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

Invest Smarter: Top Service Capabilities You Should Develop in 2015

Posted by Thomas Lah on 2/5/15 6:30 AM

It’s no secret that the technology services industry has experienced a dramatic shift in recent years when it comes to customer demands. In an effort to overcome the emerging challenges as a result of this change, more businesses are developing new and improved service capabilities that promote customer outcomes. While investing time and money into the right capabilities will allow your business to continue to grow, how do you determine which capabilities will be the most beneficial to your organization?

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Topics: performance management, service capabilities

Improving Project Performance by Creating Best in Class Projects

Posted by Bo Di Muccio on 11/20/14 6:30 AM

If there is one constant in technology professional services (PS), it is the desire to improve project performance. With few exceptions, that is the one motivation all PS executives share. The reason for this is simple: the vast majority of PS delivery occurs in the form of projects, rather than as a continuous service. It stands to reason that PS managers are constantly seeking to understand and enhance project performance.

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Topics: performance management, professional services, project performance

Attain Real Visibility to Drive Predictable Performance

Posted by Steven Sexton and Robert Armour on 4/22/13 3:41 PM

Business leaders are under extreme pressure to increase their contribution to overall business profitability revenue growth and customer success. Unfortunately, they struggle to deliver greater financial return without the visibility to understand current and future performance, pinpoint opportunities for improvement, and stop repeating mistakes. The result is services leadership trying to bail a boat with a leaking bucket and rough seas still to navigate. 

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Topics: performance management, automation, value proposition, professional services, project performance, professional services automation (PSA)

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