Here you can find the result of the gamification implementation of CAIWAY

1. Gamify the CAIWAY Contactenter!

2. Who is Chris?

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?

13. Pavlov Skinner Maslov

14. Challenges of Caiway…

15. CHALLENGES
Cherry Picking

16. CHALLENGES
Cherry Picking
SLA Improvement

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

23. Points
Levels
Badges
Leaderboard

24. Points
Levels
Badges
Leaderboard

25. Points
Levels
Badges
Leaderboard

26. Points
Levels
Badges
Leaderboard

27. need a Prototype …

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

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 !

44. Engage Gamification!