Short pieces on agent engagement in contact centres: scoring that rewards quality, contests agents trust, and where Amazon Connect ends and Arena begins.
- How to run a contest your agents will trust
Six rules from the floor: weighted measures, minimum qualifiers, tiered prizes, hidden names, frozen results and a budget. Why each one exists and what happens without it.
Kouros Jelveh, EKPK LLC · October 23, 2026 - Gamification on Amazon Connect: what AWS gives you and what it does not
Connect now ships forecasting, scheduling, AI evaluations and coaching. The engagement layer on top of them is still missing, and that is the gap Arena fills.
Kouros Jelveh, EKPK LLC · October 23, 2026 - Why quality has to outweigh speed in contact centre gamification
Leaderboards that reward volume teach agents to rush. How Arena's scoring is built so that the fastest way to the top is doing the job well.
Kouros Jelveh, EKPK LLC · October 23, 2026