Using gamification to improve customer service

21 December 2022 | Research

Strategy report | PPTX and PDF (6 slides) | Customer Engagement

"Communications service providers need to implement gamification tools within their organisations to improve customer service."


Inefficient customer service, particularly via direct channels such as call centres, results in high operational costs and a poor customer experience. Communications service providers (CSPs) can implement gamification strategies in call centres to help to improve internal collaboration and customer service and therefore reduce churn.

Information included in this report

  • Analysis of CSPs' churn
  • How gamification can help to solve these issues


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