Dealing with unhappy customers on a daily basis can take a toll on anyone. But, at end of the day, your front-line team is who your customers will interact with the most, especially when issues arise. Businesses like yours can't afford to have a tired and demotivated support team.
That's why we've built Gamescope, a tool that helps you incentivize positive agent activity, using customer support-related games and challenges. You can identify measurable goals for agents and set up challenges for a group of peers, a team, or even an entire department. The Gamescope library has trophies and badges that you can choose to commemorate wins for any given goal. When an agent wins a challenge(s), the associated badge or trophy will be added to their Agent Card.
For example, let's say you manage a support team and your goal is to reduce your average response time per ticket to 5 minutes. Using Gamescope, you'd create a game, add the agents, set a time period, associate a badge/trophy with the game, and click to begin! It's as simple as that.
During the game, your agents become players and start to earn points. The more tickets they reply to within the first 5 minutes, the more points they collect. This lets you turn negative situations into positive customer experiences. At the end of the day, your customers have a great experience, and your team feels accomplished. Healthy competition between agents can go a long way in motivating your agents and, ultimately, improve your bottom line.
If you'd like to try Gamescope, here's the information you need
to set it up within your Zoho Desk portal.
Team Zoho Desk