Gamification not being used for engagement
A benchmark study on trends and best practices in frontline performance management indicates that a majority of companies do not use collaboration and gamification to improve employee engagement.
Only 12 percent of companies actively solicit ideas from frontline employees, and less than one third set daily or weekly performance goals.
Organizations that use gamification from the initial, onboarding stage drive better business outcomes such as performance, engagement, and retention, according to the Aberdeen Group.
While technologies such as gamification can be applied to focus the frontline every day, the NICE survey found that companies continue to motivate performance through traditional contests, and two in three companies run those contests less than once per month.
According to the NICE study:
Eighty-eight percent of companies run contests and competitions to
Contest kick-offs and results are most frequently communicated through
email (86 percent) and verbally (49 percent)
The most common rewards used in contests and competitions are trophies
(78 percent) and financial incentives (57 percent)
Gaming mechanics are used infrequently, with only 31 percent of companies exploring some form of digital rewards.
"Employee engagement is a prerequisite to delivering an exceptional customer experience," said Yochai Rozenblat, President of the NICE Enterprise Group. "Other research has shown that service workers are the only type of employees that are less engaged today than they were three years ago. In order to remedy this, organizations should introduce bottom-up strategies like collaboration and gamification, both of which are included in our recently-launched NICE Performance Management v6.2 solution. We believe our solution can help companies gain a competitive edge in the market."
The NICE survey results are based on a sample of over 160 respondents from more than 130 different companies, the bulk of which represent the financial services, insurance, and telecommunications industries.