The Customer Service Survey

Gamification vs. Incentives and Recognition

by Peter Leppik on Mon, 2014-11-17 15:40

Call me a curmudgeon, but I have a hard time getting behind "gamification" in the workplace.

For those not familiar with gamification, it basically means using the principles of video game mechanics in a real-life situation, like a call center, to motivate people and change their behavior. Gamification, as a buzzword, has been around long enough to develop both hype and backlash.

My problem is that, at its core, gamification in the workplace is really nothing more (or less) than the systematic use of employee recognition, rewards, and achievement as a way to motivate employees. But people have been doing that for as long as there have been workplaces. So the "new" thing in gamification is just the idea of being deliberate and systematic about employee motivation.

But by calling it "gamification" instead of (for example) "employee recognition program," you're implying that a cleverly-crafted set of achievements can somehow transform a dreary workplace into something fun like Mario Cart. At the end of the day, though, a boring job will still be a boring job.

It can also be insulting if done wrong, implying that handing out meaningless "achievements" is just as good as giving employees raises or bonuses.

So while I'm all on board for the idea of rewarding and recognizing employees, and I think the game industry may have a few things to teach us about what motivates people, can we please stop pretending that work, for most people, is anything other than work?

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