What I Heard: Hot Discussion Topics at TSW

Posted by John Ragsdale on 11/5/15 6:30 AM

Our largest Technology Services World conference is now complete, with 1,500 attendees and 100+ breakout sessions over three days at the ARIA Resort & Casino in Las Vegas. I presented two breakout sessions, and spent the majority of the remaining time in 30-minute one-on-one meetings, completing about 15 meetings with members and partners. In addition to those meetings, I had a few dozen conversations after sessions or in the EXPO. Thinking back over all of those interactions, I’ve pulled together a list of the hottest topics on the minds of the TSIA community.

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Topics: knowledge management, gamification, internet of things (IoT), self-service support, smart services

Game Over! 5 Gamification Pitfalls to Avoid

Posted by David Kay on 4/28/15 6:30 AM

We’re big fans of gamification, that is to say, the use of game design techniques in non-game situations. Gamification gives team members timely feedback, reinforces good behaviors, and can kindle healthy competition. (Tweet this!) But, as with any reward and recognition program, gamification done wrong can cause big problems. Based on industry experience, especially with knowledge workers in technology services, here are the top five gamification gaffes to avoid.

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Topics: performance management, customer support, gamification, Technology Services World Conference, TSIA Partners

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