Call center incentive system and method

An agent incentive system comprising:

• communications means for allowing an agent to conduct communications with another person;
• means, operatively connected to said communications means, for managing the distribution of said communications to and from said agent;
• means, operatively connected to said managing means, for electronically monitoring a performance parameter of said communications that are conducted by said agent;
• means, operatively connected to said monitoring means, for electronically evaluating said monitored performance parameter of said communications against a performance parameter standard;
• and
• means, operatively connected to said evaluating means, for engaging said agent in a game by operation of said communications means when said evaluation of said monitored performance parameter meets said performance parameter standard.

A method of motivating a call center agent utilizing a call center system that includes a plurality of computing devices, where each computing device has voice communication capability and graphical display capability comprising the steps of:

• electronically monitoring a performance parameter relating to at least one business communication that is conducted by said call center agent at one of said plurality of computing devices;
• electronically comparing an evaluation of said monitored performance parameter to an established performance parameter standard at a designated frequency;
• automatically delivering a graphical game interface to said computing device of said call center agent when said comparison between said evaluation of said monitored performance parameter and said performance parameter standard establishes that said performance parameter standard has been met;
• and
• allowing said call center agent to play a game that corresponds to said graphical game interface by interacting with said computing device, including enabling said call center agent to play said game either during a first business communication or immediately prior to a second business communication that follows said first business communication.

A method of providing positive incentive to a person involved in a business interaction relating to a particular business entity comprising steps of:

• establishing a data connection between a first computing device of a customer of said business entity and a source of data that is specific to said business entity and that is accessible to said customer via a browser application stored on said first computing device, said data connection being a network connection;
• establishing a voice connection between said customer and an agent of said business entity, said agent having a second computing device;
• determining whether said agent is eligible for participation in an agent-directed incentive mechanism of said business entity;
• determining whether said customer is eligible for participation in a customer-directed incentive mechanism of said business entity;
• and
• based upon said determinations of eligibility, visually indicating to said customer via said data connection that at least one of said customer and said agent is eligible for a cost-free incentive that is based upon participation in said business interaction, including displaying a visual indicator of said eligibility on a screen of said first computing device.

A method of providing a positive incentive to a person involved in a business interaction relating to a particular business entity comprising steps of:

• establishing a data connection between a first computing device of a customer of said business entity and a source of data that is specific to said business entity and that is accessible to said customer via a browser application stored on said first computing device, said data connection being a network connection;
• establishing a voice connection between said customer and an agent of said business entity, said agent having a second computing device;
• visually indicating to said customer via said data connection that at least one of said customer and said agent is eligible for a cost-free incentive that is based upon participation in said business interaction, including displaying a visual indicator of said eligibility on a screen of said first computing device;
• and
• enabling said agent to participate in a game, said game being said cost-free incentive for said agent, including basing eligibility of participation in said game upon activity by said customer.