Gamification Em Help Desk E Service Desk
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Gamification Em Help Desk E Service Desk
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Author : Roberto Cohen
language : pt-BR
Publisher: Novatec Editora
Release Date : 2017-06-08
Gamification Em Help Desk E Service Desk written by Roberto Cohen and has been published by Novatec Editora this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-06-08 with Business & Economics categories.
Por que games como Pac-Man, Super Mario Bros, Mortal Kombat, Doom, Civilization, The Sims, World of Warcraft, Angry Brids, Farmville e Minecraft conseguem encantar seus jogadores durante horas a fio? Como o ambiente corporativo pode se beneficiar destes mecanismos para motivar seus funcionários e tornar o trabalho mais atraente e estimulante? Como estender isso para clientes e usuários? Aprenda a usar a jornada do herói, emblemas, pontos, rankings, avatares, moedas virtuais e um completo arsenal para chegar lá. Conheça também o conceito de fluxo; os mecanismos de onboarding e scaffolding; as diferenças entre serious games, teoria dos jogos, videogames e Gamification; motivação intrínseca e extrínseca e muito mais. Oito capítulos apresentando várias aplicações, os tipos de motivação existentes, quatro frameworks para criar o seu projeto de Gamification, ensinando como vender o peixe para sua diretoria, sugerindo outros livros e exemplos de projetos bem-sucedidos no Brasil e no exterior. Livro obrigatório para qualquer gestor do século 21.
Base De Conhecimento Para Help Desk E Service Desk
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Author : Roberto Cohen
language : pt-BR
Publisher: Novatec Editora
Release Date : 2020-10-07
Base De Conhecimento Para Help Desk E Service Desk written by Roberto Cohen and has been published by Novatec Editora this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-10-07 with Business & Economics categories.
Seu centro de suporte técnico tem cada vez mais analistas? Quanto mais usuários, maior a quantidade de profissionais necessária para atender a eles? Existe um técnico sobrecarregado que compartilha conhecimento diariamente com os colegas? Os usuários reclamam de filas de espera e baixam o seu escore na pesquisa de satisfação? O que falta ao seu Help Desk/Service Desk é uma escalabilidade de suporte que somente um repositório bem organizado de conhecimento oferece. E com ele os benefícios de aumento na produtividade — tanto do usuário, quanto do analista —, maior eficiência da central de atendimento e inúmeros outros benefícios, como extinção do trabalho redundante, fim das ilhas de conhecimento, aprendizado mais rápido e muito mais. Este livro apresenta conceitos básicos para estruturar sua base de conhecimento e “segredos de cartola” para saltar passos e chegar mais rápido ao resultado desejado.
Running An Effective Help Desk
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Author : Barbara Czegel
language : en
Publisher: John Wiley & Sons
Release Date : 1998-03-27
Running An Effective Help Desk written by Barbara Czegel and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998-03-27 with Business & Economics categories.
The definitive guide to setting up and running a successful Help Desk-now updated and expanded to include the latest Web-based technologies. This book is for you if you are: * A business manager charged with researching, planning, and setting up a Help Desk in your organization * An IT manager who wants to improve the level of technical support and communication within your organization with the latest support technologies * A Help Desk manager looking for guidance on how to upgrade traditional Help Desk functions with Internet- or intranet-related processes. The thoroughly revised, updated, and expanded Second Edition of the critically acclaimed, first-ever guide to running an effective Help Desk, this book tells you everything you need to know to plan, budget, staff, implement, track, upgrade, and even outsource your organization's Help Desk. Drawing upon her extensive experience as a leading North American expert on Help Desk planning and management, author Barbara Czegel: * Guides you step-by-step through every phase of setting up traditional and Web-related Help Desks for the Internet and an intranet * Provides a wealth of practical advice on all technical, management, and human-factor aspects of running an effective Help Desk * Supplies ready-to-use templates in both Word and HTML formats for an array of Help Desk projects. On the companion website you'll find: * Real-life Web-based Help Desk examples * All the templates from the book in HTML and Word formats.
The Gamification Toolkit
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Author : Kevin Werbach
language : en
Publisher: University of Pennsylvania Press
Release Date : 2015-05-05
The Gamification Toolkit written by Kevin Werbach and has been published by University of Pennsylvania Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-05-05 with Business & Economics categories.
Take your gamification efforts to the next level When The Economist covered Kevin Werbach and Dan Hunter's new book For the Win in 2012, they referred to gamification as a "management craze." Since then, gamification has proved to be much more than a fleeting fad: it is a global movement. For the Win has been published globally in English, Chinese, Japanese, Korean, Russian, and Spanish, and more than a quarter of a million people have taken Werbach's gamification course on Coursera. Now, in their new ebook The Gamification Toolkit, Werbach and Hunter go deeper into the key game elements and provide you with the tools to take gamification to the next level. This brief but comprehensive ebook is a user's guide to help you build a game—for the win.
The Impact Of Ict On Work
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Author : Jungwoo Lee
language : en
Publisher: Springer
Release Date : 2015-10-23
The Impact Of Ict On Work written by Jungwoo Lee and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-10-23 with Business & Economics categories.
This edited volume presents current perspectives on the innovative use of Information and Communication Technologies (ICT) as an integral part of the changing nature of work. The individual chapters address a number of key concepts such as telecommuting, alternative work arrangements, job crafting, gamification and new work skills, supplemented by a range of examples and supporting case studies. The Impact of ICT on Work offers a valuable resource for business practitioners and academics in the areas of information systems, as well as for human resources managers. The book will also be useful in advanced graduate classes dealing with the social and business impacts of information and communication technologies.
Next Generation Applications And Implementations Of Gamification Systems
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Author : Portela, Filipe
language : en
Publisher: IGI Global
Release Date : 2021-10-22
Next Generation Applications And Implementations Of Gamification Systems written by Portela, Filipe and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-10-22 with Computers categories.
Gamification is being used everywhere; despite its apparent plethora of benefits, the unbalanced use of its main mechanics can end up in catastrophic results for a company or institution. Currently, there is a lack of knowledge of what it is, leading to its unregulated and ad hoc use without any prior planning. This unbalanced use prejudices the achievement of the initial goals and impairs the user's evolution, bringing potential negative reflections. Currently, there are few specifications and modeling languages that allow the creation of a system of rules to serve as the basis for a gamification engine. Consequently, programmers implement gamification in a variety of ways, undermining any attempt at reuse and negatively affecting interoperability. Next-Generation Applications and Implementations of Gamification Systems synthesizes all the trends, best practices, methodologies, languages, and tools that are used to implement gamification. It also discusses how to put gamification in action by linking academic and informatics researchers with professionals who use gamification in their daily work to disseminate and exchange the knowledge, information, and technology provided by the international communities in the area of gamification throughout the 21st century. Covering topics such as applied and cloud gamification, chatbots, deep learning, and certifications and frameworks, this book is ideal for programmers, computer scientists, software engineers, practitioners of technological companies, managers, academicians, researchers, and students.
Proceedings Of Iac In Dresden 2018
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Author : group of authors
language : en
Publisher: Czech Institute of Academic Education z.s.
Release Date : 2018-12-10
Proceedings Of Iac In Dresden 2018 written by group of authors and has been published by Czech Institute of Academic Education z.s. this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-12-10 with Education categories.
International Academic Conference on Teaching, Learning and E-learning in Dresden 2018 International Academic Conference on Management, Economics and Marketing in Dresden 2018
Proceedings Of The 15th European Conference On Egovernment 2015
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Author : Dr Carl Adams
language : en
Publisher: Academic Conferences Limited
Release Date : 2015-06-18
Proceedings Of The 15th European Conference On Egovernment 2015 written by Dr Carl Adams and has been published by Academic Conferences Limited this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-06-18 with Computers categories.
Complete proceedings of the 15th European Conference on eGovernment Portsmouth UK Published by Academic Conferences and Publishing International Limited
The Ai Revolution In Customer Service And Support
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Author : Ross Smith
language : en
Publisher: Pearson Education
Release Date : 2024-07-16
The Ai Revolution In Customer Service And Support written by Ross Smith and has been published by Pearson Education this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-07-16 with Business & Economics categories.
In the rapidly evolving AI landscape, customer service and support professionals find themselves in a prime position to take advantage of this innovative technology to drive customer success. The AI Revolution in Customer Service and Support is a practical guide for professionals who want to harness the power of generative AI within their organizations to create more powerful customer and employee experiences. This book is designed to equip you with the knowledge and confidence to embrace the AI revolution and integrate the technology, such as large language models (LLMs), machine learning, predictive analytics, and gamified learning, into the customer experience. Start your journey toward leveraging this technology effectively to optimize organizational productivity. A portion of the book’s proceeds will be donated to the nonprofit Future World Alliance, dedicated to K-12 AI ethics education. IN THIS BOOK YOU’LL LEARN About AI, machine learning, and data science How to develop an AI vision for your organization How and where to incorporate AI technology in your customer experience fl ow About new roles and responsibilities for your organization How to improve customer experience while optimizing productivity How to implement responsible AI practices How to strengthen your culture across all generations in the workplace How to address concerns and build strategies for reskilling and upskilling your people How to incorporate games, play, and other techniques to engage your agents with AI Explore thought experiments for the future of support in your organization “Insightful & comprehensive—if you run a service & support operation, put this book on your essential reading list right now!” —PHIL WOLFENDEN, Cisco, VP, Customer Experience “This book is both timely and relevant as we enter an unprecedented period in our industry and the broader world driven by Generative AI. The magnitude and speed of change we’re experiencing is astounding and this book does an outstanding job balancing technical knowledge with the people and ethical considerations we must also keep front of mind.” —BRYAN BELMONT, Microsoft, Corporate VP, Customer Service & Support “The authors of this book are undoubtedly on the front lines of operationalizing Gen AI implementations in customer support environments... and they know undoubtedly that at its core, support is about people and genuine human connections. This book walks you through their journey to keep people at the center of this technical tsunami.” —PHAEDRA BOINODIRIS, Author, AI for the Rest of Us
Gamification Design For Educational Contexts
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Author : Armando Toda
language : en
Publisher: Springer Nature
Release Date :
Gamification Design For Educational Contexts written by Armando Toda and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.