Gamification managen op performance
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This document discusses gamification in the context of customer service. It provides details on how one company, KNAB, implemented a gamification platform to improve agent performance and customer service outcomes. Key elements of the KNAB gamification platform included badges, leaderboards, missions/tests, and a knowledge base that agents could contribute to and access. The implementation led to positive results such as higher customer satisfaction, lower handle times, improved service levels, and a more engaged employee base with faster training.
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Gamification managen op performance
- 1. Chris van den Berg Chief Fun Maker Gamification - managen op performance level @chrisvdberg
- 2. Time for a Quiz…
- 3. Avarage age of gamers in years
- 4. Avarage age of gamers in years 37
- 5. % of gamers older than Fifty
- 6. % of gamers older than Fifty 25
- 7. % of youth playing computer & video games
- 8. % of youth playing computer & video games 97
- 9. % of female games
- 10. % of female games 52
- 12. Avg. of hours a week played in WoW
- 13. Avg. of hours a week played in WoW 25
- 14. # of articles in WoW Wiki
- 15. # of articles in WoW Wiki +/- 250.00
- 16. Rank of WoW Wiki compared to all Wikis
- 17. Rank of WoW Wiki compared to all Wikis 2nd
- 18. What is the number 1 Wiki
- 19. What is the number 1 Wiki Wikipedia
- 26. What is Gamification 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 to Gamefulness: Defining “Gamification”. ACM, Finland, 2011, 9-14
- 27. What is Gamification Game Mechanism Game Design Thinking Non-game Context
- 28. What is Gamification …the current generation has grown up with technology, and especially video Games, as a part of everyday life. ! --M. Burke and T. Hiltbrand (2001)
- 29. Some examples…
- 36. Sources: http://nl.wikipedia.org/wiki/Efteling Holle Bolle Gijs
- 38. Game Theory By Jeroen van Mastrigt
- 40. Game rules
- 41. Declarative layer Game rules
- 42. Social Interaction Declarative layer Game rules
- 43. Implementation Social Interaction Declarative layer Game rules
- 44. Player Type By Richard Bartle
- 49. Bartle Test Source: Bartle Test: http://en.wikipedia.org/wiki/Bartle_Test
- 50. Game Elements
- 51. Killers Defined by: A focus on wining, rank, and direct peer-to-peer competition. Engaged by: Leaderboards, Ranks
- 61. Achiever Defined by: A focus on attaining status and achieving preset goals quickly and/or completely. Engaged by: Achievements
- 62. Building
- 71. Socializer Defined by: A focus on socializing and a drive to develop a network of friend and contacts. Engaged by: Newsfeeds, Friend List, Chat
- 79. Game master
- 80. Story telling
- 81. Explorer Defined by: A focus on exploring and a drive to discover the unknown. Engaged by: Obfuscated Achievements
- 85. Understanding ! hoe werkt dit?
- 88. Story reading ! of luistenen of kijken
- 89. Being amazed ! bijv. door schoonheid
- 90. Curiosity ! wat gebeurt er als ik op dit knopje druk
- 91. Who is Chris?
- 92. 2006
- 93. 2008
- 94. 2008
- 97. 2012
- 98. Experiment
- 99. +
- 101. KANA Express PONY Platform
- 103. Points Points Activity SLA Difficulty Use of Knowledge Base First Try
- 104. Badges
- 105. Level and Scores
- 107. Activities
- 108. Outcome? ✓ Less Cherry Picking ✓ SLA Improvement ✓ First time Fix +8% ✓ Higher knowledge base usage +12% ✓ More items for the knowledge base +17% ✓ More fun in the job / Competition
- 110. Research Topic The effects of the implementation of gamification on human behavior
- 111. What did I do Created a lab situation - a virtual contact center game ! The respondents were given 3 rounds in the game [1] no feedback [2] showing contact center KPI’s [3] feedback from game elements ! Then we looked at the degree of behavior change
- 112. Round 1 No feedback
- 114. Round 2 Show KPI’s
- 116. Round 3 with game elements
- 118. Result
- 119. Element 1 -‐> 2 1 -‐> 3 2 -‐> 3 Difficulty easy, p-value .345 .021** .326 medium, p-value .841 .638 .754 hard, p-value .507 .164 .297 Actions answer, p-value .493 .098*** .406 knowledge base, p-value .330 .008* .014** forward, p-value .493 .098*** .406 KPI’s total points, p-value .005* .004* .147 csi index, p-value .052*** .002* .021** oper. cost, p-value .004* .004* .169 * p <= 0.01 : very strong presumption against neutral hypothesis ** 0.01 < p < 0.05 : strong presumption against neutral hypothesis *** 0.05 < p < 0.1 : low presumption against neutral hypothesis
- 120. 2013
- 122. Steps to…
- 133. My favorite story…
- 134. Knab. CHALLENGES Improve service & sales Work as a team Knowledge management Communication goals clearly to agents Salary increment on performance not on time On boarding - new employees !
- 135. KNAB Mission Statements Active Stimulate career development agents Organic growth knowledge base Direct link between performance and rewards Young playful corporate culture
- 136. Indicators Charm Knowledge Power Charm: Knowledge: Power:!
- 137. Leveling Me and my Piggybank Two is a crowd Piggybank Shepherd Piggybank Doctor The Big Bad Piggywolf
- 139. 1 25 60% 45% 75% Leaderboard Meilon Level 8 91% Emil Gasper Chief Fun Maker Marco 1945 pts Level 8 84% 1578 pts Level 8 71% 1420 pts Level 8 65% 1318 pts Level 8 42% 1180 pts
- 140. Chat Email Bellen Missions & Tests Meilon Level 8 91% Emil Gasper Chief Fun Maker Marco 1945 pts Level 8 84% 1578 pts Level 8 71% 1420 pts Level 8 65% 1318 pts Level 8 42% 1180 pts Berg Instellingen www.website.nl een groep Nog geen lid van een groep Missies ! 1 Test: Payments ! 2 Call 10 customers for. . . 3 Get Coffee for Don 4 Test: Creditcards
- 141. Badges Call, Chat & E-Mail!
- 142. Specials Special days of work, …… !
- 146. 146 Designed for Contact Centers Customized for Each Client SAAS Platform No Customer Data Saved Real-Time Connection CMS to Configure the Rules
- 147. Chris van den Berg 17 2 Typ uw zoekterm... 1 25 Mon Actueel Groep maken Vrafgen Instructievideo’s Alle Groepen Alle leden Gebruikersbeheer Platform instellingen Tijdlijn instellingen Mijn Platforms Quizes Chris van den Berg Poolstraat 63 1018LR Amsterdam Netherland ! 1 The quick, brown fox jumps over a lazy dog ! 2 The quick, brown fox jumps over a lazy dog 3 The quick, brown fox jumps over a lazy dog 4 The quick, brown fox jumps over a lazy dog Kennisgebieden Server Cloud Platform Kenis + Heeft ervaring met Bank Rente Nederland Visa Bankpas Betaalrekening Chief Fun Maker Level 8 23% Email Telefoon Adres chris@mail.com 06xxxxxxxxxx Website Groepen www.website.nl Nog geen lid van een groep Instellingen 60% 45% 75% Meilon Level 8 91% Emil Gasper Chief Fun Maker Marco 1945 pts Level 8 84% 1578 pts Level 8 71% 1420 pts Level 8 65% 1318 pts Level 8 42% 1180 pts Chief Fun Maker Level 8 23% 1 60%
- 148. Chris van den Berg 17 Meilon Level 8 91% Emil Gasper Chief Fun Maker Marco 1945 pts Level 8 84% 1578 pts Level 8 71% 1420 pts Level 8 65% 1318 pts Level 8 42% 1180 pts Chief Fun Maker 60% Level 8 23% 2 1 25 Chris van den Berg Email Instellingen Quizes Poolstraat 63 1018LR Amsterdam Netherland ! 1 The quick, brown fox jumps over a lazy dog ! 2 The quick, brown fox jumps over a lazy dog 3 The quick, brown fox jumps over a lazy dog 4 The quick, brown fox jumps over a lazy dog Kennisgebieden Server Cloud Kenis + 60% 45% 75% INTELLIGENCE 60% Chat Email Bellen Nog geen lid van een groep ! ! 2 Call 10 customers for. . . Heeft ervaring met Bank Rente Visa Bankpas Betaalrekening Chief Fun Maker Piggybank Shepherd Mon Actueel Groep maken Vrafgen Instructievideo’s Alle Groepen Alle leden Gebruikersbeheer Platform instellingen Tijdlijn instellingen Mijn Platforms www.website.nl Chat Telefoon Adres chris@mail.com 06xxxxxxxxxx Website Groepen www.website.nl Nog geen lid van een groep Platform Nederland Email Bellen Missies 1 Test: Payments 3 Get Coffee for Don 4 Test: Creditcards 1
- 149. Chris van den Berg 17 2 Typ uw zoekterm... 1 25 Mon Actueel Groep maken Vrafgen Instructievideo’s Alle Groepen Alle leden Gebruikersbeheer Platform instellingen Tijdlijn instellingen Mijn Platforms Rente op je spaar- én je betaalrekening. door Cristel Willems The quick, brown fox jumps over a lazy dog. DJs flock by when MTV ax quiz prog. Junk MTV quiz graced by fox whelps. Bawds jog, flick quartz, vex nymphs. Waltz, bad nymph, for quick jigs vex! Fox nymphs grab quick-jived waltz. Brick quiz whangs jumpy veldt fox. Bright vixens jump; dozy fowl quack. Quick wafting zephyrs vex bold Jim... Cristel Willems een dag geleden Plaza Rente op je spaar- én je betaalrekening. door Cristel Willems The quick, brown fox jumps over a lazy dog. DJs flock by when MTV ax quiz prog. Junk MTV quiz graced by fox whelps. Bawds jog, flick quartz, vex nymphs. Waltz, bad nymph, for quick jigs vex! Fox nymphs grab quick-jived waltz. Brick quiz whangs jumpy veldt fox. Bright vixens jump; dozy fowl quack. Quick wafting zephyrs vex bold Jim... Cristel Willems een dag geleden Plaza Rente op je spaar- én je betaalrekening. door Cristel Willems The quick, brown fox jumps over a lazy dog. DJs flock by when MTV ax quiz prog. Junk MTV quiz graced by fox whelps. Bawds jog, flick quartz, vex nymphs. Waltz, bad nymph, for quick jigs vex! Fox nymphs grab quick-jived waltz. Brick quiz whangs jumpy veldt fox. Bright vixens jump; dozy fowl quack. Quick wafting zephyrs vex bold Jim... Cristel Willems een dag geleden Plaza Rente op je spaar- én je betaalrekening. door Cristel Willems The quick, brown fox jumps over a lazy dog. DJs flock by when MTV ax quiz prog. Junk MTV quiz graced by fox whelps. Bawds jog, flick quartz, vex nymphs. Waltz, bad nymph, for quick jigs vex! Fox nymphs grab quick-jived waltz. Brick quiz whangs jumpy veldt fox. Bright vixens jump; dozy fowl quack. Quick wafting zephyrs vex bold Jim... Cristel Willems een dag geleden Plaza 60% 45% 75% Chief Fun Maker Level 8 23% 1 60%
- 151. NOW agents…. know how to grow built there own knowledge base get instant feedback on performance and have a lot more Fun
- 152. And we have a…. higher customer satisfaction lower average handle time service level improvement higher employee satisfaction faster on boarding for new employees lower training cost a dynamic knowledge base
- 153. YOU WANT TO SEE IT? SITE VISIT 13 November & Hoofddorp ! Details & Aanmelden: www.chrisvdberg.com/knab
- 156. Chris van den Berg Chief Fun Maker @chrisvdberg