Result of the pilot by CAIWAY
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Here you can find the result of the gamification implementation of CAIWAY
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Result of the pilot by CAIWAY
- 1. Gamify the CAIWAY Contactenter!
- 3. 2006
- 4. 2008
- 5. 2008
- 6. 2012
- 7. 2013
- 8. But First: What is Gamification?
- 9. 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
- 12. How does it Work?
- 17. CHALLENGES Cherry Picking SLA Improvement First Time Fix
- 18. CHALLENGES Cherry Picking SLA Improvement First Time Fix Knowladge base usages
- 19. CHALLENGES Cherry Picking SLA Improvement First Time Fix Knowladge base usages Knowladge base articles deleviry of agents
- 20. Make a Framework
- 21. 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]
- 22. MDA Framework Four types of game elements: Points Levels Badges Leaderboard
- 27. need a Prototype …
- 30. Client
- 33. Client
- 34. RESULTS (pilot – only email) Les Cherry Picking
- 35. RESULTS (pilot – only email) Les Cherry Picking SLA Improvement
- 36. RESULTS (pilot – only email) Les Cherry Picking SLA Improvement First time Fix +8%
- 37. RESULTS (pilot – only email) Les Cherry Picking SLA Improvement First time Fix +8% Higher knowladgebase usage +12%
- 38. RESULTS (pilot – only email) Les Cherry Picking SLA Improvement First time Fix +8% Higher knowladgebase usage +12% More items for the knowladge base +17%
- 39. RESULTS (pilot – only email) Les Cherry Picking SLA Improvement First time Fix +8% Higher knowladgebase usage +12% More items for the knowladge base +17% More fun in the job / Competition
- 42. 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 !
Hinweis der Redaktion
- Weetiemandwat het is? Volgens Wikipedia is het:
- Weetiemandwat het is? Volgens Wikipedia is het:
- But is this so new?
- Onhighschool, you had a paper when you finised a table you get a badge! Gamifcation is about positive feedback and competition.
- Weetiemandwat het is? Volgens Wikipedia is het:
- Weetiemandwat het is? Volgens Wikipedia is het:
- But is this so new?
- But is this so new?
- But is this so new?
- But is this so new?
- But is this so new?
- Weetiemandwat het is? Volgens Wikipedia is het:
- But is this so new?
- But is this so new?
- But is this so new?
- But is this so new?
- But is this so new?
- But is this so new?
- But is this so new?
- Weetiemandwat het is? Volgens Wikipedia is het:
- Betrokkenheid:Monotomous due high, receptive natureImpossible Targets and strictues
- Weetiemandwat het is? Volgens Wikipedia is het:
- But is this so new?
- But is this so new?
- But is this so new?
- But is this so new?
- But is this so new?
- But is this so new?