Contact center managers want their employees to do the right thing. But balancing time for training, time off and which metrics constitute a job well done can be overwhelming. Gamification creates a fun work environment that also offers the flexibility to make their own decisions. And it encourages employee growth — without restrictive oversight.

In this episode, Michael Logan, Senior Consultant at Genesys, takes us through the concept of gamification in a contact center. He discusses our instinct to compete, how to encourage self-improvement using the right metrics and ways to keep mental health front and center. He'll also talk about employee retention and developing a mentor/mentee training relationship.