More Related Content Similar to Using narratives in enterprise gamification for sales, training, service and more (20) Using narratives in enterprise gamification for sales, training, service and more2. Narratives are great ways
for enterprise
gamification that is
balanced, nuanced and
combined with learning
3. Games motivate behavior
• Gamification: achieve better performance through game mechanics
• Gamification 1.0: leaderboards, badges, points
• Modern gamification: narrative based & rich graphics
4. Narratives? A Story? Car Racing at Work? Song
contests? City building?
– yes!
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5. Games are about engaging narratives
we’re the 1st to do this
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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
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7. Are my
employees
going to car
race while on
the phone with
customers?
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8. Example: call center gamification
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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?
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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).
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11. Now with a team-focused
leaderboard
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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.
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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.
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14. The Pit Stop
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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.
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16. The Pit Stop
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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.
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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.
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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….
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20. Cloud Based Enterprise Gamification Platform
-
Improve business outcomes
Using game dynamics to drive mass engagement
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Performance
improved
by 10-15%
Employee
engagement
improved
by x3
21. Working across apps | clear calls to action
No Code Integration
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Full blog post: using narratives in gamification
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