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Google gamification, and you’ll unearth theoretical treatises and complicated case studies in abundance. But gamification doesn’t have to be a challenge – in fact, it can be broken down into 10 basic principles, or game mechanics.

A performance management system can be utilized to address most common call center customer service complaints, including long wait times, uninformed agents and frequent transfers.

As you know, the success of any company is in the strength of its employees. This “happy employee = happy customer” mantra is encapsulated in many of the solutions sold by NICE. But it is in fact of much greater significance than just a mantra to ensure that a company’s customers stay happy.

Gamification is much more than rewards and badges; for any gamification project to succeed, an organization needs to align the goals of players with those of the business itself. Reliable and relevant metrics connected to the company’s top priorities keep management informed about ROI and performance, whether the goal is to boost first-call resolution (FCR) rates or reduce average handle time (AHT). Large-scale, successful workplace gamification needs to be adaptable and serve a real purpose.

Focusing on five key steps of coaching will give managers and supervisors a solid foundation from which to inspire and engage employees to perform better across all KPIs.

When asked about his success over his 31-year career at Whirlpool, CEO Jeff Fettig echoes a refrain often cited by executives behind the world's leading companies. "I am here today in part due to a handful of people who, before it was in vogue, provided coaching and mentoring to me early in my career. That helped me to develop," Fettig told Forbes.

Nearly 10 years ago, Harvard Business School professor James L. Heskett noted that performance reviews “rank alongside root canal dental work on our list of things we look forward to as managers and employees.” Yet despite near-universal frustration with the process, the HR-mandated performance review has long been a mainstay in the modern business world.