the contact center gamification playbook
Post on 05-Jul-2015
187 Views
Preview:
DESCRIPTION
TRANSCRIPT
What is Gamification?
1
Application of
game mechanics
to workplace
activities… to
motivate and
measure
performance
2
Set Baseline: 10 Mechanics
3
Get Started: 3 Connections
4
1 2 3
Build Case Around
Company Priorities
Connect Priorities
and Metrics
Connect Metrics
and Challenges
Strategic Objective:Call Volume Reduction
KPI: First Call Resolution• Follow Processes
• Clarify Solution
Metric: Achieve FCR goal for two
consecutive months and receive
1,000 points
Level: Advance through three
levels—process, probing,
problems—with corresponding
badges
Audiences: 4 Profiles & 3 Segments
5
Design Thinking: 5+ Rewards
6
Momentum: 4 Strategies
7
Establish a rhythm for
releasing new levels and
challenges
Identify and retire unpopular,
ineffective and/or stale
challenges
Communicate individual and
group successes with
transparency
Connect gamification progress
to specific career paths
1 2
3 4
Measurement: 2 Formulas
8
1 – Globoforce, Workforce Mood Tracker, 2011. 2 – Towers Watson, 2012
Business Impact
ONBOARDINGReduce up to
50%
SKILLS
ATTRITION
70%+Take volunteer training
78%Reduction1
88%+believe they can havepositive impact2
CUSTOMERS
9
THANK YOU
@NICE_Systems
www.nice.com/engagedemployee
http://www.linkedin.com/company/nice-systems
top related