Gamify a callcenter?
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Gamify a Callcenter?
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Gave this presentation at the "klant interactie beurs' for CCMA Congress at tuesday 12 of March 2013
Transcript of Gamify a callcenter?
Gamify a Callcenter?
Who is Chris?
2006
2008
2008
2012
But First: 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
How does it Work?
Pavlov Skinner Maslov
Research Topic
Will Gamification work in a contact center?
Why a Call Center?
Coxen, A. Top 10 call center problems [http://www.callcentrehelper.com/the-top-ten-call-centre-problems-12637.htm]
When is a Contact Center Successful ?
Consultants Customers
Contact Center KPI
ICM, February 2011, Seven Metrics for call center SuccessIn February 2011, they came up with the Seven Metrics for Call Centre Success. ICMI (2011). Seven Metrics to Watch for Call Center Success [http://www.icmi.com/Resources/Articles/2011/February/Seven-Metrics-to-Watch-for-Call-Center-Success].
First Call Resolution
Service Level
Adherence to Schedule
Forecasting Accuracy
Self-Service Accessibility
Contact Quality
Customer Satisfaction
Outcome
First Call Resolution
Service Level
Adherence to Schedule
Forecasting Accuracy
Self-Service Accessibility
Contact Quality
Customer Satisfaction
Outcome
Second, I need to design a framework… But How?
Read online & offline Workshop: “Mario Herger”
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
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Points
Levels
Badges
Leaderboar
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ExcelEXTRACT
Test NO.1
Programming
C++
Client Database
GamificationService
Read
Push
GamificationDatabase Client
X n
Third, Now we need a Prototype …
Client
Client
RESULTS (pilot – only email) Have more fun at there Job
RESULTS (pilot – only email) Have more fun at there JobCompetition between agents
RESULTS (pilot – only email) Have more fun at there JobCompetition between agentsMore use of the knowledge base
RESULTS (pilot – only email) Have more fun at there JobCompetition between agentsMore use of the knowledge baseMore articles delivered for knowledge base
RESULTS (pilot – only email) Have more fun at there JobCompetition between agentsMore use of the knowledge baseMore articles delivered for knowledge baseLess cherry picking
This should Result in …
Thanks to:
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!
