Technology stakeholders' perceptions on the application of gamification in the contact center: A thematic review of the literature

Abstract

This thematic literature review examines technology stakeholders' perceptions regarding gamification use in contact centers. The study identifies and analyzes existing literature, drawing on various academic research sources, industry articles, and stakeholder opinions. The review highlights the potential benefits and challenges of gamification in the contact center and as a training utility while exploring the perspectives of different stakeholders, including managers and agents. The findings suggest that while gamification can improve employee engagement, performance, and customer satisfaction, it poses challenges, such as potential ethical concerns and the need for careful design and implementation. Overall, the review comprehensively analyzes the current research on gamification in contact centers and highlights critical areas for future research.