Create Profile

Creating your profile will enable you to submit photos and stories to get published on News24.

Please provide a username for your profile page:

This username must be unique, cannot be edited and will be used in the URL to your profile page across the entire 24.com network.

Facebook Sign-In

Hi News addict,

Join the News24 Community to be involved in breaking the news.

Log in with Facebook to comment and personalise news, weather and listings.


Bringing games to call centres

23 July 2014, 13:32

Cape Town – Call centres will soon be able to use new gamification technologies to increase engagement and productivity in the workplace.

Hosted contact centre provider 1Stream said that gamification is about applying elements of game design to everyday work experience to make it more interesting and engaging. “In the call centre context, it gives managers a new tool for managing the workforce,” said 1Stream director Bruce von Maltitz.
“Every call centre has metrics they are trying to improve,” said Von Maltitz. “It might be the time taken to deal with each call, customer satisfaction ratings or the number of training modules people complete in a month - it doesn’t really matter. What matters is that if you are collecting data about any aspect of your performance, there is the potential to use that data to drive a game experience.”
Von Maltitz said typical game elements might include “achievement badges, quests and special events, the ability to increase levels, public ranking, social sharing, and so on”.
One of the advantages of using game dynamics, explained Von Maltitz, “is that it takes the same stats you’re already tracking, and which may seem boring to most of your workforce, and uses them to create incentives that are fresh, dynamic and engaging.”
A model of providing fully hosted and managed call centres means call centres can turn on the gamification ability as soon as it’s available. “This is one of the key advantages of choosing hosted services: New options can be turned on or off as they become available, without having to commit to any big upfront investment in new software.”

- Fin24.


Read News24’s Comments Policy

Comment on this story
1 comment
Comments have been closed for this article.

Read more from our Users

Nigeria @ 56: Words to my green f...

A leader’s job is not to dictate, but rather to be respected, admired and be a trustee, of the land we love, with so much potential, a land which should be freer than free. Its still a long way to fufilling our destiny! Read more...

Submitted by
Isaac Asabor263
Recession: An opportunity for Nig...

The recession should be seen as an opportunity for the country’s promotion as long as we all collectively conduct ourselves in a patriotic manner, writes Isaac Asabor.  Read more...

Submitted by
Black and White

We want to imitate the whites in everything because we are ignorant of our inherent originality and content. We spend all our Naira to acquire his inventions because we so oblivious of our natural endowments that we allow him have it for free. Read more...

Submitted by
Nate Nat
Adamawa State University Mubi: A ...

ADSU integrity forum has accused the Sunday Joshua Wugira, a lawyer, of adopting unorthodox tactics by abusing his privilege by attacking the integrity of ADSU Vice Chancellor Dr. Moses Zira Zaruwa, writes a News24 reader. Read more...

Submitted by
Abdulsalam Jubril
My Country Nigeria (Part One)

Poetry by Abdulsalam Jubril.

Submitted by
Abdulsalam Jubril
Recession, dearth in leadership a...

Every leader has the opportunity to become great and making himself immortal in the lives and hearts of people for generations to come. Will Mr. President seize this opportunity?, questions Abdulsalam Jubril. Read more...