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Preparing your Training Leads to Run Gamification Programs - Monica Cornetti, Sententia Games

There’s a lot of buzz around gamification, and plenty of confusion about what it really means to gamify a corporate training or eLearning program. One thing is clear: It’s much more than just adding badges to your training. It’s about finding the right motivators for your audience and promoting the desired actions or skill sets without getting bogged down in meaningless measurements and mechanics. Real-life programs from organizations such as Brown University, Amazon.com, Wyndham Properties and more, will reveal how and why Gamification works, in what context it is most effective, and what the limits are to this approach of employee engagement in corporate training and talent development. Use gamification mechanics and motivators to generate needed change and enable your organizations to meet your business objectives. Through hands-on application combined with anecdotal and empirical data, you will experience the good, the bad, and the ugly of gamification strategy design so that you can prepare your training leads to run their own gamification programs.

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Preparing your Training Leads to Run Gamification Programs - Monica Cornetti, Sententia Games

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  1. @monicacornetti #gamification PREPARING YOUR TRAINING LEADS TO RUN GAMIFICATION PROGRAMS SER IO US P L AY 2018 W ITH MO NICA CO R NETTI

  2. A CHALLENGE Identify an area where, rather than acting like robots and following scripts… you need employees to be creative and enthused.

  3. Gamification is motivational design… the use of game elements and game mechanics in a non-game context.

  4. HELLO! HELLO! Monica Cornetti SententiaGamification.com @monicacornetti #1 Gamification Guru, International Speaker, and Author. Founder and CEO of Austin-based Sententia Gamification.

  5. Three Levels of Gamification Certification Three Levels of Gamification Certification

  6. 360 Training Abbott Laboratories Abudawood Accenture ADP American Cancer Society AmeriHealth Caritas Association for Talent Development Audible.com Amazon Apple AT&T Augusta University BCBS Florida Bloomington Public Schools BNSF Logistics Boehringer-Ingelheim Brown University Brother International Caliber Home Loans Carolinas Health Care Caterpillar Citizens Bank Colorado Springs Utilities Country Financial Customs and Border Protection Dell Direct Checks Unlimited Duke University eLearning Guild First Republic Bank Flik Lifestyles FM Global Get Fueled Goodwill Industries Greyhound Growmark Harvard University Harley-Davidson Financial Harte Hanks Heartland Bank Help Desk Institute ICMI Illinois Central College Illinois State University JB Hunt Jobbing America Legal Learning Network Liberty Mutual Insurance Mary Kay MD Anderson Metro Technology Centers North Highland Consulting Northwest University (RSA) Oklahoma Department of Mental Health and Substance Abuse Services Oncor Pacific Islands SBDC Peace Health Pepsico PWC PYXERA Global Queen Rania Foundation Round Rock ISD Samsung SegaTeam Serious Play State Farm State of Arizona Stetson University The CARA Group The Help Desk Institute The Hill at White Marsh Texas A&M University Texas State University Training Magazine TXDOT United Airlines University of Arkansas University of Phoenix University of Texas Wells Fargo Wal-Mart Wilmington University Your Company Name Here

  7. Best Practices for Implementing Gamification ©2016 www.SententiaGames.com

  8. Objectives  Currently, CSAs escalate calls because they do not  recognize the customer’s payment type at a rate of X%  understand how to process a payment type at a rate of Y%  Escalated calls are less expedient for our customers and more costly to our business  The goal of this training is to  decrease call escalations  improve customers’ experience  decrease customer service expenses

  9. GOALS, BUSINESS OBJECTIVE AND LEARNING OBJECTIVES This training is being developed for customer service associates (CSAs) around the globe who service customers in marketplaces outside their home country. Currently, CSAs escalate calls because they do not recognize the customer’s payment type at a rate of XX% and because they do not understand how to process a payment type at a rate of XX%. Escalated calls are less expedient for our customers and more costly to our business. The goal of this training is to decrease these call escalations to improve our customers’ experience and decrease customer service expenses related to providing support to customers outside of the CSAs homemarketplace. WHAT? WHO? HOW MUCH/MANY? BYWHEN? call escalations for the reason of not recognizing a payment type (as tracked in our call trackingsystem) CSAs 10% decrease 3 months post training Business Objective: Customer call escalations due to a customer service associate not recognizing a payment type (e.g. doesn’t know what a credit card is), as tracked in our call tracking system, will be10% lower over the3 months following training completion. call escalations for the reason of not knowing how to process a payment type (as tracked in our call trackingsystem) CSAs 40% decrease 3 months post training Business Objective: Customer call escalations due to a customer service associate not knowing how to process a payment type (e.g. knows what a credit card is, but doesn’t know how to process payment), as tracked in our call tracking system, will be 40% lower over the 3 months following training completion. customer satisfaction ratings (measured by positive responserates) customers 2 percentage point increase 3 months post training Business Objective: Customer satisfaction ratings (measured by positive response rates) will increase by 2 percentage points in the three months followingtraining. dollars spent on call escalations related to not recognizing or knowing how to process payment types outside the home marketplace CSAs 2% percentage point decrease 3 months post training Business Objective: Dollars spent on call escalations related to a CSA not recognizing or knowing how to process a payment type outside their home marketplace will have decreased by 2 percentage points 3 months post training.

  10. Sententia Level 2 Project: Bring Jeff Home Tracy O’Connor October 2017

  11. Sententia Level 2 Project: Bring Jeff Home Tracy O’Connor October 2017

  12. Best Practices for Implementing Gamification ©2016 www.SententiaGames.com

  13. Status Access Privilege Power Stuff

  14. Best Practices for Implementing Gamification ©2016 www.SententiaGames.com

  15. HOOKED: HOW TO BUILD HABIT-FORMING PRODUCTS

  16. Best Practices for Implementing Gamification ©2016 www.SententiaGames.com

  17. Compliance Brandon Tanguay Content Developer at VistanaSignature Experiences Brandon.Tanguay@vistana.com Link to Brandon’s template: https://community.articulate.com/discussions/articulate- storyline/thanksgiving-turkey-themed-game-test Designed by Sententia Certified Gamification Apprentice Brandon Tanguay of Vistana.

  18. The Rules How it works: Terry the Turkey starts out with no feathers. From the map of Thanksgiving Woods, click on a feather to receive a question. If the question is answered correctly, you earn a feather. The goal is to get as many feathers as possible. A passing score = 22/25. If you pass, you get a happy turkey. If you fail, your turkey explodes!

  19. Collecting Terry the Turkey is an example of an HR Compliance training with a goal of 100% participation in an annual review of regulatory policies. A simple narrative that engaged the learners, made the learning fun, and achieved their compliance goals. Imagine the typical learning complaining about not having enough time to take the course, yet choosing to take it twice, to engage in the fun of the narrative.

  20. https://www.youtube.com/watch?v=r9uUeGMQXuc

  21. Best Practices for Implementing Gamification ©2016 www.SententiaGames.com

  22. A CHALLENGE Identify an area where, rather than acting like robots and following scripts… you need employees to be creative and enthused.

  23. CLAIM YOUR DIGITAL BADGE COPY OF SLIDES Guru@SententiaGames.com

  24. THANK YOU Websites: www.monicacornetti.com www.SententiaGamification.com www.GamiCon.us

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