Case Study:
Gamification That Triggers Turnaround

Challenge:
Low Engagement and High Churn Across CX Teams

A major services brand was struggling to motivate and retain employees across three critical customer-facing functions:

Contact center agents handling live calls and chats
Digital marketing support teams managing email, campaigns, and online customer response
Website management teams responsible for updating content, fixing issues, and optimizing digital experiences

Though these roles directly impacted customer satisfaction, all three teams were facing:

Low morale and inconsistent performance
Lack of feedback or recognition tied to real outcomes
Siloed visibility into their impact on the customer journey
High turnover, especially in support and entry-level roles

The company needed a scalable solution to motivate employees, drive the right behaviors, and create a high-performance, cross-functional CX culture.

Solution:
Personalized, Gamified Performance Management with BespokeCSI

The organization partnered with BespokeCSI to introduce an integrated solution that combined gamification, real-time performance feedback, and AI-powered coaching across all frontline experience teams.

What We Delivered:

Custom role-specific dashboards and leaderboards
Personalized goals tied to each team’s unique performance metrics
Real-time insights surfaced automatically after each customer interaction
Recognition tools and achievement badges to boost morale
Rapid integration with contact center and marketing platforms

Use Case 1:
Motivating Contact Center Agents

Agents were equipped with real-time progress tracking on KPIs like CSAT, First Contact Resolution, and AHT combined with daily goals and instant recognition.

Results in 90 Days:

22% boost in customer satisfaction
26% reduction in churn
Improved clarity and confidence through performance visibility

Use Case 2:
Empowering Digital Marketing Support

Email responders, content creators, and campaign specialists gained visibility into how their work influenced engagement and satisfaction through metrics like campaign accuracy, response time, and tone alignment.

Results:

Increase in response accuracy
Reduction in email/chat reply time
Clearer development paths and higher job satisfaction

Use Case 3:
Engaging Website Management Teams

The website team often worked behind the scenes but played a vital role in the customer experience. From fixing broken links to optimizing navigation and updating critical content, their impact was real but largely invisible.

With BespokeCSI, they gained:

Performance dashboards tied to uptime, page errors, content updates, and support escalations
Real-time alerts highlighting when updates led to improved user outcomes or reduced support tickets
Gamified recognition for proactive fixes and friction-reducing changes
Visibility into how their work directly improved the customer journey

Results:

37% decrease in repeat support tickets tied to web issues
Faster resolution of critical bugs and content gaps
Increased engagement and collaboration with CX and marketing teams

Why It Worked

Motivation Through Recognition: All teams felt seen and celebrated for work that impacts customers
Tailored Goals: KPIs aligned to the unique responsibilities of each role
Real-Time Feedback: Instant coaching and reinforcement drove faster growth
Unified Culture: Cross-functional alignment across channels, tools, and outcomes
Lightweight Deployment: Quick setup without disrupting workflows

Conclusion: A Culture of Motivation, Insight, and Impact

By implementing BespokeCSI, this organization empowered every CX contributor, from frontline agents to campaign specialists to web managers. They created a shared culture of performance, ownership, and growth fueling better customer outcomes and stronger employee retention.

When every customer-facing employee knows where they stand and how to win, the experience improves for everyone.