TouchPoint One opens Season XII of A-GAME Leagues Gridiron

TouchPoint One opened registration July 15 for Season XII of A-GAME Leagues Gridiron, its football-themed gamification program for contact centers, with games set to start this fall. The company says the platform is designed to tie frontline and leadership performance to measurable business outcomes like attrition, engagement and customer satisfaction.

Why it matters: - TouchPoint One is using football-style competition to try to improve contact center performance, employee retention and customer experience. - The company says the format links frontline work and leadership accountability to the same scorecards, which could make performance management more engaging and more measurable. - Organizations using A-GAME Leagues have reported large gains in attrition, scorecard performance, first call resolution, employee satisfaction and return on investment.

What happened: - TouchPoint One opened registration July 15 for Season XII of A-GAME Leagues Gridiron. - Games begin this fall and are timed to the college and professional football seasons. - The platform is built into TouchPoint One’s Acuity Contact Center Performance Management Platform. - The season poster features a quote from Mike Singletary: “Do you want to know what my favorite part of the game is? The opportunity to play.”

The details: - Standard leagues let supervisors coach teams built from their own rosters. - The Xtreme league lets senior executives draft frontline agents and be scored on team performance, attrition, engagement and employee satisfaction. - Both leagues use round-robin tournaments, then single-elimination playoffs, and end with a championship. - TouchPoint One CEO Greg Salvato said the platform is designed so executives “draft teams, they coach, they win and lose right alongside their agents, and they’re measured on it.” - Salvato also said the company sees the model as core performance management, not an add-on. - The company says organizations running A-GAME Leagues have reported more than 75% lower employee attrition. - The company says those organizations also reported more than 50% improvement in balanced scorecard performance across all KPIs. - The company says first call resolution climbed above 86%. - The company says employee satisfaction reached 4.89 out of 5. - The company says the program has produced 7-10X ROI in year one and sustained that return afterward. - At a national pharmacy and healthcare retailer, dual-league players posted a 200% increase in balanced scorecard performance versus non-participants. - At a global business process outsourcing organization, dual-league players outperformed non-participants by 54%. - At that same BPO organization, standard-league players beat non-participants by 21%. - TouchPoint One is headquartered in Indianapolis, Indiana. - TouchPoint One describes Acuity as an AI-powered platform that unifies data management, coaching, quality, learning, operational intelligence and gamification. - The company says Acuity is used by leading organizations across multiple industries to improve workforce engagement, operational performance and customer experience outcomes. - More information is available on TouchPoint One’s website. - TouchPoint One also listed its LinkedIn page and X account in the release.

Between the lines: - The release frames gamification as a management system, not a motivational extra, by tying executive participation to the same metrics used for agents. - Using Mike Singletary’s quote helps connect the season launch to a broader “play to improve” message aimed at leaders as much as frontline employees. - The emphasis on reported ROI and retention gains signals that TouchPoint One is selling business results, not just engagement.

What's next: - Registration remains open now. - Season XII games start this fall. - TouchPoint One is inviting organizations to set up their leagues ahead of the season. - Standard and Xtreme leagues will run side by side through playoffs and a season-end championship.