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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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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