Gamification Set to Take Workforce Management to the Next Level
With the evolution of "anywhere" applications in the cloud and the simplification and evolution of the dusty old WFM key performance indicators, the time to increase employee engagement is now.
A 2012 Gallup research study which examined nearly 50,000 business or work units and included about 1.4 million employees found that employee engagement strongly relates to key organizational outcomes in any economic climate. Even during difficult economic times, employee engagement is an important competitive differentiator for organizations. The research showed that business or work units that score in the top half of their organization in employee engagement have nearly double the odds of success. Furthermore, those at the 99th percentile have four times the success rate compared with those at the first percentile. These are very compelling findings and further support the importance of gamification in WFM.
Innovation and measurable feedback is needed to promote teamwork, friendly competition and motivation. Otherwise, people get bored. Evolve and grow the game through continual innovation and getting the players to constantly strive for improvement. Some WFM solutions have a visible five-star associate task/activity tracking dashboard which can facilitate competition and a sense of team. Gamificaton is based on rewards influencing behavior; when associates can use a ranking system to gauge individuals, team, store or district performance, they become more engaged and motivated to succeed.
There's no question that gamification has real value in the WFM world. If incorporated properly by experienced professionals who understand the benefits engagement, it can easily and cost effectively transform a workforce. This will have a dramatic impact on customer experience and, in turn, have an equally positive impact on revenue and profit margins.
James Freshwater is president, North America, at WorkPlace Systems, a provider of workforce management and lobor scheduling solutions.
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