EP88: Gamification Revolution - Pascal Leclerc

June 29, 2016

Transforming the Call Center Workplace with Pascal Leclerc

Last week, we featured nGUVU's head of product strategy, Pascal Leclerc to talk about how nGUVU's platform help to create a better workplace environment for contact center agents. Using a combination of game mechanics, social interaction features and behavioral analytics, nGUVU helps motivate agents to achieve their goals in a fun,game-like environment.

Watch the full interview below to learn about:

  • What was the central problem nGUVU aimed to resolve in the contact center working environment?
  • How did nGUVU present KPIs to contact center agents in contrast to traditional layouts that centers solely around competition?
  • How did call center companies reacted about having a layer of social mechanics for the agents on the nGUVU's platform?
  • what were nGUVU's key lessons in finding the balance between game-like elements and gamified, progress-orientated mechanics?
  • What were some of the behavioral changes that occurred among contact center agents as a result of gamifying their workplace?
  • Have nGUVU used rewards for knowledge sharing or knowledge base contribution among contact center agents?

Watch the video, listen on the audio podcast or subscribe to our iTunes channel below. Be sure to catch our next episode of the Gamification Revolution.


EP79: Gamification Revolution - Guido Helmerhorst

February 17, 2016

Discovering KLM Airlines Next Top Model with Guido Helmerhorst

Last time, we featured Head of Innovation Technology and Learning, Guido Helmerhorst from KLM Royal Dutch Airlines to discuss his team's recent project, "KLM's Next Top Model". With support from higher management, the project aimed to promote employee engagement and interdepartmental cooperation of KLM’s IT division.

Watch the full interview below to learn about:

  • How did Guido become interested in gamification and weaved it into the KLM’s business process?
  • Why did the project team use a mystery narrative to onboard users to the platform?
  • what type of missions were users able to complete and how did gameplay contribute to the creative ideation process?
  • What did the team discover about the users who participated in the project?
  • How did gameplay encouraged people from different departments to talk about the organization from a fresh perspective?
  • How has the project shifted attitudes inside the organization since the completion of the project?
  • What other gamification initiatives are currently being implemented in KLM?

Watch the video, listen on the audio podcast or subscribe to our iTunes channel below. Be sure to catch our next episode of the Gamification Revolution.


EP81 Gamification Revolution - Robert Tercek

October 7, 2015

Vaporized: Strategize For The Dematerialized Future with Robert Tercek

Last time, we featured President and founder of General Creativity, Robert Tercek to discuss his newly released book, "Vaporized: Solid Strategies for Success in a Dematerialized World". Robert reveals how every aspect of society and economy will be changed with the rise of digital technology and how we ought to prepare to face it head-on.

Watch the full interview below to learn about:

  • How does vaporization affect the individual’s ability to relate to one another?
  • Does the trend of vaporization with its connection to virtual items and games reflect a shift away from a capitalistic, ownership economy?
  • Will people pay for virtual items as much as how physical items are valued in the envisioned dematerialized future?
  • What is the tension for leaders who are leading the way for vaporization while being masters of the attention economy?
  • How are large and small companies responding to the vaporization economy and which will gain the most advantage?
  • How does the current organizational structure of the film and TV industry represent the future direction of efficiency?
  • How will training executives manage the advent of vaporization while having to provide the necessary skills needed for this new economy?

EP68: Gamification Revolution - Thomas Hsu and Steve Kaukonen

August 23, 2015

Encouraging Employee Social Collaboration with Accenture

Originally published on September 18, 2014

Last time, we featured Accenture Social Collaboration and Gamification, Thomas Hsu and Senior manager, Steve Kaukonen in discussing how Accenture improved employee effectiveness with the company’s gamified enterprise social collaboration platform while employing gamification principles.

Watch the full interview below to learn about:

  • How the platform has evolved and expanded into a global initiative since its first inception in 2007
  • The methodology in structuring baseline metrics and identifying user type behaviors
  • How the team used historical data and metrics to iterate and balance tool’s usage
  • What technology resources and human resources were needed to launch the program
  • Perceived expectations and realities of implementing a gamified program within a large organization
  • Unique findings of the adoption process across different levels of geography, function and employee level

EP60: Gamification Revolution - Ryan Kleps

August 23, 2015

How Boeing Gamifies Software Development Training With Football

Originally published on May 23, 2014

Gabe talked to Boeing's process analyst Ryan Kleps on our weekly Gamification Revolution webinar to learn about Ryan's work in the aerospace giant's IT and training departments, where gamification has emerged as a successful technique for teaching software developers.

What started as a search for a more agile approach to supplement the existing software development processes, resulted in a new approach to training. The first iteration of Ryan's gamified training program is football-themed, and came from his experience with teaching kids. He figured that adults would like football just as much as kids, and he was right. Class survey results were outstanding, and football terminology like 'yardage', 'flags' and timed 'game' became ubiquitous and motivated people to achieve more.

Watch the full webinar below to learn about the actual steps and techniques used, which included splitting the class into teams and breaking material into 30-minute 'Pomodoros'. If, like us, you have been following previous Gamification Revolution webinars, you will not be surprised that even at a highly technological company like Boeing can benefit from relatively low-tech gamification techniques. As Ryan notes, an important element of Boeing's gamified training success lies in merging elements of knowledge to the micro-reward of doing something in the class, like having a break, getting up etc., where IT is by far not a requirement.

This, and much more, in this dynamic 30-minute discussion! Ryan will also be speaking at GSummit 2014 this year June 10-13 in San Francisco along with other 55+ speakers.


EP58: Gamification Revolution - Maarten Molenaar

August 23, 2015

Managing Gamification Initiatives and Expectation with Rabobank

Originally published April 18, 2014

Last week, we featured Rabobank's Gamification Hub manager, Maarten Molenaar to discuss Rabobank's gamification initiatives and what internal measures were taken by the Dutch banking and financial services company to achieve its business objectives with gamification.

Watch the full interview below to learn about:
  • How Maarten jumpstarted the gamification hub within Rabobank.
  • The importance of having a consolidated gamification central hub for the organization.
  • How to balance gamification and overall user experience when solving business challenges.
  • What gamification hub best practices can be taken applied for other organizations.
  • How to manage different expectations amongst colleagues and key stakeholders.