Avanade Explores Benefits, Risks of Adding Gamification to Microsoft Dynamics CRM Call Center Solutions

Any CIO knows that an enterprise system is only as valuable as its level of user adoption.  Measures of user experience and engagement can be difficult to harness, but the concept of gamification in the enterprise has already started changing the mentality of  IT departments by disrupting preconceptions about superficial contests and silly prizes give way to more legitimate use cases.

In the CRM realm, Microsoft global partner Avanade is charting a path to gamification for Microsoft Dynamics CRM in the call center with an approach that attempts to keep the best qualities of gamification while maintaining management controls. Poorly planned incentives, un-targeted challenges, and meaningless goals can run the promise of gamification into the ground, and cost the IT department its credibility.

According to Avanade's director of software and cloud services Barry Givens, Dynamics CRM in the call center is the perfect place to demonstrate how to implement gamification correctly.  But doing it right means planning, thoughtfulness, and careful management.  "There need to be many ways to win that are blessed by management and that allow managers to communicate what is important," Givens explains. 

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About Jason Gumpert

As the editor of MSDynamicsWorld.com, Jason oversees all editorial content on the site and at our events, as well as providing site management and strategy. Prior to co-founding MSDynamicsWorld.com, Jason was a Principal Software Consultant at Parametric Technology Corporation (PTC), where he implemented solutions, trained customers, managed software development, and spent some time in the pre-sales engineering organization. Jason has also held consulting positions at CSC Consulting and Monitor Group.

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