Tandem Diabetes Care improves employee performance with Genesys Cloud Gamification

The challenge

Tandem Diabetes Care is a global insulin delivery and diabetes technology company based in San Diego, California. Tandem Diabetes Care strives to create better outcomes and new possibilities for people impacted by diabetes and their healthcare providers by providing a positively different experience in diabetes care.

The solution

As part of continually improving CX, one of Tandem Diabetes Care’s organizational goals is to implement more self-service options.

Tandem Diabetes Care chose to implement Genesys Cloud Gamification, a solution designed to drive agent performance by transitioning performance-based objectives into points and metrics. Genesys Cloud Gamification gives employees a single place to view and manage their performance in real-time while gamifying their day-to-day for a more engaging and motivating experience.

TTEC Digital guided Tandem through Genesys Cloud Gamification deployment and provided consultation on best practices and configuration requirements.

The result

After implementing the gamification program, Tandem Diabetes Care saw a 3-minute drop in average handle time. Because the deployment within the Technical Support team has been so successful, Tandem has decided to expand the program by implementing gamification within their Sales Support team as well.