

There are many reasons why a person leaves a job. Even the best organizations can only influence some of those reasons and not others. What leads to a supervisor terminating an employee is often very different from the motivation an employee has to leave a job at his...

By Greg Salvato

Driving Call Center Performance to Higher Levels with Gamification

One of the many great truths voiced by the iconic Green Bay Packer coach, Vince Lombardi, exemplifies the core principal behind the growing interest in modern game mechanics, aka “gamification” among businesses today...

Trusted by many

“Acuity has made life so much easier for the leadership team! Having a balanced scorecard is a necessity in our environment.“

‍- Brandi Stadie, Senior Director of Veyo Contact Center Operations, Phoenix, AZ

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“With TouchPoint One's advanced platforms and expertise, we've seamlessly integrated gamification into our performance management, boosting employee engagement and efficiency.“

- Mark Wilson, Chime Solutions CEO

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“We are saving ourselves so much time and so many headaches. It is just a better way to work.”

- Tereasa M. Vukanovich, Manager, Regulatory Compliance & Audit