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. ...
How does it Work?
Pavlov   Skinner   Maslov
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 KPIICM, February 2011, Seven Metrics for call centerSuccessIn February 2011, they came up with the Seven Me...
First Call Resolution          Service Level          Adherence to ScheduleOutcome   Forecasting Accuracy          Self-Se...
First Call Resolution          Service Level          Adherence to ScheduleOutcome   Forecasting Accuracy          Self-Se...
Second, I need to design a  framework… But How?
Read online & offline   Workshop: “Mario Herger”
MDA FrameworkMechanics: Functioning componentsDynamics: InteractionsAesthetics: Fun partsThis framework is created by Robi...
MDA Framework                               PointsFour types of game elements:   Levels                               Badg...
PointsLevelsBadgesLeaderboard
PointsLevelsBadgesLeaderboard
PointsLevelsBadgesLeaderboard
PointsLevelsBadgesLeaderboard
EXTRACT          Excel            Test NO.1
C++Programming
Client                                     Database                                                 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 article...
RESULTS (pilot – only email)Have more fun at there JobCompetition between agentsMore use of the knowledge baseMore article...
This should Result in …
Thanks to:
Chris van den BergEmail:      chris@engageit.coWebsite:    http://www.engageit.coTwitter:    http://twitter.com/chrisvdber...
Engage Gamification!
Gamify a callcenter?
Gamify a callcenter?
Gamify a callcenter?
Gamify a callcenter?
Gamify a callcenter?
Gamify a callcenter?
Gamify a callcenter?
Gamify a callcenter?
Gamify a callcenter?
Gamify a callcenter?
Gamify a callcenter?
Gamify a callcenter?
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

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  • Weetiemandwat het is? Volgens Wikipedia is het:
  • Weetiemandwat het is? Volgens Wikipedia is het:
  • But is this so new?
  • Onhighschool, you had a paper when you finised a table you get a badge! Gamifcation is about positive feedback and competition.
  • Weetiemandwat het is? Volgens Wikipedia is het:
  • But is this so new?
  • Weetiemandwat het is? Volgens Wikipedia is het:
  • Betrokkenheid:Monotomous due high, receptive natureImpossible Targets and strictues
  • Weetiemandwat het is? Volgens Wikipedia is het:
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • Weetiemandwat het is? Volgens Wikipedia is het:
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • Weetiemandwat het is? Volgens Wikipedia is het:
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • But is this so new?
  • Weetiemandwat het is? Volgens Wikipedia is het:
  • Gamify a callcenter?

    1. 1. Gamify a Callcenter?
    2. 2. Who is Chris?
    3. 3. 2006
    4. 4. 2008
    5. 5. 2008
    6. 6. 2012
    7. 7. But First: What is Gamification?
    8. 8. 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 toGamefullness: Defining “Gamification”. ACM, Finland, 2011, 9-14
    9. 9. How does it Work?
    10. 10. Pavlov Skinner Maslov
    11. 11. Research TopicWill Gamification work in a contact center?
    12. 12. Why a Call Center?
    13. 13. Coxen, A. Top 10 call center problems [http://www.callcentrehelper.com/the-top-ten-call-centre-problems-12637.htm]
    14. 14. When is a Contact Center Successful ?
    15. 15. Consultants Customers
    16. 16. Contact Center KPIICM, February 2011, Seven Metrics for call centerSuccessIn 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].
    17. 17. First Call Resolution Service Level Adherence to ScheduleOutcome Forecasting Accuracy Self-Service Accessibility Contact Quality Customer Satisfaction
    18. 18. First Call Resolution Service Level Adherence to ScheduleOutcome Forecasting Accuracy Self-Service Accessibility Contact Quality Customer Satisfaction
    19. 19. Second, I need to design a framework… But How?
    20. 20. Read online & offline Workshop: “Mario Herger”
    21. 21. MDA FrameworkMechanics: Functioning componentsDynamics: InteractionsAesthetics: Fun partsThis 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]
    22. 22. MDA Framework PointsFour types of game elements: Levels Badges Leaderboard
    23. 23. PointsLevelsBadgesLeaderboard
    24. 24. PointsLevelsBadgesLeaderboard
    25. 25. PointsLevelsBadgesLeaderboard
    26. 26. PointsLevelsBadgesLeaderboard
    27. 27. EXTRACT Excel Test NO.1
    28. 28. C++Programming
    29. 29. Client Database n Read X Gamification Service PushGamificationDatabase Client
    30. 30. Third, Now we need a Prototype …
    31. 31. Client
    32. 32. Client
    33. 33. RESULTS (pilot – only email)Have more fun at there Job
    34. 34. RESULTS (pilot – only email)Have more fun at there JobCompetition between agents
    35. 35. RESULTS (pilot – only email)Have more fun at there JobCompetition between agentsMore use of the knowledge base
    36. 36. RESULTS (pilot – only email)Have more fun at there JobCompetition between agentsMore use of the knowledge baseMore articles delivered for knowledge base
    37. 37. RESULTS (pilot – only email)Have more fun at there JobCompetition between agentsMore use of the knowledge baseMore articles delivered for knowledge baseLess cherry picking
    38. 38. This should Result in …
    39. 39. Thanks to:
    40. 40. Chris van den BergEmail: chris@engageit.coWebsite: http://www.engageit.coTwitter: http://twitter.com/chrisvdbergLinkedin: http://www.chrisvdberg.comQuestions? Contact me !
    41. 41. Engage Gamification!

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