Gamification for boosting employee engagement and customer service levels
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Slide presentation from workshop on using gamification for contact centres through boosting employee engagement to provide better customer service. Given at RMG Networks event on 18th October 2017 by Pete Jenkins of GAMIFICATION+
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Gamification for boosting employee engagement and customer service levels
- 1. The Power of Gamification in boosting employee engagement and customer service levels Pete Jenkins – November 2017
- 2. © GAMIFICATION+ LTD 2015 2 Founder – GAMIFICATION+ LTD Entrepreneur in Residence at University of Brighton Chair – International Gamification Confederation (GamFed) Researcher in Gamification in HR at CROME (Centre for Research on Management & Employment) Ambassador for Brighton & Hove Chamber of Commerce Chair – Gamification Europe
- 4. Gamification refers to the use of game mechanics in non-gaming contexts
- 5. “Games give us unnecessary obstacles that we volunteer to tackle” Bernard Suits
- 7. • 3.12 million drivers through the radar zones • 40 per cent of speeding drivers slowed to below the speed limit • Speeding vehicles passing the signs have reduced their speed by an average of 9.6km/h • average reduction in speed for all vehicles passing the speed warning signs has been 5.4km/h • Budget AUS$854,000 for 26 signs Brisbane City Council – Emotive Feedback
- 8. Activision spent 6 years and how much money developing and launching the game Destiny? A. £31,000,000 B. £105,000,000 C. £310,000,000
- 9. How much did Destiny make in sales on the first day? A. £50,000,000 B. £500,000,000 C. £900,000,000
- 10. Activision Blizzard’s players racked up how many hours of play time in 3rd Quarter 2016? A. 100 million B. 1 billion C. 10 billion
- 14. Three key drivers Mastery Purpose Autonomy Daniel Pink - Drive
- 17. Marczewski’s Three Layers of Motivation
- 18. Points Resources Boss fights Game components Content unlocking Badges Levels Progression Collections Achievements Social graph Leaderboards Teams Combat Virtual goods Quests Virtual currency Avatars Gifting
- 20. Attract • Employer branding • Recruitment Induction • Onboarding • Culture L&D • Job Mastery Retaining • Well being • Engagement
- 21. Attract • Employer branding • Recruitment
- 25. How are you attracting people to your organisation?
- 31. How engaging are your induction and onboarding processes?
- 32. L&D • Job Mastery
- 34. Compettia - Atrivity Average knowledge increase in players over a 5 day period is 30% 80% of players end up playing it outside of work hours Most questions answered by a player in 5 days is 10,521 questions Average player will answer 800 questions during a 5 day period Most commonly play between 11pm and 1am
- 35. In 2015, how many viewers tuned in to watch the League of Legends World Championship finals? A. 36,000 B. 360,000 C. 36,000,000
- 36. The prize for the winning team at the 2016 League of Legends World Championships? A. $500k B. $2m C. $5m
- 37. TheDiamondMinecart (DanTDM)’s YouTube gaming channel had how many views just in June 2016? A. 13.1m B. 180.2m C. 370.3m
- 39. 71% of eSports fans say: “watching professionals play makes me a better player”
- 40. Could you broadcast your staff doing their jobs, live?
- 41. Retaining • Well being • Engagement
- 42. http://keas.com/
- 43. © GAMIFICATION+ LTD 2016 43
- 57. Gamification Tip Game players are already found throughout our businesses. Notice, value and reward game thinking Use their creative and strategic thinking and embed games into your culture.
- 58. https://www.superbetter.com Please attempt: • Bad Guys – • The Sticky Chair • Power Ups - • Hug Yourself • Human Tag
- 59. Thank you for playing. Today we’ve looked at: • Neuroscience & psychology • Game components • Lots of examples • Strategy for successful gamification Any questions? pete.jenkins@gamificationplus.uk https://gamificationplus.uk @gamifiplus @petejenkins