Gave this presentation at the "klant interactie beurs' for CCMA Congress at tuesday 12 of March 2013

1. Gamify a Callcenter?

2. Who is Chris?

3. 2006

4. 2008

5. 2008

6. 2012

7. But First: What is Gamification?

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 to
Gamefullness: Defining “Gamification”. ACM, Finland, 2011, 9-14

11. How does it Work?

12. Pavlov Skinner Maslov

13. Research Topic
Will Gamification work in a contact center?

14. Why a Call Center?

17. Coxen, A. Top 10 call center problems [http://www.callcentrehelper.com/the-
top-ten-call-centre-problems-12637.htm]

18. When is a Contact Center Successful ?

19. Consultants Customers

20. Contact Center KPI
ICM, February 2011, Seven Metrics for call center
Success
In 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].

21. First Call Resolution
Service Level
Adherence to Schedule
Outcome Forecasting Accuracy
Self-Service Accessibility
Contact Quality
Customer Satisfaction

22. First Call Resolution
Service Level
Adherence to Schedule
Outcome Forecasting Accuracy
Self-Service Accessibility
Contact Quality
Customer Satisfaction

23. Second, I need to design a
framework… But How?

24. Read online & offline Workshop: “Mario Herger”

25. MDA Framework
Mechanics: Functioning components
Dynamics: Interactions
Aesthetics: Fun parts
This 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]

26. MDA Framework
Points
Four types of game elements: Levels
Badges
Leaderboard

27. Points
Levels
Badges
Leaderboard

28. Points
Levels
Badges
Leaderboard

29. Points
Levels
Badges
Leaderboard

30. Points
Levels
Badges
Leaderboard

33. EXTRACT
Excel
Test NO.1

34. C++
Programming

35. Client
Database
n
Read
X
Gamification
Service
Push
Gamification
Database
Client

36. Third, Now we need a
Prototype …

38. Client

41. Client

42. RESULTS (pilot – only email)
Have more fun at there Job

43. RESULTS (pilot – only email)
Have more fun at there Job
Competition between agents

44. RESULTS (pilot – only email)
Have more fun at there Job
Competition between agents
More use of the knowledge base

45. RESULTS (pilot – only email)
Have more fun at there Job
Competition between agents
More use of the knowledge base
More articles delivered for knowledge base

46. RESULTS (pilot – only email)
Have more fun at there Job
Competition between agents
More use of the knowledge base
More articles delivered for knowledge base
Less cherry picking

47. This should Result in …

50. Thanks to:

51. Chris van den Berg
Email: chris@engageit.co
Website: http://www.engageit.co
Twitter: http://twitter.com/chrisvdberg
Linkedin: http://www.chrisvdberg.com
Questions? Contact me !

53. Engage Gamification!