Contact Center Performance Gamification within NGNInsights is a data-driven strategy, structured around a system of real-time performance tiles that enable each agent to track their progress against clearly defined goals. This data fuels an ecosystem of both tangible and intangible rewards: collectible points, badges, team and individual leaderboards. Supervisors and team leaders can also grant manual recognitions, creating a positive environment of immediate feedback and motivation.

This gamified environment activates self-regulation mechanisms and reinforces intrinsic motivation. Agents aren’t just working to meet metrics — they’re driven to improve, stand out within their teams, and be recognized. This dynamic leads to measurable improvements in key indicators such as Schedule Adherence, First Call Resolution, Average Handling Time, and, of course, Customer Satisfaction — all contributing to a stronger, more unified Total Experience (TX) across Agents, Supervisors, and Customers alike.

Combine Data From Multiple Sources

NGNInsights breaks through limitations by allowing you to unify data from multiple CCaaS Solutions into a single platform, seamlessly integrating a wide range of business systems and tools. Harness the full potential of your communication data with NGNInsights.

More efficient supervision with fewer manual tasks and stronger predictive analytics