January 17, 2013
'Gamification' Comes to Salesforce.com via Bunchball
There are many software developers today who think we all ought to be having more fun. It’s true, and it reflects the rise of the concept of “gamification,” or using game concepts and mechanics to develop business solutions in an effort to make them more interactive, more engaging and simply more fun. Solutions that have been “gamified” borrow concepts from games, such as having users progress through levels, using achievement badges, allowing users to earn game currency they can use to exchange for virtual or real items, allowing challenges between users, the use of progress bars and leader boards to represent visual progress in statuses or a competition.
The goal is to make enterprise software solutions more engaging and raise the chances that people will actually use them.
Now, the Salesforce.com (News - Alert) community is about to get a new gamification solution: software provider Bunchball has released Nitro for Salesforce, a product designed to enhance customer support services and sales team engagement.
Bunchball was founded in 2005 by Rajat Paharia, and has raised $17.5 million in funding to date. It was the first company to incorporate social games into existing social networking websites. With the launch of Nitro for Salesforce, Bunchball and Salesforce have a goal of improving the customer experience by improving the employee experience through game mechanics. By ensuring employees are better prepared and happier in their jobs, a company can help make them do their jobs better, CMS Wire is reporting this week.
“Service, support and call center work can be highly repetitive and monotonous, which can lead to problems in productivity, absenteeism and turnover — problems that directly impact the quality of service a company delivers to its customers,” said Joe Fisher, Vice President of Products at Bunchall. “By adding the motivational power of gamification to Service Cloud, the latest release of Bunchball's Nitro for Salesforce offers an easy and effective way for service organizations to engage and focus agents who daily face high volumes of calls and ever-increasing productivity goals,” he added.
Bunchball was designed to help determine customer service or sales areas that need improvements. It provides real-time feedback to supervisors or executives who can immediately see how well an employee is doing, allowing them to set goals for areas that need improvement and congratulate or reward employees for areas they have mastered.
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Edited by Brooke Neuman