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Tandem Diabetes Care improves employee performance with Genesys Cloud Gamification

Industry
Healthcare
Services Provided
Artificial Intelligence
Experience Transformation
Data & Analytics
Company Size
2,500+
Region
Global
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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.

“As we’ve launched our new Gamification program, we have definitely seen meaningful improvements to metrics – especially Average Handle Time, where we’ve experienced a 3-minute drop. We’ve heard directly from staff that the immediate real-time and historical visibility into individual performance is keeping them fully informed, so that they can take appropriate actions to maintain or improve performance. Staff enjoy the peer to peer and team competitions, but they really like competing with themselves. Improving on their personal best has been a driver. Since the deployment within Technical Support has been so successful, we’re taking it forward to our Sales Support teams to implement. The excitement is building in those groups now.”
Steve Mazzella, Director of Customer Technical Support, Tandem Diabetes Care