Virtual currency is a key element of gamification. Virtual currencies can be coins or tokens specific to a gamification strategy. They are used to reward players and create an in-game economy. Virtual currencies are most powerful when complemented by a virtual marketplace where employees can spend their coins.
Agents can earn virtual currency by exhibiting strong performance in games and challenges. Of course, all games and challenges are tied to specific contact center KPIs and business goals. So the stronger the performance, the more virtual currency an agent earns.
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