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Glossary · G

Gamification

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Definition

Gamification applies game elements such as goals, progress, badges and contests to real KPIs at work, to encourage motivation and learning.

Progress bars, badges, team contests: gamification makes visible what otherwise disappears into monthly reports. Used well, it motivates and makes learning tangible. Used badly, it creates pressure and distorts exactly the metrics it is meant to improve.

#The building blocks

ElementExampleEffect
Goals and progressLearning path half completedOrientation
BadgesFor completed training or strong quality scoresRecognition
ContestsTeam against team, time-limitedShared focus
LeaderboardsRanking by one metricDrive, but risky

#On real KPIs

Gamification only works on metrics that genuinely matter and that agents can influence themselves. Reward short conversations and handling time drops, and first contact resolution drops with it.

Better candidates are results from quality management, completed learning modules or resolution rates at team level. Several metrics in balance stop any single one from being optimised at the expense of the rest.

Employee wearing a headset at a screen
Motivation comes from progress you can influence yourself.

#Why leaderboards are tricky

A leaderboard always has a bottom. People who stay there tend to lose motivation rather than catch up. And those at the top have often simply received easier requests, because routing happened to assign them that way.

Comparisons with your own progress last longer: better than last month, not better than a colleague.

#Guard rails

Before you start

Team goals before individual goals: they encourage help rather than rivalry.
No public leaderboards of individuals that mostly shame those at the bottom.
Voluntary participation, or at least a way to hide views.
Contests with an end date, so they do not become permanent evaluation.
Rewards tied to quality, not only to speed.

#Gamification in Univerx

In Univerx Workforce, gamification is part of performance & development: scorecards, goals, coaching and learning modules per person, with gamification on real KPIs. How to prepare the conversation with the works council is covered in Talking to the works council about analytics.

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  • Team working in a modern office in the evening
    Products

    Gamification

    Leaderboards, badges and contests built on real KPIs, as a complement to development, not a substitute. In Univerx configurable for voluntary participation, team scores and co-determination.

  • Employee working at a computer
    Products

    Performance & development

    Scorecards, goals, coaching and learning modules per person: Performance & development turns KPIs and evaluations into concrete next steps that employees see and help shape.

  • An employee working alone late at night in a dark office
    Products

    Employee experience

    Your own schedule, preferences and development, on the desktop and on mobile. Employee experience in Univerx gives staff self-service for everything that shapes their working day.

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