Most organizations acknowledge that without a serious plan to address
employee stress, turnover and disengagement (within the contact center and
beyond), business performance will suffer along with shareholder value. A
variety of surveys indicate, however, that the majority of companies
continue to rely on outdated strategies, processes and systems to understand
and align operations and to develop, manage and motivate employees. It’s
no wonder that attrition, morale and disengagement continue to rank among
the top concerns of senior executives.
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.
“The key to our success is our team chemistry,” said Mark Wilson,
CEO of Chime Solutions. "I am blown away, daily, by their tenacity,
passion and dedication to our clients and community. To sustain this
level of dedication requires more than assembling the right leadership,
however. It’s dependent on Chime culture and our enduring commitment
to advancing transparency, inclusion, career development and fulfillment
for every member of our Chime family.”
Mark Wilson, CEO of Chime Solutions.
Chime Solutions understands that empowered, aligned and engaged employees
can not only better serve the needs of customers, but are more equipped to
thrive professionally and personally. Chime leadership had a clear vision
of the type of organization they would create, one focused on people,
transparency and trust. They also identified fundamental technological gaps
that would need to be filled to provide the level of workforce support they
envisioned and realize their dream at scale.
Some of the primary capability gaps that Chime had identified included:
Silo’d, sprawled data: Financial, operational, engagement
and other data were disconnected and stored in different internal and
external systems. Consolidating complete views of company, program,
team or individual-level activity and performance was effectively impossible.
Business intelligence and reporting: Data aggregation
and management notwithstanding, analytics, reporting and intelligence
delivery systems were insufficient and unintegrated. Attaining
organizational alignment was a challenge. Relevant domain expertise was
neither captured nor preserved. Pinpointing strengths and weaknesses
needed to be faster and more thorough.
Employee engagement and development: The ability to
effectively implement incentive and reward, career advancement,
performance pay and other employee development and well-being initiatives
was difficult and deficient. To remain competitive, Chime wanted to
strengthen these capabilities to enhance their culture, employer brand
TouchPoint One fills these and other gaps with Acuity, a cloud-based contact
center performance management and employee engagement platform that
combines a central data store to aggregate data stored across disparate
systems, an intuitive and flexible business logic designer for smooth setup
and maintenance of different operational departments and/or programs, and a
specialized analytics engine to deliver real-time intelligence to agents,
managers, customers and partners through role-based scorecards and dashboards.
Acuity integrates gamification, voice of the employee (VoE), quality monitoring,
chat and email, e-learning, incentive and reward, pay-for-performance and
other features into a single, unified solution.
Following an introduction to TouchPoint One at the Hire Dynamics Atlanta
Contact Center Executive Forum and subsequent Acuity evaluations, Chime was
certain they’d found the partner that could help them meet their technological
needs and achieve their business goals. The Acuity feature-set and ability
to integrate with their existing systems was compelling, but TouchPoint One
also offered extensive contact center experience and a proven record of
success with the Acuity platform that reinforced their view that working
together, the significant and extraordinary obstacles unique to contact
centers and facing Chime could be overcome.
Acuity at Chime
Chime simultaneously deployed Acuity and A-GAME “Gridiron”, the American-style
football A-GAME variation in the fall of 2017. The A-GAME competition
spanned nine 10-day regular season games, a single 10-day post-season playoff
(top two teams in each standard division) and the 10-day league championship
matchup. The Chime league also included two Xtreme divisions in which
employees, primarily senior managers and executives, competed.
Scope: 11 projects, approximately 450 employees
Program: A-GAME Gridiron III, American football
themed competition. Standard and Xtreme Leagues.
Regular Season: September 7th – November 30th
Post Season: December 1st – December 17th
League Commissioner: MiKyle Crockett, Chime Solutions
Brand and Communications Manager
Recognition and Incentives: TouchPoint One provides
posters, “playmaker” pennants, “party-wagons” and other creative
assets to extend the A-GAME experience beyond the software and scoring
metrics. TouchPoint One also recognizes the outstanding performance of
agents and team supervisors with trophies, public announcements and
its “Medal of Excellence” award program.
Chime extended these categories of incentives and recognition with
weekly trophies, company-wide emails, digital wallboard displays
and peer-to-peer announcements. Each member of the team winning the
Chime “Super Bowl” also received a cash prize.
Performance Improvement Highlights
The Power of Engagement - Quantified
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
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.
Tips from the “League Commissioner”
“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.
1. Data and scoring logic: make it simple, consistent, clear and manageable
Data is the basis for any game scoring. Pick the top KPIs you use to measure
performance in the business or specific process context as the basis for
your gamification initiative. Identify a reliable resource on the data end
to ensure you have access to what you need when you need it.
2. Establish executive buy-in and commitment
TouchPoint One stressed to us the importance of treating gamification like
any other aspect of performance management, and so from the very beginning,
we secured buy-in from our CEO. That A-GAME provided a way for senior
management to actually participate directly in the program made it that
3. Have fun - celebrate at every opportunity!
A-GAME enabled us to flip the perspective of performance metrics upside down.
They’re no less important now than before, but employees perceive them in
a more positive light. Metrics are largely transparent, creating
opportunities to offer or ask for help, cheer for each other, mentor, and
support in new ways.
“Partnering with TouchPoint One, Chime Solutions is leveraging
gamification in the workplace to increase employee morale, meet KPI
targets - and trail-blaze the call center industry with a new approach
to employee engagement.”
MiKyle Crockett, Chime Solutions Brand and Communications Manager and
A-GAME League Commissioner
Insights and Conclusion
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
“We differentiate on the basis of how we value and serve the people who
make our success possible,” said Mark Wilson, Chime Solutions CEO.
“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. Our clients realize the range of benefits
that derive from happier, more loyal customers as we achieve our intended
business growth and profits.”
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.