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Ohio Valley LIG | Meeting at Miami University
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Greetings all! Join us this Thursday August 29th at Miami University for our next Ohio Valley LIG Meeting. Kim Liston of Omnicare will expand upon the topic of Gamification that we introduced last time with a great presentation and discussion on how they implemented the concept in their business. This, combined with some group work and discussion in a "Bring Your Own Problem" type of environment, will make is a meeting you won't want to miss. So click that RSVP and we'll see you soon!

When: 8/29/2013
From 11:30 AM til 3:00 PM
Where: Miami University Voice of America Learning Center - Room 127
7847 VOA Park Drive
Corner of VOA Park Drive and Cox Road
West Chester, OH, Ohio  45069
United States

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11:30 a.m. – 12:00 p.m.

Registration & Lunch & Networking

12:00 p.m. – 12:20 p.m.

Introductions, itSMF USA and Ohio Valley LIG Business

Joan Coolidge OVLIG President

12:20 p.m. – 12:25 p.m.

Fusion and OVLIG Book Club

Lisa Hodges  OVLIG President-Elect

12:25 p.m. – 12:35 p.m.

"Tell Your Story” Series with Jeff Toaddy and Pete Ferris of Miami University

12:35 p.m. - 12:40 p.m.
Words from our sponsor: Mark Stutler from

12:40 p.m. – 1:40 p.m.

Gamification Presentation

Kim Liston of Omnicare will discuss how Gamification radically changed the Omnicare Service Desk operating model. Kim will share how Omnicare roles, responsibilities and processes changed in addition to the implementation of operating metrics linked to individual performance with their Gamification initiative.

By creating a Service Desk role-playing game methodology, Omnicare was able to recognize employee performance which in turn improved overall service levels. This seemingly modest development quickly led to significant improvements in service delivery and call resolution.

1:40 p.m. – 1:50 p.m.


1:50 p.m. - 1:55 p.m.
Words from our sponsor:  Mary Ward from Fruition Partners

1:55 p.m. – 2:30 p.m.

Group Discussion Activity for "Bring Your Own Problem”

2:30 p.m. – 2:55 p.m.

Group sharing for "Bring Your Own Problem”

2:55 p.m. – 3:00 p.m.

Evaluations & Door Prizes

                       Our Most Sincere Thanks to Service Now and Fruition Partners

                                                 for Sponsoring This Event!



Next itSMF OVLIG Meeting:

October 15, 2013 Louisville, KY Ohio Valley Interest Group (IG)