Enterprise Gamification solution for Zendesk Gamify performance for Customer service, call centers and contact centers Encourage behavior change and give immediate feedback to employees.

1. Gamification for zendesk

2. Zendesk is a customer service platform. It is
designed for companies that want to make
customer service more meaningful, personal
and productive.
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3. Gamification for zendesk
Just like good driving is about more than
accelerating, good customer service is much
more than a nice phone attitude.
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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!
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5. Performance improved
by 5-20%
Behavior modification
improved
by x2-4
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GamEffective is Embedded in zendesk
5

6. 6
Personal Avatar
that follows
employee across
apps

7. Leadboard
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8. Continous feedback
about all metrics that
relate to customer
service – encouraging
nuanced behavior
change across a
multitude of elements
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9. Customer Service apps should always be
linked to learning and training…
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10. eLearning integrated as call to action
10

11. Games are about engaging narratives
we’re the 1st to do this
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12. Meg Neiper, Level : Little League, 2050 xp; Rank #8
Quality
CSAT
Productivity
Balance
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13. Meg Neiper, Level : Minor League, 2350 xp; Rank #8
Quality
CSAT
Productivity
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14. Meg Neiper, Level : MLB, 2550 xp; Rank #7
Quality
CSAT
Productivity
14

15. Meg Neiper, Level : MLB, 2550 xp; Rank #7
Quality
CSAT
Productivity
15

16. Meg Neiper, Level : MLB All Stars, 3050 xp; Rank #4
Quality
CSAT
Productivity
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17. Big Screen
17

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21. Games motivate behavior
• Gamification: achieve better performance through game mechanics
• Gamification 1.0: leaderboards, badges, points
• Modern gamification: narrative based & rich graphics

22. Narratives are great metaphors that drive
behavior
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• Song contests and fantasy sports for team based work
• City building for training and on boarding
• Baseball, football and more….

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
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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. The evolution of Gamification
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2012
Enterprise
Gamification
2006
Gamification
Apps
2002
“Gamification”
coined
2008
Community
Gamification
2014
Gamification
2.0

26. Working across apps | clear calls to action
No Code Integration
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27. 15 November 2014
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