On August 26, 2014, SOCAP Florida hosted a Luncheon on "Customer Service Gamification" at the NAP of the Americas in Downtown Miami.
Our gracious and thought provoking keynote speaker was Kelly McQuiston, Director Commercial Products at Kelly Services.
In the presentation, Kelly dives into what is Customer Service Gamification, how it is defined, and why we should gamify the agent experience for customer service professionals.
Practices and Values to foster delivery of working software.
An overview of principles that every organizations should have in place to deliver right the first time.
Presentation for the Northern Alabama chapter of Association of Talent Development (ATD). Topics Accenture Drops Annual Performance, Behavioral Economics, Loyalty programs, and Video games.
Practices and Values to foster delivery of working software.
An overview of principles that every organizations should have in place to deliver right the first time.
Presentation for the Northern Alabama chapter of Association of Talent Development (ATD). Topics Accenture Drops Annual Performance, Behavioral Economics, Loyalty programs, and Video games.
What you'll learn:
-5 critical elements that enhance conversion - We will share the 5 critical elements you may be missing that can significantly increase the number of leads and calls coming in from your website.
-Where to place your phone number & social proof - We've found that placing your phone number and social proof in the right place can have a major impact on conversion. This is a simple but often overlooked conversion tactic.
-A simple trick to convert the visitors that don't call on the first visit - More than 70% of your visitors don't call. We will share a simple strategy for staying in front of those buyers, doubling your chance of getting the call.
This presentation visualizes the business journey from a vision to working product in an agile world. Targeted primarily at business owners and users, it explores way of identifying the business capabilities, user personas and their translation into user stories with techniques to help with prioritization and product review post development.
This presentation highlights a wide variety of malocclusion's treated with Invisalign, including:
- Class II
- Class III
- Open bite
- Deep bite
- Extraction
- TMD cases
Participants will garner how to Properly design the ClinCheck treatment plan, including a better understanding of seeking movements as torque, expansion, and anterior intrusion in order to avoid possible iatrogenic sequelae (i.e. posterior open bites).
Dr. Moshiri will therefore discuss how to mate adjunct mechanics like lingual bite ramps, elastic buttons, and I expander phase to Ensure your Invisalign cases finish predictably. If you're looking to pick up several pearls on diagnosing and executing your Invisalign cases Effectively, then you will not want to miss this presentation.
There was an event in Greater China covering the talent management strategies for identifying and building a pipeline of Managers, Leaders, and Executives - from selection to succession. We would like to share the presentation from Kelly Services SVP - Pam Berklich.
DB Healthcare IT specializes in healthcare information technology consulting services, solutions and staff augmentation services to commercial and government healthcare organizations and healthcare consulting practices.
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A capability overview of Stafing and Enrollment solutions from Dell Healthcare Services. Browse through the deck to discover how Dell Healthcare Services can help your organization become future-ready. Learn more at Dell.com/healthplans
What you'll learn:
-5 critical elements that enhance conversion - We will share the 5 critical elements you may be missing that can significantly increase the number of leads and calls coming in from your website.
-Where to place your phone number & social proof - We've found that placing your phone number and social proof in the right place can have a major impact on conversion. This is a simple but often overlooked conversion tactic.
-A simple trick to convert the visitors that don't call on the first visit - More than 70% of your visitors don't call. We will share a simple strategy for staying in front of those buyers, doubling your chance of getting the call.
This presentation visualizes the business journey from a vision to working product in an agile world. Targeted primarily at business owners and users, it explores way of identifying the business capabilities, user personas and their translation into user stories with techniques to help with prioritization and product review post development.
This presentation highlights a wide variety of malocclusion's treated with Invisalign, including:
- Class II
- Class III
- Open bite
- Deep bite
- Extraction
- TMD cases
Participants will garner how to Properly design the ClinCheck treatment plan, including a better understanding of seeking movements as torque, expansion, and anterior intrusion in order to avoid possible iatrogenic sequelae (i.e. posterior open bites).
Dr. Moshiri will therefore discuss how to mate adjunct mechanics like lingual bite ramps, elastic buttons, and I expander phase to Ensure your Invisalign cases finish predictably. If you're looking to pick up several pearls on diagnosing and executing your Invisalign cases Effectively, then you will not want to miss this presentation.
There was an event in Greater China covering the talent management strategies for identifying and building a pipeline of Managers, Leaders, and Executives - from selection to succession. We would like to share the presentation from Kelly Services SVP - Pam Berklich.
DB Healthcare IT specializes in healthcare information technology consulting services, solutions and staff augmentation services to commercial and government healthcare organizations and healthcare consulting practices.
Dell Healthcare Services: Staffing and EnrollmentDell Services
A capability overview of Stafing and Enrollment solutions from Dell Healthcare Services. Browse through the deck to discover how Dell Healthcare Services can help your organization become future-ready. Learn more at Dell.com/healthplans
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Banks are in a strong position to offer gamification. Banking is contemporaneously a very important yet very difficult task for many people. By using the most ancient form of learning, fun, to attract and engage customers, banks can help overcome customers’ inherent disinterest in the subject and guide them through the financial maze.
In this fast-paced session, we cover 20 ways—in 20 minutes—to supercharge your customer acquisition program. Tips will cover how to plan, execute, optimize, and measure your way to lead generation and optimization success.
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Gamification and the power of boosting engagement: Steve SimsBen Gilchriest
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This presentation, from Steve Sims, VP of Badgeville's Behaviour Lab, focuses on how gamification can boost engagement. It covers the background theory to game design and worked examples with real results that supports the theory.
Capgemini Australia's Digital Transformation practice, focused on helping our clients find, size and catalyse digital opportunities, and Badgeville, the #1 gamification and behaviour management platform, work in partnership to leverage innovative gamification techniques to accelerate digital transformation in major organizations by engaging, rewarding and motivating employees and customers.
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LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
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This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
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Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
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Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
2. | Proprietary and Confidential to Kelly Services, Inc. 2 |
What we will cover…
Why am I here?
Gamification Defined
Why Gamify?
“Aint Nothin New”
…a new spin on an old theme? Perhaps!
Kelly Journey
– Current Situation
– Objectives
– Set Parameters
– Vendors
To Game or Not To Game
Lasting Impressions
3. Kelly Services & Contact Center Staffing
By the Numbers
Kelly founded the staffing
industry over 65 years ago
every
Kelly puts an
Worked in 2013
16,000
employee to work
Contact Center employees
hired last year
MILLION
HOURS
Nearly 25,000 contact center jobs filled
Home-based agents
38
seconds
Proprietary and Confidential to Kelly Services, Inc. • 3
More than
Contact Center Clients
4. | Proprietary and Confidential to Kelly Services, Inc. 4 |
The True Definition
“The process of adding gaming elements
to non-gaming activity to encourage
action and participation”
Gamification borrows design principals inherent in
games to drive behavior across non-game experiences
Operational strategy coupled with technology to
improve business performance
5. | Proprietary and Confidential to Kelly Services, Inc. 5 |
Why Gamify?
Agent work is routine and repetitive
High job burnout = high attrition
“Am I getting better at this?”
Lack sense of accomplishment
Change behaviors to achieve better business results
Engaged Employees = Customer Satisfaction
Incentives & Recognition needs a facelift
World is Changing – Elise Olding, Gartner
– 25% of all redesigned business processes will have gaming by
2015
– Will grow from $100M (4Q12) to $2.6B by 2016
– MMORPGs and Social Network are changing how we interact,
play, and gain social acceptance
– Technology makes all things easier!
Why Gamify?
Girls (and boys) just want to have fun!
6. | Proprietary and Confidential to Kelly Services, Inc. 6 |
“Aint nothin new”, or is it?
Be prepared for skepticism
• S&H Green Stamps
• Fantasy Football
• Frequent Flyer Programs
• Boy Scouts, Girl Scouts and Merit Badges
• Game show popularity
• McDonalds – Monopoly game
• EDUCATION!!! E-learning
The excitement comes from meeting the goal, not
just getting the reward
– Individual
– Team
Not just for Millennials
Becoming less art and more science
7. | Proprietary and Confidential to Kelly Services, Inc. 7 |
Kelly Journey – Current Situation
HBA programs
– Everything is virtual
– Incentive Pay – tied to customer KPIs (CSAT, FCR, QA)
• Effective measures that drive customer engagement
– Discretionary – impromptu recognition (un-planned)
– Non-Discretionary (planned)
• If you do this you will get that
• Calculation of Over Time
• Employee tax implications
– Traditional contests & awards
• Heavy Lifting to administer
• Manual posting of results & fulfillment
• Lacked visibility & benefit to program
8. Kelly Journey – Objectives
Improve Agent Performance – rewards for achieving goals
Close the “virtual shock” gap
Reduce job burnout, lower attrition
Automate tracking & fulfillment
Gain greater visibility
| Proprietary and Confidential to Kelly Services, Inc. 8 |
– Goals & Objectives
– Leader Boards
– Public Recognition
Strengthen Employee Engagement
Drive Passion & Knowledge
Increase Fun Factor!
9. Kelly Journey – Set Parameters
• Aligned to goals, not transactions
• Award tokens, play games, get points, redeem for cash and prizes
• Create games that target performance
• Don’t create games for something that is expected (i.e. arriving to work on time)
• Badges are earned for reaching certain levels/goals
not purchased, not related to games
- “K Club Member” – 10 surveys with 100% CSAT
- “10K Club Member” – 100 Surveys with100% CSAT
• Timely completion of contests – daily, weekly, monthly
• Budget of 1-2 hours pay per month
• Individual and Team contests
• Allow peers to award tokens (5 tokens/Advisor)
• Leader boards – both Individual and Team
• Blogging – appropriate challenges and competitiveness,
healthy bantering & camaraderie
• Redemption for cash or prizes – PayPal, Amazon, etc…
• Tax-up awards
• FLSA – Award points to cover “Calc of OT”
10. | Proprietary and Confidential to Kelly Services, Inc. 10 |
Kelly Journey – Vendors
Gamification
• Snowfly
• LevelEleven
• Gameffective *
• Badgeville
• Bunchball
• Big Door *
• Gigya *
• Hoopla ***
• iActionable
• PlayVox ***
• CrowdTwist *
Employee Loyalty
• Aimia
• Maritz **
• Tibco Loyalty Lab **
• Epsilon **
• BI Worldwide **
• Bungee *
• Rewards Network *
Ruled out for a number of reasons:
* Vendor could not meet requirements
** Vendor was in a larger market segment
*** Vendor opted out due to high level requirements
Vendor reviews conducted
11. Pros
Pros:
•Impressive call center knowledge and engaging new advisors
•Fast, inexpensive to implement
•Random reinforcement technology
• Extensive research and analysis of data to understand what does and doesn’t
work to motivate people in the call center
•Have a method of keeping you on budget with their token system. If you had
a total dollar amount you were willing to spend in incentives, they had a
means of doling out the token amounts so that you would stay within budget
•Fulfillment piece is built into the product
•Month to month agreement, can cancel anytime
•No per-user license fee. Cost based on a percentage of award given out
•Nominal implementation fee
•Kelly dictates format of data sent to Snowfly
•Allow a 90 day pilot and test with the games and without to measure
effectiveness of games (“Random intermittent Reinforcement”)
•Assist with goal /metric setting – break big goals into little steps
12. Cons
Cons:
•The advisor interface lacks sophistication - wasn’t real jazzy
•Contest setup requires vendor participation. This is both a pro
and a con. They offer suggestions on how to administer contests
to achieve optimal results, a con just because we don’t have
complete control
•Concerns with the “corniness” of the games, but widely
embraced by other company references
13. | Proprietary and Confidential to Kelly Services, Inc. 13 |
Kelly Journey – To game or not to game?
22. | Proprietary and Confidential to Kelly Services, Inc. 22 |
Lasting Impressions
Gamification is Awards & Recognition rebranded
Public Recognition is a must
Give Tokens for Performance – play games with tokens
peer Recognition - allow each peer to give tokens away
Cannot always be the same winners – “first sale on Friday
morning” “most improved”
Leader Boards Passionate Engagement Money isn’t everything!
Badges have intrinsic value and are perpetual
Games should have levels “use what works with Gamers”
Points are the Currency – redeem for Prizes
Employees are more concerned with team winning, than personal shortcoming
Engaged Employees create Engaged Customers
The excitement is in achieving the goal, not necessarily winning the prize
23. Thank You!
Kelly McQuiston
Director, Commercial Products
Kelly Services, Inc
Kelly.mcquiston@kellyservices.com
| Proprietary and Confidential to Kelly Services, Inc. 23 |