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Gamification for zendesk
Zendesk is a customer service platform. It is
designed for companies that want to make
customer service more meaningful, p...
Gamification for zendesk
Just like good driving is about more than
accelerating, good customer service is much
more than a...
Good customer service performance requires
excelling on many levels:
• Productivity – average handling time, utilization
•...
Performance improved
by 5-20%
Behavior modification
improved
by x2-4
© 2014 GamEffective. all rights reserved to BizEffect...
6
Personal Avatar
that follows
employee across
apps
Leadboard
© 2014 GamEffective. all rights reserved to BizEffective. Confidential 7
Continous feedback
about all metrics that
relate to customer
service – encouraging
nuanced behavior
change across a
multit...
Customer Service apps should always be
linked to learning and training…
© 2014 GamEffective. all rights reserved to BizEff...
eLearning integrated as call to action
10
Games are about engaging narratives
we’re the 1st to do this
11© 2014 GamEffective. all rights reserved to BizEffective. C...
Meg Neiper, Level : Little League, 2050 xp; Rank #8
Quality
CSAT
Productivity
Balance
© 2014 GamEffective. all rights rese...
Meg Neiper, Level : Minor League, 2350 xp; Rank #8
Quality
CSAT
Productivity
© 2014 GamEffective. all rights reserved to B...
Meg Neiper, Level : MLB, 2550 xp; Rank #7
Quality
CSAT
Productivity
14
Meg Neiper, Level : MLB, 2550 xp; Rank #7
Quality
CSAT
Productivity
15
Meg Neiper, Level : MLB All Stars, 3050 xp; Rank #4
Quality
CSAT
Productivity
© 2014 GamEffective. all rights reserved to ...
Big Screen
17
18
19
20
Games motivate behavior
• Gamification: achieve better performance through game mechanics
• Gamification 1.0: leaderboards...
Narratives are great metaphors that drive
behavior
© 2014 GamEffective. all rights reserved to BizEffective. Confidential ...
Narratives are not about a gross-over
simplification of work, objectives, or game rules
THEY ARE ABOUT A NUANCED VIEW OF W...
© 2014 GamEffective. all rights reserved to BizEffective. Confidential 24
Cloud Based Enterprise Gamification Platform
-
I...
The evolution of Gamification
© 2014 GamEffective. all rights reserved to BizEffective. Confidential 25
2012
Enterprise
Ga...
Working across apps | clear calls to action
No Code Integration
26© 2014 GamEffective. all rights reserved to BizEffective...
15 November 2014
Subscribe to our blog
www.gameffective.com/blog
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Enterprise Gamification for zendesk customer service

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Enterprise Gamification solution for Zendesk
Gamify performance for Customer service, call centers and contact centers

Encourage behavior change and give immediate feedback to employees.

Published in: Software
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Enterprise Gamification for zendesk customer service

  1. 1. Gamification for zendesk
  2. 2. Zendesk is a customer service platform. It is designed for companies that want to make customer service more meaningful, personal and productive. © 2014 GamEffective. all rights reserved to BizEffective. Confidential 2
  3. 3. Gamification for zendesk Just like good driving is about more than accelerating, good customer service is much more than a nice phone attitude. © 2014 GamEffective. all rights reserved to BizEffective. Confidential 3
  4. 4. Good customer service performance requires excelling on many levels: • Productivity – average handling time, utilization • Quality of service – resolution rate, first contact resolution; and • Customer satisfaction – customer feedback and perceived value of the service In fact, excelling at just one of the three elements above may even be detrimental to the customer service organization! © 2014 GamEffective. all rights reserved to BizEffective. Confidential 4
  5. 5. Performance improved by 5-20% Behavior modification improved by x2-4 © 2014 GamEffective. all rights reserved to BizEffective. Confidential 5 GamEffective is Embedded in zendesk 5
  6. 6. 6 Personal Avatar that follows employee across apps
  7. 7. Leadboard © 2014 GamEffective. all rights reserved to BizEffective. Confidential 7
  8. 8. Continous feedback about all metrics that relate to customer service – encouraging nuanced behavior change across a multitude of elements © 2014 GamEffective. all rights reserved to BizEffective. Confidential 8
  9. 9. Customer Service apps should always be linked to learning and training… © 2014 GamEffective. all rights reserved to BizEffective. Confidential 9
  10. 10. eLearning integrated as call to action 10
  11. 11. Games are about engaging narratives we’re the 1st to do this 11© 2014 GamEffective. all rights reserved to BizEffective. Confidential
  12. 12. Meg Neiper, Level : Little League, 2050 xp; Rank #8 Quality CSAT Productivity Balance © 2014 GamEffective. all rights reserved to BizEffective. Confidential 12
  13. 13. Meg Neiper, Level : Minor League, 2350 xp; Rank #8 Quality CSAT Productivity © 2014 GamEffective. all rights reserved to BizEffective. Confidential 13
  14. 14. Meg Neiper, Level : MLB, 2550 xp; Rank #7 Quality CSAT Productivity 14
  15. 15. Meg Neiper, Level : MLB, 2550 xp; Rank #7 Quality CSAT Productivity 15
  16. 16. Meg Neiper, Level : MLB All Stars, 3050 xp; Rank #4 Quality CSAT Productivity © 2014 GamEffective. all rights reserved to BizEffective. Confidential 16
  17. 17. Big Screen 17
  18. 18. 18
  19. 19. 19
  20. 20. 20
  21. 21. Games motivate behavior • Gamification: achieve better performance through game mechanics • Gamification 1.0: leaderboards, badges, points • Modern gamification: narrative based & rich graphics
  22. 22. Narratives are great metaphors that drive behavior © 2014 GamEffective. all rights reserved to BizEffective. Confidential 22 • Song contests and fantasy sports for team based work • City building for training and on boarding • Baseball, football and more….
  23. 23. Narratives are not about a gross-over simplification of work, objectives, or game rules THEY ARE ABOUT A NUANCED VIEW OF WORK THEY ALSO ENCOURAGE SKILL BUILDING © 2014 GamEffective. all rights reserved to BizEffective. Confidential 23
  24. 24. © 2014 GamEffective. all rights reserved to BizEffective. Confidential 24 Cloud Based Enterprise Gamification Platform - Improve business outcomes Using game dynamics to drive mass engagement Performance improved by 10-15% Employee engagement improved by x3
  25. 25. The evolution of Gamification © 2014 GamEffective. all rights reserved to BizEffective. Confidential 25 2012 Enterprise Gamification 2006 Gamification Apps 2002 “Gamification” coined 2008 Community Gamification 2014 Gamification 2.0
  26. 26. Working across apps | clear calls to action No Code Integration 26© 2014 GamEffective. all rights reserved to BizEffective. Confidential
  27. 27. 15 November 2014 Subscribe to our blog www.gameffective.com/blog

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