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Gamification Cheat Sheet (DRAFT) by [deleted]

Gamification

This is a draft cheat sheet. It is a work in progress and is not finished yet.

Introd­uction

Gamifi­cation has captured the attention of managers, employees, and customers. Emerging applic­ations in this category are catching on in contact centers and being deployed in custom­er-­facing Web sites to engage and retain employees and customers. Gamifi­cation is “the applic­ation of gaming and behavioral modifi­cation science, method­ology, and techniques in business applic­ations and processes to accelerate adoption, promote engage­ment, and drive ideal behaviors by making experi­ences fun, motiva­ting, and reward­ing.”

While the concept and practice of using challe­nge­s—such as achieving reward levels—to engage people has been around for years, what’s new is the developing market of packaged gamifi­cation solutions that provide companies with a framework, develo­pment enviro­nment and tools, and possibly a portal to use to create customized programs.

Recogn­ition + Rewards = Results

Gamifi­cation is ideal for staff-­int­ensive operating areas, where it can be used as an agent empowe­rment tool. It provides a framework that enables organi­zations to motivate employees and customers to do what they want done, by recogn­izing and rewarding their actions. Agent recogn­ition and rewards are tied to reaching perfor­mance goals, something agents are accoun­table for anyway.

How Gamifi­cation Works

Gamifi­cation solutions provide agents with real-time perfor­mance data that is directly tied to the key perfor­mance indicators that matter most to them. These solutions are being used to motivate agents to improve their perfor­mance and rank by giving them challe­nges, tasks, activi­ties, and quests designed to “level up” their perfor­mance. Many of these solutions come with internal social media commun­ities to foster collab­ora­tion, encourage peer support, and provide a fun diversion while still delivering an outsta­nding customer experi­ence.

For customers, gamifi­cation is a way of promoting engagement with the product, user community, brand identi­fic­ation, and loyalty. Gamifi­cation injects fun and compet­ition into the process, in the form of surprises and perks via intrinsic and extrinsic rewards. There’s now “something in it for me,” whether the “me” is an employee or a customer. There’s also something in it for the enterp­rise: engaged employees and loyal customers who are driving profit­ability by contri­buting more to the bottom line.
 

Gamifi­cation

Gamifi­cation features

Self Expression -assisting learners to build self-i­dentity can facilitate learner engagement
Self Discovery – building expertise by learning deep patterns that constitute mastery via reflection
Time Pressure – focus the mind and draw learners to the task at hand
Status – a primary human motivator using commun­ication of accomp­lis­hment
Goal Setting – short-term goals with immediate feedback scaffolded to keep interest
Rewards – non-grade based rewards can help improve student motivation
Altruism – taps into the natural joy of helping one another

What’s Next for Gamifi­cation?

The potential for applying gamifi­cation to real-world experi­ences is far-re­aching, tremen­dous, and limited only by people’s imagin­ations. More contact center vendors will incorp­orate gaming techniques into their solutions through internal develo­pment, partne­rships, and/or acquis­ition, making these capabi­lities more readily available.

Gamifi­cation has not yet started to enter the back office, but the opport­unity is great. To be highly productive organi­zations will use these solutions to help reduce customer effort and positively engage with their customers via social community channels. Although the primary goal of gamifi­cation is employee and customer engage­ment, these solutions also hold promise for capturing insights into what drives specific behaviors