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
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)
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
109.
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
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
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...
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25
Mon
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Instructievideo’s
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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%
150.
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