Call centers, vitally important to businesses such as airlines and credit card companies, often have agents who say they feel isolated, receiving little feedback on how they are interacting with customers. To help, Xerox researchers have invented software that uses gaming techniques to provide feedback and encourage teamwork.
"Our studies on call centers indicate that embedding game dynamics in the workplace helps agents and their managers set priorities and provides agents with a common challenge that they can collaborate on and talk about," said Xerox researcher Ben Hanrahan.