Many workers start their careers in a Service Desk, Customer Support Desk or Call Centre, making these ideal places to harness gamification
Motivating staff key to attracting and retaining the ‘Facebook generation’
Chessington, 10 December 2013 - UK-headquartered Service Management company Sunrise Software has published an article putting the business case for Gamification. Sometimes seen as over hyped technology, Neil Penny, Product Director at Sunrise argues that gamified processes could be a key factor in motivating and retaining staff in complex environments like Service Desks and Call Centres. With the productivity difference between the best workers and those that are least motivated being reported as high as 90%, engaging staff has a huge impact on whether organisations prosper.
Neil Penny explains; “Many workers start their careers in a Service Desk, Customer Support Desk or Call Centre, making these ideal places to harness gamification. Not only does the more modern style of working appeal to younger staff, but also helps to keep staff motivated and therefore more productive.”
In the article Penny lists the top six business benefits that organisations can expect from Gamification:
Cost Effective – points, leaderboards and recognition amongst peers cost a lot less than expensive incentives, and are more effective at increasing productivity.
Continual Employee Engagement – staff can compete within teams, against each other or with themselves, aiming to beat their colleagues and peers. New games, goals, and quests can be devised to keep things interesting.
Improves Knowledge – with clever design, gamification can encourage staff to read more, skill-up, and help to train themselves. At a very basic level, processes for entry level staff can be scripted, making it quicker to get new staff up and running.
Business Goals – gamification can help ensure that everyone is working towards corporate goals. By engaging with their staff, organisations are far more likely to achieve their stated business goals.
Location Inclusive – employees can be based in any location and still take part, helping the team building process.
Motivating and Retaining Staff – improved recognition helps to motivate and retain staff as they feel more appreciated.
Penny concludes; “In a business world where many organisations are looking to do more with less, staff productivity is crucial. Anything that increases motivation and reduces employee turnover will improve productivity, leading to the twin benefits of raising customer service and cutting the cost of recruitment. While it may sound like the latest overhyped technology, time will show that Gamification actually has a lot to offer.
For a copy of the article ‘Productivity – the real reason for introducing Gamificiation to your organisation’ please contact Andreina West, PR Artistry Limited, 01491 639500 or email: email@example.com
For more information on Sunrise Software, its products, services and customers, please visit www.sunrisesoftware.com
NOTES TO EDITORS
About Sunrise Software
Established in 1994, Sunrise provides applications which underpin business processes across its customers’ organisations. A privately held, UK based company, Sunrise has a highly successful track record in IT service management, customer service management and business process management with fully configured applications designed around best practice guidelines.
Available as either on-premise or Software as a Service (SaaS) Sostenuto, Sunrise’s flagship product is totally web-based which harnesses modern technology with inbuilt resilience. Sostenuto is a comprehensive software tool which offers a high degree of flexibility, allowing organisations to change or introduce new processes through simple configuration.
There are three different variants to address different business requirements:
• Sostenuto ITSM available as ITSM2 and ITSM3 (ITIL2 or ITIL3 versions)
• Sostenuto CSM, a non-ITIL tool for customer service departments.
• Sostenuto BPM, which allows organisations to create their own applications
• Sostenuto HR Case Management, for HR support
Many organisations use Sostenuto across the UK, with high profile users including Anglian Water, the NHS, Rugby Football Union, University of Greenwich, Muller Dairy and many more.
For more information please visit: www.sunrisesoftware.com
020 8391 9000
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