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Using narratives in enterprise gamification for sales, training, service and more

How using enterprise gamification that is based on narratives - such as car racing, sports, team fantasy sports, song contests and more - helps communicate nuanced goals and drive lasting change in employee behavior.

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Using narratives in enterprise gamification for sales, training, service and more

  1. 1. Copyright: <a href='http://www.123rf.com/profile_nejron'>nejron / 123RF Stock Photo</a>
  2. 2. Narratives are great ways for enterprise gamification that is balanced, nuanced and combined with learning
  3. 3. Games motivate behavior • Gamification: achieve better performance through game mechanics • Gamification 1.0: leaderboards, badges, points • Modern gamification: narrative based & rich graphics
  4. 4. Narratives? A Story? Car Racing at Work? Song contests? City building? – yes! © 2014 GamEffective. all rights reserved to BizEffective. Confidential 4
  5. 5. Games are about engaging narratives we’re the 1st to do this © 2014 GamEffective. all rights reserved to BizEffective. Confidential 5
  6. 6. 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 © 2014 GamEffective. all rights reserved to BizEffective. Confidential 6
  7. 7. Are my employees going to car race while on the phone with customers? © 2014 GamEffective. all rights reserved to BizEffective. Confidential 7
  8. 8. Example: call center gamification © 2014 GamEffective. all rights reserved to BizEffective. Confidential 8
  9. 9. Most call centers use leaderboard and points • Employees collect point which are displayed on leaderboards • But leaderboards are double edged swords… • Being in the lower percentiles is discouraging • The information they give has no context… • What if I am doing very well (relatively) for a new employee? • What if I don’t know what I’m doing wrong? © 2014 GamEffective. all rights reserved to BizEffective. Confidential 9
  10. 10. Narrative Based Enterprise Gamification Example Meg, our sales rep, checks her status on the enterprise gamification avatar that is connected (with no coding) into her enterprise applications (learning, crm and more). © 2014 GamEffective. all rights reserved to BizEffective. Confidential 10
  11. 11. Now with a team-focused leaderboard © 2014 GamEffective. all rights reserved to BizEffective. Confidential 11
  12. 12. How is Meg doing? • With 648 points, she is already ahead of her monthly target • She isn’t that far behind the leader in her group (“vendor leader”) • The leaderboard’s leader is NOT NAMED. • Their achievement is used as a benchmark, no more • She can see the result achieved by the worldwide leader, and her group’s performance benchmark and more. © 2014 GamEffective. all rights reserved to BizEffective. Confidential 12
  13. 13. Gamification can and should be used to encourage learning, regardless of the original context - CRM or customer support. In this case, the race narrative gives Meg the opportunity to dig deeper into the significance of her results and improve them actively, rather than do nothing and stay passive. © 2014 GamEffective. all rights reserved to BizEffective. Confidential 13
  14. 14. The Pit Stop © 2014 GamEffective. all rights reserved to BizEffective. Confidential 14
  15. 15. Meg’s gamification console has a pit stop with information and activities that are tied to her performance. She can take a literal break from the race, and see how she can do better, re-enforcing a point of view that is about improvement and not about letting the less than stellar performance of the past pull her back. © 2014 GamEffective. all rights reserved to BizEffective. Confidential 15
  16. 16. The Pit Stop © 2014 GamEffective. all rights reserved to BizEffective. Confidential 16
  17. 17. So how is Meg really doing? • Five gauges show Meg’s performance on various levels. • Her outbound and sales performance are both in the red zone. • But her CSAT and AHT – Customer Satisfaction and Average Handle Time – are good. • She is made aware of her situation so she can improve. • A flashing service light indicates she can do something – get more training, understand her results, do some simulations and more. © 2014 GamEffective. all rights reserved to BizEffective. Confidential 17
  18. 18. Meg isn’t driven to competition but to the satisfaction of completion! The activities page lets her watch reports, for insight, or engage in training :such as watching presentations, going through simulations, courses, going through quizzes and more. © 2014 GamEffective. all rights reserved to BizEffective. Confidential 18
  19. 19. Narratives are great metaphors that drive behavior • Song contests and fantasy sports for team based work • City building for training and on boarding • Baseball, football and more…. © 2014 GamEffective. all rights reserved to BizEffective. Confidential 19
  20. 20. Cloud Based Enterprise Gamification Platform - Improve business outcomes Using game dynamics to drive mass engagement © 2014 GamEffective. all rights reserved to BizEffective. Confidential 20 Performance improved by 10-15% Employee engagement improved by x3
  21. 21. Working across apps | clear calls to action No Code Integration © 2014 GamEffective. all rights reserved to BizEffective. Confidential 21
  22. 22. Subscribe to our blog www.gameffective.com/blog Free online demo Full blog post: using narratives in gamification © 2014 GamEffective. all rights reserved to BizEffective. Confidential 22

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How using enterprise gamification that is based on narratives - such as car racing, sports, team fantasy sports, song contests and more - helps communicate nuanced goals and drive lasting change in employee behavior.

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