Gamify a Callcenter!

What is Gamification?

Gamification is the use of game design technique, game thinking and game mechanics to enhance non-game contexts.

Deterding. S, Dixon. D, Khaled, R. Nacke. L. From Game Design Elements to Gamefullness: Defining “Gamification”. ACM, Finland, 2011, 9-14

Where does it come from?

Pavlov Skinner Maslov

What are the problems in a Contactcenter?

Coxen, A. Top 10 call center problems [http://www.callcentrehelper.com/the-top-ten-call-centre-problems-12637.htm]

What do we have ?

A Platform

- That facilitate a real life game in your callcenter.

A Platform

- That facilitate a real life game in your callcenter.- Connects with all systems.

MDA Framework

Mechanics: Functioning componentsDynamics: InteractionsAesthetics: Fun parts

This framework is created by Robin Hunicke, Marc LeBlank and Robert Zubek. Hunick, R., LeBlanc, M., Zubek, R., MDA: A Formal Approach to Game Design and Game Research [http://www.cs.northwestern.edu/~hunicke/MDA.pdf]

MDA Framework

Four types of game elements:

Points

Levels

Badges

Leaderboar

d

Points

Levels

Badges

Leaderboar

d

Points

Levels

Badges

Leaderboar

d

Points

Levels

Badges

Leaderboar

d

Points

Levels

Badges

Leaderboar

d

Client Database

GamificationService

Read

Push

GamificationDatabase Client

X n

Implementation

1] Define goals

Implementation

1] Define goals2] Create A framework (design the game)

Implementation

1] Define goals2] Create A framework (design the game)3] Test the framework

Implementation

1] Define goals2] Create A framework (design the game)3] Test the framework4] Connect systems

Implementation

1] Define goals2] Create A framework (design the game)3] Test the framework4] Connect systems5] Implement and play

This results in…

RESULTS Lower absenteeism

RESULTS Lower absenteeismLower staff turnover

RESULTS Lower absenteeismLower staff turnoverImproves agent engagement

RESULTS Lower absenteeismLower staff turnoverImproves agent engagementImproves first call resolution rates

RESULTS Lower absenteeismLower staff turnoverImproves agent engagementImproves first call resolution ratesImproves service Level

RESULTS Lower absenteeismLower staff turnoverImproves agent engagementImproves first call resolution ratesImproves service LevelImproves wait times

Chris van den Berg

Email: chris@engageit.co

Website: http://www.engageit.co

Twitter: http://twitter.com/chrisvdberg

Linkedin: http://www.chrisvdberg.com

Questions? Contact me !

Engage Gamification!