|By Joel Dubinsky||
|October 20, 2011 04:00 AM EDT||
Be honest. What comes to mind when you picture a gamer? To speak on behalf of many of us, the typical stereotype is of a socially awkward man who never grew up that lives in his parents' basement whose social interactions are primarily online with other gamers via his handsome avatar.
Right? It turns out that we're wrong. Today's gamers include millions of Americans of all ages and backgrounds. In fact, nearly three-quarters (72%) of all American households play computer or video games (Entertainment Software Association). And the number is skyrocketing thanks to the popularity of games on mobile devices and social networks: Ten years ago there were between 150 million to 200 million gamers. Now, there are over one billion gamers globally.
Why should you care? The reality is that your workforce is likely made up of a bunch of gamers. Your employees are spending their free time and money playing games. What if there was a way for you to tap into this interest AND improve your business?
Enter gamification. Gamification is taking what's fun and addicting about video games and applying it to every day tasks to make them more engaging. With the huge popularity of social games on Facebook and applications such as FourSquare, businesses are also now beginning to experiment with gamification to not only capture the attention of consumers, but to engage and motivate their own employees.
The numbers are pointing towards gamification being the next big thing for IT. Gartner predicts that by 2014, more than 70 percent of Global 2000 organizations will have at least one gamified application.
What does this look like? There are countless ways that games can be applied to work environments to increase employee engagement, change behavior, and ultimately impact the bottom line. Consider how games could improve project management, programming, employee training, customer service or sales effectiveness.
An easy example to visualize is the call center, notorious for focusing employees on performing mundane, repetitive tasks that oftentimes involve an unhappy customer on the other end. There is little camaraderie or collaboration. Creating energy in a call center has always been a challenge. You can give extra incentives for certain key performance indicators, but oftentimes those incentives result in only a temporary upswing in agent motivation and performance.
What if we looked at the entire idea of incentives differently? What if the call center became a game and the operators were the players? With the average age of a call center worker being 23, the adoption of new technology and a gaming culture is a natural fit. Here's how a call center can be gamified:
- Avatars - In order to participate in the game you'll need an avatar. Your avatar would participate in the game along with other agents. The concept of the game would be simple. Complete a mission - the agent's task - and earn gems or badges.
- Leader boards - You'll have your eyes on the leader board where you'll be working in teams to accomplish goals and joining in some friendly competition. The leader boards also help to make clear milestones to reach for professional advancement.
- Badges - Badges can be earned for helping a peer, successfully handling a certain number of cases in a row, receiving a thumbs up on a knowledge article, or handling a certain number of calls for the day. The badges appear as you earn them and co-workers will see them on your team's leader board.
- Gems - Gems can be earned for larger tasks or achievements such as making employee of the month, receiving customer accolades, or publishing a knowledge article. Gems can be used to purchase items for your avatar. Over the course of time, successful agents will have a more "blinged out" avatar representing their accomplishments.
- Social - Game achievements can also be shared socially across the company. Peers and members of the leadership team can "like" or comment on the your success.
The game provides a fun alternative for leadership, encourages peer-to-peer recognition and becomes a long-term solution to increase call center productivity.
Beyond modifying the agent's attitude, the additional upside is the impact this will have on the centers KPI's (key performance indicators). A gamifed agent will be inspired to increase his or her number of calls per hour, decrease average handle time and increase community involvement.
Sound far-fetched? Check out companies like Bunchball, Badgeville and Bigdoor Media. They are already doing this for businesses you know.
It sounds like work could be starting to become a lot more fun. What business processes or tasks in your organization could be improved by gamification?
Ovum, a leading technology analyst firm, has published an in-depth report, Ovum Decision Matrix: Selecting a DevOps Release Management Solution, 2016–17. The report focuses on the automation aspects of DevOps, Release Management and compares solutions from the leading vendors.
Jul. 26, 2016 09:00 AM EDT Reads: 1,685
SYS-CON Events announced today that Venafi, the Immune System for the Internet™ and the leading provider of Next Generation Trust Protection, will exhibit at @DevOpsSummit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Venafi is the Immune System for the Internet™ that protects the foundation of all cybersecurity – cryptographic keys and digital certificates – so they can’t be misused by bad guys in attacks...
Jul. 26, 2016 08:45 AM EDT Reads: 1,307
SYS-CON Events has announced today that Roger Strukhoff has been named conference chair of Cloud Expo and @ThingsExpo 2016 Silicon Valley. The 19th Cloud Expo and 6th @ThingsExpo will take place on November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. "The Internet of Things brings trillions of dollars of opportunity to developers and enterprise IT, no matter how you measure it," stated Roger Strukhoff. "More importantly, it leverages the power of devices and the Interne...
Jul. 26, 2016 05:15 AM EDT Reads: 2,100
DevOps at Cloud Expo – being held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA – announces that its Call for Papers is open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the world's largest enterprises – and delivering real results. Am...
Jul. 26, 2016 01:45 AM EDT Reads: 2,207
The 19th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Digital Transformation, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportuni...
Jul. 26, 2016 01:15 AM EDT Reads: 2,545
This digest provides an overview of good resources that are well worth reading. We’ll be updating this page as new content becomes available, so I suggest you bookmark it. Also, expect more digests to come on different topics that make all of our IT-hearts go boom!
Jul. 26, 2016 12:15 AM EDT Reads: 3,622
Keeping pace with advancements in software delivery processes and tooling is taxing even for the most proficient organizations. Point tools, platforms, open source and the increasing adoption of private and public cloud services requires strong engineering rigor – all in the face of developer demands to use the tools of choice. As Agile has settled in as a mainstream practice, now DevOps has emerged as the next wave to improve software delivery speed and output. To make DevOps work, organization...
Jul. 26, 2016 12:00 AM EDT Reads: 2,161
SYS-CON Events announced today that Isomorphic Software will exhibit at DevOps Summit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Isomorphic Software provides the SmartClient HTML5/AJAX platform, the most advanced technology for building rich, cutting-edge enterprise web applications for desktop and mobile. SmartClient combines the productivity and performance of traditional desktop software with the simp...
Jul. 25, 2016 11:00 PM EDT Reads: 1,058
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 19th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world and ThingsExpo Silicon Valley Call for Papers is now open.
Jul. 25, 2016 10:00 PM EDT Reads: 2,529
In his session at @DevOpsSummit at 19th Cloud Expo, Yoseph Reuveni, Director of Software Engineering at Jet.com, will discuss Jet.com's journey into containerizing Microsoft-based technologies like C# and F# into Docker. He will talk about lessons learned and challenges faced, the Mono framework tryout and how they deployed everything into Azure cloud. Yoseph Reuveni is a technology leader with unique experience developing and running high throughput (over 1M tps) distributed systems with extre...
Jul. 25, 2016 07:15 PM EDT Reads: 2,119
SYS-CON Events announced today that LeaseWeb USA, a cloud Infrastructure-as-a-Service (IaaS) provider, will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. LeaseWeb is one of the world's largest hosting brands. The company helps customers define, develop and deploy IT infrastructure tailored to their exact business needs, by combining various kinds cloud solutions.
Jul. 25, 2016 09:45 AM EDT Reads: 1,162
Adding public cloud resources to an existing application can be a daunting process. The tools that you currently use to manage the software and hardware outside the cloud aren’t always the best tools to efficiently grow into the cloud. All of the major configuration management tools have cloud orchestration plugins that can be leveraged, but there are also cloud-native tools that can dramatically improve the efficiency of managing your application lifecycle. In his session at 18th Cloud Expo, ...
Jul. 25, 2016 09:30 AM EDT Reads: 962
This is a no-hype, pragmatic post about why I think you should consider architecting your next project the way SOA and/or microservices suggest. No matter if it’s a greenfield approach or if you’re in dire need of refactoring. Please note: considering still keeps open the option of not taking that approach. After reading this, you will have a better idea about whether building multiple small components instead of a single, large component makes sense for your project. This post assumes that you...
Jul. 25, 2016 03:30 AM EDT Reads: 4,085
The Internet of Things will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform and how we integrate our thinking to solve complicated problems. In his session at 19th Cloud Expo, Craig Sproule, CEO of Metavine, will demonstrate how to move beyond today's coding paradigm ...
Jul. 24, 2016 09:45 PM EDT Reads: 2,153
Jul. 24, 2016 06:30 PM EDT Reads: 3,813
Right off the bat, Newman advises that we should "think of microservices as a specific approach for SOA in the same way that XP or Scrum are specific approaches for Agile Software development". These analogies are very interesting because my expectation was that microservices is a pattern. So I might infer that microservices is a set of process techniques as opposed to an architectural approach. Yet in the book, Newman clearly includes some elements of concept model and architecture as well as p...
Jul. 24, 2016 01:45 PM EDT Reads: 9,522
"We provide DevOps solutions. We also partner with some key players in the DevOps space and we use the technology that we partner with to engineer custom solutions for different organizations," stated Himanshu Chhetri, CTO of Addteq, in this SYS-CON.tv interview at DevOps at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Jul. 24, 2016 11:00 AM EDT Reads: 1,627
Let's just nip the conflation of these terms in the bud, shall we?
"MIcro" is big these days. Both microservices and microsegmentation are having and will continue to have an impact on data center architecture, but not necessarily for the same reasons. There's a growing trend in which folks - particularly those with a network background - conflate the two and use them to mean the same thing.
They are not.
One is about the application. The other, the network. T...
Jul. 24, 2016 04:15 AM EDT Reads: 3,366
If you are within a stones throw of the DevOps marketplace you have undoubtably noticed the growing trend in Microservices. Whether you have been staying up to date with the latest articles and blogs or you just read the definition for the first time, these 5 Microservices Resources You Need In Your Life will guide you through the ins and outs of Microservices in today’s world.
Jul. 24, 2016 12:45 AM EDT Reads: 3,873
Before becoming a developer, I was in the high school band. I played several brass instruments - including French horn and cornet - as well as keyboards in the jazz stage band. A musician and a nerd, what can I say? I even dabbled in writing music for the band. Okay, mostly I wrote arrangements of pop music, so the band could keep the crowd entertained during Friday night football games. What struck me then was that, to write parts for all the instruments - brass, woodwind, percussion, even k...
Jul. 24, 2016 12:30 AM EDT Reads: 2,161