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February 26, 2024

Leadership Unleashed – How Executives Are Changing the Game for EX and CX - Part 2

In the first part of our series, we explored how integrating AI with human-centric strategies can revitalize the workplace, emphasizing the importance of genuine connections. Moving forward, Part 2, 'Leadership Unleashed – How Executives Are Changing the Game for EX and CX,' shifts our focus towards a groundbreaking approach that brings senior and executive leadership directly into the fold of engagement and play. This innovative strategy not only addresses the stagnation of employee engagement, as highlighted by Gallup, but also introduces a dynamic where accountability and participation become inherently enjoyable aspects of leadership.

In the wake of our exploration of employee engagement challenges, the 2023 Global Benchmarking Series Contact Center People Management and Employee Experience report by COPC further illuminates the significant discrepancies in the current state of contact center management and employee experience. These insights underscore the critical role of executive accountability in reversing these trends.

At the heart of this transformation is A-GAME Leagues, a platform where competition, participation, and fun drive a new era of leadership involvement. Through A-GAME Leagues, senior and executive leaders, alongside team leaders and agents, become active participants in a competitive environment that hinges on team performance, strategic wagers, and a comprehensive understanding of key performance indicators (KPIs). This level of direct engagement ensures that accountability is woven seamlessly into the fabric of play, making the pursuit of organizational excellence not just a responsibility but an entertaining part of leadership.

Insights from the COPC Report and Strategic Imbalance

Among the most telling findings reported by COPC is the strategic imbalance between performance data and employee experience: 76% of survey respondents stated that their organization included Performance Data as a theme in their statement of direction, yet only about half emphasized employee experience as a strategic component. This discrepancy reveals a concerning trend — while employees are held responsible for delivering on performance requirements, the data measuring that performance is prioritized over the actual experience of those tasked with achieving these goals.

Recognizing this imbalance, TouchPoint One's Acuity platform and A-GAME Leagues become key in redefining the strategic importance of employee experience, aligning it with performance data priorities. This innovative approach ensures that employee engagement and satisfaction are not sidelined but are instead integral to the organization's success metrics, bridging the gap between data-driven performance management and the human element of employee experience.

Leadership Reimagined: Inside A-GAME Leagues' Transformative Approach

Venturing into the essence of A-GAME Leagues uncovers its transformative role, directly addressing the strategic imbalances in employee engagement and leadership accountability. By seamlessly integrating senior and executive leadership into the fabric of daily operations and competition, A-GAME Leagues fosters a unified mission and shared objectives across all organizational levels. This innovative platform not only codifies, measures, and manages performance but also cultivates a culture where accountability and engagement are intrinsically linked to fun and strategic play.

A-GAME Leagues introduces a dynamic, two-part competition structure designed to maximize engagement across all levels of the organization. At its core, the standard league comprises supervisors and agents, leveraging the existing team structures within the contact center. Unlike traditional fantasy sports, there is no draft in this league; agents (the players) are naturally aligned with their supervisors (the coaches), fostering a direct pathway to enhance performance and engagement through real-world metrics and achievements.

The Xtreme league, on the other hand, is where senior and executive leadership directly participate in the gamification experience. Utilizing a fantasy sports-style draft, Xtreme team owners—typically comprised of senior and executive leaders—select their teams from the pool of customer contact agents. This draft process not only creates a unique team structure but also ensures that leadership is directly involved in the engagement and performance enhancement process. Once teams are formed, A-GAME Leagues automatically organizes them into logical divisions, setting the stage for a round-robin tournament that spans both the standard and Xtreme leagues.

Central to this gamification solution is the Xtreme Team Owner Power Ranking, a pivotal feature that encapsulates the essence of strategic competition and accountability within the Xtreme league. This innovative ranking system is designed to measure and highlight the performance of senior and executive leaders as they navigate the challenges and opportunities of the A-GAME Leagues.

The Power Ranking comprises four key performance indicators (KPIs) that together provide a comprehensive overview of each leader's effectiveness and impact on their team's success:

  1. Team Performance: This KPI evaluates the collective achievements of the Xtreme team, reflecting the leader's ability to guide and motivate their team towards organizational goals.
  2. Team Attrition: Monitoring the rate of attrition within the team, this indicator offers insights into the leader's capacity to maintain a stable and engaged workforce.
  3. Leader Engagement: A measure of the leader's active participation and involvement with their team and the A-GAME platform, highlighting the importance of direct leadership engagement in driving team dynamics and performance.
  4. Employee Satisfaction: Derived from the ratings provided by the team members, this KPI assesses the leader's effectiveness from the perspective of those they lead, emphasizing the impact of leadership on employee morale and satisfaction.

By aligning these accountability metrics for senior and executive leadership with the broader objectives of the organization, the Xtreme Team Owner Power Ranking not only promotes a culture of shared responsibility and mutual respect but also ensures that leadership actions directly contribute to enhancing the employee experience and overall organizational performance. This alignment demonstrates a commitment to not just setting expectations but actively participating in and contributing to the achievement of shared goals, thereby transforming the workplace into an environment where leadership is as engaged and accountable as the teams they lead.

Through the lens of A-GAME Leagues Xtreme, leadership accountability transcends traditional boundaries, becoming an engaging, competitive, and enjoyable part of the executive role. This unique approach to gamification not only fosters a deeper connection between leaders and their teams but also drives organizational excellence in a manner that is both innovative and impactful.

Direct Participation and Engagement

Through A-GAME Leagues Xtreme, senior and executive leaders experience firsthand the power of direct participation. By stepping into the arena as team owners, they're not merely executing strategies from a distance but are deeply involved in the day-to-day dynamics of team performance. This level of engagement fosters a profound connection with their teams and the broader organizational goals, transforming the traditional view of executive leadership.

Play and Natural Accountability

The essence of A-GAME Leagues Xtreme lies in its ability to make accountability feel like a natural extension of play. The Xtreme Team Owner Power Ranking, with its focus on team performance, attrition, leader engagement, and employee satisfaction, serves as a testament to this. Leaders compete not just for the sake of winning but for the holistic betterment of their teams and, by extension, the entire organization. This stealthy approach to accountability ensures that improvements in performance and engagement are achieved enthusiastically, without the pressure that typically accompanies traditional accountability measures.

Elevating Executive Engagement with Competitive Gamification

A standout feature of A-GAME Leagues Xtreme is its ability to foster exhilarating competition among senior leaders, a demographic rarely targeted by traditional gamification solutions. Beyond the weekly matchups and the strategic depth of the Xtreme Team Owner Power Ranking, Xtreme introduces an innovative element of wagering "wacky-bucks" against weekly opponents. This playful yet competitive currency system adds an extra layer of engagement and fun, transforming routine leadership tasks into an exciting competition.

The entire A-GAME Leagues Xtreme experience is designed to be exhilarating, offering senior leaders a unique opportunity to partake in a gamified environment that's both aligned with business objectives and immensely enjoyable. This approach challenges the conventional wisdom that gamification solutions are only suitable for frontline employees or middle management. Executives, with their competitive drive and strategic mindset, find A-GAME Leagues Xtreme not just a tool for enhancing organizational performance but also a platform for indulging in the thrill of competition.

By extending gamification to the highest levels of the organization, A-GAME Leagues Xtreme underscores the universal appeal of play and competition. It demonstrates that executives, like anyone else, are motivated by the challenge, engagement, and fun that gamification provides. More importantly, it aligns these experiences with critical business outcomes, making participation not just enjoyable but strategically impactful. A-GAME Leagues Xtreme proves that when it comes to driving performance and fostering a culture of accountability, the power of play is an untapped resource that can bring about transformative results across the entire organization.

Conclusion and Look Ahead

After exploring the transformative power of A-GAME Leagues and its role in revolutionizing leadership engagement and team dynamics, it's evident that this platform does more than just facilitate engagement—it fundamentally reshapes executive involvement and team performance. Encompassing both the standard and Xtreme competitions, A-GAME Leagues introduces a paradigm where leadership effectiveness is enhanced through connection, strategic play, and meaningful competition.

As we conclude Part 2, the impact of A-GAME Leagues is clear: it extends beyond engaging senior leaders with innovative gameplay. It revolutionizes accountability and team collaboration, transforming challenges into opportunities for growth and making leadership roles more dynamic and impactful. By adopting this platform, organizations can achieve unparalleled levels of engagement, driving significant improvements in both employee satisfaction and customer experience.

The essence of customer and employee experience remains inherently human. Our journey with A-GAME Leagues highlights this crucial insight, reminding us that profound transformations in workplace engagement and leadership stem from enhancing human connections and fostering a culture of participation and recognition.

The integration of AI and gamification within TouchPoint One's Acuity platform marks a significant advancement, redefining engagement and operational success. As we move to Part 3, expect an in-depth look at how this dynamic duo transforms performance and customer satisfaction, setting new benchmarks in the customer contact sector.

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About TouchPoint One
TouchPoint One pioneers innovative workforce performance solutions that fuse human-centric design with artificial intelligence. Our flagship Acuity platform redefines employee engagement through personalized motivation, strategic gamification, and immersive dashboards that cultivate competition and alignment with organizational goals. By seamlessly blending cutting-edge technologies, insightful analytics, and enterprise data integrations, TouchPoint One empowers companies to unlock their teams' full potential, foster meaningful leadership connections, and deliver unparalleled customer experiences. Explore the future of workforce optimization at
To learn more about the features and benefits of Acuity, visit the TouchPoint One web site. Please also follow us on Twitter @TouchPoint_One and on LinkedIn.

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. ©2024 TouchPoint One, LLC. All rights reserved.

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“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

“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

“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

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