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Motivated and productive agents make customers happy
Make support exciting by turning your helpdesk into a game! Let agents complete tasks to earn points, level up, win rewards and work towards achievements that you want to unlock.
A simple yet ingenious way of driving your team towards a common goal is to turn ordinary, everyday tasks into Quests to promote meaningful learning and improvement.
Understand your team’s performance better by taking a look at your leaderboard. Instantly identify the top performers in your helpdesk and the ones who might need a bit more guidance.
Set a target to resolve a particular number of tickets within a specified period of time to get higher customer satisfaction ratings.
Encourage your agents to publish solutions to common problems on your knowledge base to help your customers help themselves.
Allocate points based on how active an agent is on your forums. Every interaction with a customer on the forum will earn agents more points.
“Gamification was a big plus for friendly agent competition. Agents aim for the ‘Quadfecta’, which means scoring highest for the month in all four of the measured categories. In 2015, we had 5 top winners who received a gift card. Freshdesk’s unique gamification features helped us identify where we needed to be more selective with hiring practices and verifying skills.”
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