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TELUS Customers First: Using Gamification to Provide an Interactive Learning Experience
PROCEEDINGS

, TELUS Communications Inc., Canada

E-Learn: World Conference on E-Learning in Corporate, Government, Healthcare, and Higher Education, in Las Vegas, NV, USA ISBN 978-1-939797-05-6 Publisher: Association for the Advancement of Computing in Education (AACE), San Diego, CA

Abstract

This paper describes a new online learning strategy for TELUS, a Canadian telecommunications company with team members in many countries. Online learning is a way for the organization to overcome the challenges of geography and cost. The companies “Customers First” initiative is about creating a customer serving culture at all levels of the organization, regardless of role. In this way a person in finance or HR understands what it feels like to serve customers, so that they can support employees on the front lines.

Gabe Zichermann, who wrote the book Game-Based Marketing, defines gamification as the “process of using game thinking and mechanics to engage audiences and solve problems.”[1]. At TELUS, this means offering learning opportunities which are complementary to the “Customers First” initiative. A best practices session will show how gaming places team members in the role of a retail agent, a manager, and a leader coaching their team.

Citation

Ramos, B. (2013). TELUS Customers First: Using Gamification to Provide an Interactive Learning Experience. In T. Bastiaens & G. Marks (Eds.), Proceedings of E-Learn 2013--World Conference on E-Learning in Corporate, Government, Healthcare, and Higher Education (pp. 201-203). Las Vegas, NV, USA: Association for the Advancement of Computing in Education (AACE). Retrieved July 19, 2019 from .

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