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The article focuses on the embracing companies of video game techniques to improve agent engagement. It mentions about the rapid pace of technological evolution and companies dealing with other people's problems, and satisfying customer demands and also highlights about gamification in which involves bringing interactive video game principles into the contact center.

The article outlines the eight technologies that are driving contact center innovations. Topics include the impact of a cloud-based contact center infrastructure on the dynamics of the market, the potential of mobility to enhance the service experience of both recipients and providers, and self-service as the preferred channel for Millennials. Also mentioned are knowledge management (KM), voice biometrics and gamification.

The article discusses the application of gamification solutions in contact centers. It mentions that gamification provides a framework which enables organizations to motivate employees and customers. It informs about several center gamification vendors including Badgeville, Bunchball and ClearView. It also gives reference of "2014-2015 Gamification Product and Market Report" of the consulting firm DMG Consulting.