Head of Service Centre
First State Super
8:40 AM Rethinking KPIs: Improving Customer Centricity And Staff Performance By Gamifying Behavioural Incentives
Traditional KPIs highlight behaviours of people that fit a certain personality. How can leaders maintain high morale of the larger staff section not in the ‘Top Performers’ segment? How can they bring the entire workforce to enjoy healthy competition and continuously develop essential skillsets? What do the KPIs of the future contact centre look like? Addressing these questions and more, Luke shares how he created a sustainable culture at First State Super prioritizing fun as strongly as performance.
- Tailoring KPIs incentivizing best practices across all skillsets by focusing on individual strengths and skills development
- Gamifying staff performance through badges and recognition that boosts staff engagement and morale
- Leveraging real-time analytics and performance metrics to tailor personalized improvement/training regimes