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Heyday Now

Available through IT Raven

  • Contact Center and CX

Heyday Now is a gamification and performance-management platform that keeps contact-center agents engaged with challenges, rewards and leaderboards. Its premise is that employee experience drives customer experience: disengaged agents, rising attrition and the isolation of working from home hurt service, so Heyday Now turns performance metrics into a game. Agents earn badges and levels based on how they perform, compete in challenges and throwdowns, wager and earn coins they spend on prizes in a coin store, and see an activity feed where peers give likes and comments, all on leaderboards. Managers run the challenges and see analytics that tie engagement to the metrics that matter, and the platform integrates with the systems those metrics live in, such as CRM, telephony, help desk and business intelligence. For a contact center fighting disengagement and attrition, Heyday Now is a way to motivate agents around real performance data.

Best for

  • Contact centers struggling with disengaged agents, high attrition or isolated remote staff.
  • Managers who want to motivate agents around real performance metrics rather than annual reviews.
  • Operations with a younger workforce that responds to instant feedback, structure and rewards.
  • Teams that want engagement tied to the systems their metrics already live in.

A very small team with high engagement and low attrition has less to gain from a gamification platform.

What they offer

Workforce Engagement Management. A gamification and performance-management platform where agents earn badges, levels and coins based on performance, compete in challenges and on leaderboards, redeem rewards in a coin store, and engage peers through an activity feed, with manager-run challenges, analytics that connect engagement to performance metrics, and integrations to CRM, telephony, help desk and business-intelligence systems.

Contact Center. Engagement and performance tooling aimed specifically at contact-center agents and managers, tying motivation and recognition to the service metrics a contact center is measured on.

Good to know

  • Heyday Now works on top of your existing metrics, so its value depends on integrating with the systems where performance data lives. Confirm those connections.
  • Gamification lands differently across teams. Confirm which metrics you want to reward and how the program is designed for your culture.
  • Product names here are the company's own material.

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How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

  1. 01

    Build your quote list

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  2. 02

    We bring back real options

    A person shops the bench against your addresses, then walks you through what fits and what does not.

  3. 03

    We handle the order and install

    Paperwork, site survey, install dates, cutover night. You get one thread, not five vendors.

  4. 04

    We stay on your account

    Same team for moves, adds, tickets and the next renewal. That is the part everyone else drops.