Customer service excellence

We believe that Game Based Learning should be short enough to remain special, but long enough for structural results. The neurocognitive insights of The Institute for Brain Central Learning state that it takes about six weeks to convert daily changes in behavior into a lasting effect. (We also see this degree of repetition in the structure of educational programs and training for top athletes.)

A Game Based Learning process works optimally when it is set up as a learning sprint of several weeks with a daily interaction moment. This learning sprint should be repeated after a few weeks, with adjusted content and objectives, resulting in a completely new game experience. We recommend to add additional game elements after a few weeks to repeat the tale-outs from the first Game -period and to emphasize the most important learnings. In this way, our Game Based Learning approach provides structural learning effects. Our ACE! Platform is designed to facilitate these learning cycles.

AtHand Games are most effective when it is based on a mix of knowledge, skills, behavior and performance of employees. This mix but also the rewards per element is adjustable per game. In this way, we align as closely as possible with the 70-20-10 philosophy that states that people mainly learn by doing.

In our Games, displaying behavior and skills is generally more heavily rewarded than displaying knowledge. Sometimes, however, knowledge is an end in itself, such as when supporting periodic education or the transfer of product or compliance knowledge.

AtHand’s Games do not replace existing systems, but do enhance their use and effect. The use of an existing knowledge base or other e-learning platform gets considerably more context (read: an enormous qualitative and quantitative boost), when the Game refers to this. After all, such knowledge modules are used more adaptively and thus more effectively.

The measured results of existing audits, mystery shopping or quality monitoring increase significantly when you “convert” them into a Game score. Something that is normally experienced as a control moment feels like an opportunity to score. In combination with proactive, concrete and positive coaching, the long-term effect of this is enhanced.

AtHand Games are “cloud-based”. As long as there is a working internet connection, the user only needs a URL to work with the Onboarding Game. This makes the Games flexible to use with the possibility for interventions by coaches and GameMasters without the dependency of downloads in app-stores as is the case with apps. The Game Master takes care of the distribution of this URL with a personal activation code for all participants.

In consultation, AtHand also develops links with existing reporting systems, e-learning platforms or a so-called Single Sign On. In general, these are tailor-made processes that can be realized within a few weeks.

AtHand applies high standards with regard to privacy, security and data protection. For most of our Games, only three things are logged on our servers, namely: name, email address and XP. XP stands for eXperience Points, or the score in the Game. The latter is an abstract number that is difficult to trace back to actual performance in the workplace.

To convert KPIs into a Game score, the Game Manager receives all KPIs to be processed via an extra secure server connection. All data is stored encrypted at this location during a game and destroyed after the game. Our Games have been developed in accordance with the international OWASP top 10 standard and are also monitored as such. This means that all important and known international security risks are covered and that we comply with the GDPR standards. Our security standard is regularly tested by means of so-called pen tests.