In chapter 1, we discussed the current state of employee communication, the challenges facing both employees and employers and how digital channels are creating unique opportunities for employee communication.
In this chapter, we’ll look at how one of these digital channels, leaderboards on digital signage displays, can enable effective communication and be used to engage employees.
In their simplest forms, leaderboards are a database of scoring data. They tap into our natural drive for recognition and status, providing a fantastic incentive for your employees. By publicly displaying ranking based on key performance indicators (KPIs) such as closed sales, businesses create an opportunity to build a competitive spirit and team unity. The leaderboards provide the right balance of teamwork and healthy competition.
Below are a few examples of leaderboards on digital signage screens and how they can influence the behaviors of employees:
A sales leaderboard is the perfect outlet for sales reps who are naturally competitive and thrive off of peer recognition.
When publicly displayed on a digital signage screen, the sales leaderboard can drive productivity and healthy competition and build morale in the office. Top performing sales reps will be proud of their achievements, while remaining motivated to stay in the number one spot. Poor-performing reps will be motivated to be more aggressive and break into the top positions so that they can be publicly recognized on the team-wide leaderboard.
Sales leaderboards can deliver more than just rankings of new accounts, sales made or demos booked. Extra resources can be added to increase the value of the screens e.g a scrolling text ticker can be used to announce recently closed sales, serving as an effective reminder of past successes; a “New Deal” alert with sleek graphics and animation can take up the whole screen when a new account is closed.
Celebrating such wins publicly using powerful visual reinforcements is a surefire way to build motivation and morale.
With a sales leaderboard on digital signage screens, both employees and managers can know where they stand in an instant, providing ranking, motivation, and coaching opportunities.
Motivated employees are big business, especially in the service industry.
Take a call center for example. Employees are sitting shoulder-to-shoulder in a windowless cubicle farm for hours chatting with customers who range from clueless to enraged, all while pushy supervisors are breathing down their necks. And the pay is not that great either. It’s no wonder turnover at call centers is about 33% and can go as high as 70% at those with staff exceeding 1,000 agents.
It’s workplaces such as these that can reap gigantic benefits from service leaderboards on digital signage screens.
When management is overburdened and managers are hard-pressed to engage employees through mentoring and team building, technology can make the task easier by creating new ways to facilitate collaboration, motivation and productivity.
Leaderboards in businesses in the service industry can show rankings for information such as outbound and inbound calls, closed tickets, time spent on tickets, email or Chat messages that have been responded to, support answers given on a public forum, badges earned etc.
When agents have real-time visibility into the quality of their work, their performance will improve. Service leaderboards on digital signage screens give your reps the fuel to not only push themselves to succeed, but to also collaborate to hit team goals.
They also encourage social interaction. Employees answering customer calls, chats, emails and tickets are often tethered to their headsets and/or computers. Human beings are social animals so this solitary work mode can produce disengaged employees and have negative effects on productivity.
Service leaderboards can help build new interactions and strengthen existing ones. Employees pitted against each other or against a different location will interact more and build quality relationships. This not only builds resilience, but the presence of work BFFs has been shown to improve engagement and productivity. Gallup reports that employees who report having a BFF at work were 35% more likely to report coworker commitment to quality.
Social leaderboards identity influencers in a network: Who has the most Twitter followers or LinkedIn connections? Who is the top marketing blogger? How does our branch’s twitter following compare to another?
The scoring allows businesses to see their overall performance as a social brand. This is an important metric to measure, especially in this age of the Internet of Things where social media is having a tremendous impact on our culture and business.
Social leaderboards also identify top players to emulate. They isolate leaders who are excelling and point employees to them for mentoring, guidance etc.
Just like with sales leaderboards, businesses can add resources to social leaderboards to increase their value. Marketing teams can take an influencer from the leaderboard and showcase them on the company blog to bring their audience to the company’s site. They can also embed a QR code on the leaderboard for employees to download more info on the leaders.
Other Leaderboards on Digital Signage Screens
Leaderboards can be used to encourage participation in company philanthropic events. For instance, a company-wide food drive can include a leaderboard showing top contributors. Employees, departments or locations can be pitted against each other. This will encourage more people to participate, resulting in more giving.
They can also be used to encourage healthy lifestyles. For example, employees can share their fitbit information and have it publicly displayed to compare who is walking more, burning more calories, climbing more floors etc. This will motivate employees to be more active and have fun while they’re doing it.
HR professionals can also use leaderboards to improve the quality of their recruiting pool. To encourage employee referrals, HR personnel can create a leaderboard ranking employees by how many referrals they make and rewarding the top performers. This will encourage employees to refer more people; referred candidates are faster and cheaper to hire, will onboard faster and will stay at their job longer than a traditional hire.
In chapter 3, we’ll discuss gamification at work — the application of game mechanics to day-to-day work within a company. We’ll look at how companies are and can leverage aspects of games to achieve something more e.g build morale, healthy competition and productivity.