Applying gamification in customer service application to improve agents' efficiency and satisfaction

Gamification is the idea of applying game mechanics to non-game areas in order to encourage the use of product or service and to help make technology more engaging. This paper discusses approaches to improve agents' productivity, spirit, and engagement at work by introducing gamification into SAP Service OnDemand, an enterprise application running in the cloud, using player-centered design. Customer service domain suffers with low job satisfaction, low employee morale, and high turnover due to the lack of job control and the task variety. We present ideas using gamification elements that could increase the job engagement and make various repetitive tasks more fun resulting in a more efficient and effective customer service. Added benefits would be reduced training needs and higher retention rates.