EngageIT - Overview - Platform
36
Gamify a Callcenter!
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17-Oct-2014 -
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Technology
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This presentation gives an overview of our gamification platform. This platform can be used to engage you call center employee's.
Transcript of EngageIT - Overview - Platform
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
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Points
Levels
Badges
Leaderboar
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Points
Levels
Badges
Leaderboar
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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: [email protected]
Website: http://www.engageit.co
Twitter: http://twitter.com/chrisvdberg
Linkedin: http://www.chrisvdberg.com
Questions? Contact me !
Engage Gamification!
