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Attrition, absenteeism, productivity and employee engagement: these challenges faced by contact centres are not new. What is new is the trend towards gamification as a path to addressing the challenges.

“Gamification” may sound fun – and it is for those on the frontline – however for businesses it is used to achieve serious business impact.

This short white paper covers the definition of gamification and mechanics, how these concepts can be applied to contact centres, and what results can be expected from a gamification implementation.

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