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GWC2013 - Isabel Andraca - Bristish Telecom - Motivating employees, great customer experience
- 2. The objective
To collect cash
© British Telecommunications plc
To get things right first time to be no1
for customer service
- 5. Hub – First motivational element of the day
© British Telecommunications plc
- 6. Hub background – linked to gamification results
© British Telecommunications plc
- 7. Landing page – End of journey (motivation)
© British Telecommunications plc
- 10. Gamification – badges
Same day bill
Surprises
Go on BT.com
© British Telecommunications plc
Your details
No repeats
Feedback
3+ actions
Complaints
DD sign up
Cash collector
eBill sign up
- 11. The benefits
To collect cash
To get things right first time to be no1 for customer service
To develop brilliant people
© British Telecommunications plc