Medical Device Manufacturer improves employee performance with Genesys Cloud Gamification

The challenge

A global insulin delivery and diabetes technology company recently partnered with TTEC Digital to implement new ways of improving employee performance, in order to help them achieve their mission of creating better outcomes and new possibilities for people impacted by diabetes.

The solution

To improve employee performance, they chose 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 them through Genesys Cloud Gamification deployment and provided consultation on best practices and configuration requirements.

The result

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