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Workshop | How to Gamify a contact center @ Kana Connect
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Workshop | How to Gamify a contact center @ Kana Connect

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The workshop I gave at Kana Connect, 24 september 2013 in the Netherlands.

The workshop I gave at Kana Connect, 24 september 2013 in the Netherlands.

How to Gamify a contact center

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  • .
  • Ebay: http://www.gamification.co/gbase-entry/ebay/Microsoft: http://www.gamifiedenterprise.com/tag/microsoftSamsung: http://www.gamification.co/2011/11/08/samsung-among-the-first-to-innovate-with-badgevilles-behavior-platform/
  • Link movie:
  • http://fold.ithttp://enterprise-gamification.com/index.php/en/factsMental rotation: this game may cater more towards male players75% of people had no prior background in biochemistryFour top reasons to play quoted were: Purpose, Achievement, Immersion, Social
  • http://www.thefuntheory.com/bottle-bank-arcade-machinehttp://enterprise-gamification.com/index.php/en/facts
  • 41 kg more of therei trash
  • Add 2 psychologie gastenRichard Ryan & Edward Deci
  • Add 2 psychologie gastenRichard Ryan & Edward Deci
  • Add 2 psychologie gastenRichard Ryan & Edward Deci
  • Add 2 psychologie gastenRichard Ryan & Edward Deci
  • Add 2 psychologie gastenRichard Ryan & Edward Deci
  • Mechanics describes the particular components of the game, at the level of data representation and algorithms. Dynamics describes the run-time behavior of the mechanics acting on player inputs and each othersoutputs over time. Aesthetics describes the desirable emotional responses evoked in the player, when she interacts with the game system.
  • Make it xinyu style.. :DSource: Bartle Test: http://en.wikipedia.org/wiki/Bartle_Test Test yourself:http://www.gamerdna.com/quizzes/bartle-test-of-gamer-psychology
  • Make it xinyu style.. :DSource: Bartle Test: http://en.wikipedia.org/wiki/Bartle_Test Test yourself:http://www.gamerdna.com/quizzes/bartle-test-of-gamer-psychology
  • Make it xinyu style.. :DSource: Bartle Test: http://en.wikipedia.org/wiki/Bartle_Test Test yourself:http://www.gamerdna.com/quizzes/bartle-test-of-gamer-psychology
  • Make it xinyu style.. :DSource: Bartle Test: http://en.wikipedia.org/wiki/Bartle_Test Test yourself:http://www.gamerdna.com/quizzes/bartle-test-of-gamer-psychology
  • Make it xinyu style.. :DSource: Bartle Test: http://en.wikipedia.org/wiki/Bartle_Test Test yourself:http://www.gamerdna.com/quizzes/bartle-test-of-gamer-psychology
  • Make this EngageIT Framework … No time with it! Remove project Management for now… It’s only for the workshop ..

Workshop | How to Gamify a contact center @ Kana Connect Workshop | How to Gamify a contact center @ Kana Connect Presentation Transcript

  • Gamify a Contact Center!
  • Who is Chris?
  • 2006
  • 2008
  • 2008
  • 2012
  • Research Topic Will Gamification work in a Contact Center?
  • 2013
  • Contact CenterGamification
  • Our Mission Today We will Create a Contact Center Game with the whole group…
  • 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 Gamefulness: Defining “Gamification”. ACM, Finland, 2011, 9-14
  • Game Mechanism Game Design Thinking Non-game Context
  • Why Gamification?
  • According to Gartner, by 2015 more than 50 percent of organizations that manage innovation processes will Gamify those processes. Gartner (the world’s leading information technology research and advisory company)By 2015, More Than 50 Percent of Organizations That Manage Innovation Processes Will Gamify Those Processes [http://www.gartner.com/it/page.jsp?id=1629214]
  • …the current generation has grown up with technology, and especially video Games, as a part of everyday life. --M. Burke and T. Hiltbrand (2001)
  • “Suddenly, Gamification is the hot new business concept with many of the world’s most admired companies signing on.” -Fortune, Oct.17, 2011
  • Some Examples:
  • FoldIt 46,000 players solved problem of how to fold proteins in 10 days (scientists had failed 15 years to solve it) Sources: http://fold.it http://enterprise-gamification.com/index.php/en/facts
  • Bottle Bank Arcade 50x more usage than nearby bottle return Sources: http://www.thefuntheory.com/bottle-bank-arcade-machine http://enterprise-gamification.com/index.php/en/facts
  • Sources: http://www.thefuntheory.com/worlds-deepest-bin World’s Deepest Bin 41 KG more trash
  • Speed Camera Lottery 32 km -> dropped to 25 km Sources: http://www.thefuntheory.com/speed-camera-lottery-
  • Experiment
  • Challenges of Caiway
  • CHALLENGES Cherry Picking SLA Improvement First Time Fix Knowledge base usages Knowledge base articles delivery of agents
  • +
  • KANA Express PONY Platform
  • Points SLA Difficulty Use of Knowledge Base First Try Activity Points
  • Badges
  • Level and Scores
  • Leaderboard Leaderboard
  • Activities
  •  Less Cherry Picking  SLA Improvement  First time Fix +8%  Higher knowledge base usage +12%  More items for the knowledge base +17%  More fun in the job / Competition Outcome?
  • Psychology background
  • Pavlov Skinner Maslov Richard Ryan & Edward Deci
  • Pavlov Skinner Maslov Richard Ryan & Edward Deci Classical Conditioning
  • Pavlov Skinner Maslov Richard Ryan & Edward Deci Operant Conditioning
  • Pavlov Skinner Maslov Richard Ryan & Edward Deci The need for Self - Actualisation Experience purpose, meaning and realising all inner potentials Esteem Need The need to be a unique individual with self- respect and to enjoy general esteem from othersLove and Belonging Needs The need for belonging, to receive and give love, appreciation, friendship. Security Need The basic need for social security in a family and a society that protects against hunger and violence. The Physiological Needs The need for food, water, shelter and clothing
  • Pavlov Skinner Maslov Richard Ryan & Edward Deci ` Extrinsic MotivationAmotivation Perceived non- contingency Low perceived competence Non-relevance Non-intentionality Intrinsic Motivation Interest / Enjoyment Inherent Satisfaction Internal Integration Hierarchical synthesis of goals Congruence Internal Identification Conscious valuing of activity Self-endorsement of goals Somewhat Internal Introjection Ego involvement Focus on approval from self or others Somewhat External External Regulation Salience of extrinsic rewards or punishments Compliance / Reactance ExternalImpersonal
  • Game Theory
  • MDA Framework 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] Mechanics Functioning components Dynamics Interactions Aesthetics Fun Parts
  • MDA Framework The Most Commonly used elements Leaderboard Badges Levels Points
  • Source: Bartle Test: http://en.wikipedia.org/wiki/Bartle_Test Bartle Test
  • Defined by: Killers A focus on wining, rank, and direct peer-to-peer competition. Engaged by: Leaderboards, Ranks
  • Defined by: Achiever A focus on attaining status and achieving preset goals quickly and/or completely. Engaged by: Achievements
  • Defined by: Socializer A focus on socializing and a drive to develop a network of friend and contacts. Engaged by: Newsfeeds, Friend List, Chat
  • Defined by: Explorer A focus on exploring and a drive to discover the unknown. Engaged by: Obfuscated Achievements
  • Adding the Fun Element
  • Questions? Contact me! chris@engageit.co http://www.engageit.co http://twitter.com/chrisvdberg http://www.chrisvdberg.com Chris van den Berg