Connect with us

Industry News

Betting economy can maintain growth through internal focus states Zendesk

Published

on

Betting economy can maintain growth through internal focus states ZendeskReading Time: 3 minutes

 

The online gaming sector’s success in recent years is often reported as a result of new technology, emerging markets and exciting content but customers’ experience is essential too and excellent service needs to happen from the inside out according to Zendesk.

As the leading customer service and engagement platform across hundreds of industries including iGaming, mobile, retail and hospitality, Zendesk is ideally positioned to analyse the growing impact customer service is having on revenue and brand loyalty within the online gaming sector in recent years. However, with more and more online gaming companies developing and releasing new slots each week Zendesk explains why customer retention isn’t all about keeping players happy and why sometimes it really is what’s on the inside that counts.

Sarah Manning, Human Resources Director, EMEA at Zendesk believes the improvement of employee experience even within sectors which aren’t face-to-face customer facing such as iGaming remains a vital part of overall expansion strategy. Manning explained: “Companies that excel at internal customer service strive to instill a culture of collaboration and cooperation, where everyone is on the same team working toward the same goals. That could mean a marketing manager promptly fulfilling a sales request, or an IT tech patiently resolving system issues for a member of the customer support staff. By having clear systems for employee engagement, you can unite the team around the common mission of delivering a market-leading customer experience.”

“When a company prioritizes internal customer service, its employees are happier and better equipped to provide the type of external customer service consumers expect,” they continued. “Happier employees are also more loyal and help boost the company’s bottom line.”

The essential components of effective employee engagement are not vastly different to the key attributes of what makes a new online slot successful or the basis of any kind of positive relationship. Manning highlights the need for three core essentials for internal customer service; a strong emphasis on communication; an ability to recognise greatness; and, putting the power in employees’ hands.

Communication is a core part of Zendesk’s business and in 2019 the company expanded its omnichannel presence with WhatsApp support integrations as well as developing its relationship with Slack. Manning believes connecting conversations between employees and management on any messaging channel – from websites and mobile apps to the world’s leading messaging apps like WhatsApp and Facebook Messenger – is the path to empowering from the inside out.

“Successful internal customer service requires employees who can effectively communicate,” they said. “When a manager in operations asks for information from finance, they should know who to approach and be comfortable doing it. Employees on the receiving end of the requests shouldn’t just be willing to work together—they should be eager to provide answers. One way to improve in office communications is to encourage alternatives to email. Replacing the passive, time-zapping form of communication with something more active, such as Slack, will encourage conversations, camaraderie, and the use of GIFs.”

Zendesk’s international team pride themselves on being ‘people people,’ and this focus on the individual as part of the whole forms the basis of their internal infrastructure. With online gaming companies ranging from two-person outfits to giant global powerhouses it can be difficult to give the correct credit to staff where it’s due, however Manning believes the key to effective recognition is matching the praise to the employee. “Happy employees lead to happy customers, and one way to keep members of any team in good spirits is to celebrate them when they do well,” she explained. “This could mean a year end bonus to the top salesperson or a end-of-the-week shoutout to the highest rated customer service rep. Letting employees know they’re doing well is a key part of letting know they’re appreciated.”

The final piece of the internal customer puzzle according to Manning is increasing opportunities for self-service making life easier for both the employee who needs information and the employee who has it. Providing a self-service portal via Zendesk’s powerful new product, Gather, can allow staff to look up company holidays or to troubleshoot common email issues hence allowing the HR and IT departments to use their time handling more significant challenges.

“Giving power to your employees isn’t just about convenience,” explained Manning. “When people are allowed to solve their own problems, they grow more comfortable with autonomy and more likely to come up with new, game changing ideas. Along with fostering creativity, the Harvard Business Review found that empowerment creates happy, high performing employees. Those are the type of internal customers you want serving the external ones.”

Source: Latest News at European Gaming Media
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: Betting economy can maintain growth through internal focus states Zendesk

Continue Reading

Industry News

Zitro Obtains The Manufacturer’s License In Bulgaria

Published

on

By

Zitro Obtains The Manufacturer’s License In BulgariaReading Time: < 1 minute

 

Zitro, a global leader in the gaming industry, has been granted the Bulgarian manufacturer’s licence from the local gaming authorities. This licence allows the company to sell its amazing slot machines directly to the casino operators, cutting down delivery times and facilitating a more efficient time-to-market.

Nadège Teyssedre, Director of Sales for EMEA of Zitro explains that: “We would like to thank the local authorities for issuing the license to us. We are very excited to be installing more of our incredible Link King banks in various renowned Casinos in the country, and, very soon, we plan to install as well other superb products, such as the award winning 88 Link Wild Duels multigame progressive game on our brand new Allure cabinet.”

Sebastian Salat, CEO of Zitro adds: “Bulgaria represents an important jurisdiction within our European and global expansion plans. Obtaining the manufacturer’s license is yet another milestone we have achieved as a team and which is fundamental to keep growing our business as planned.”

.

Source: Latest News at European Gaming Media
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: Zitro Obtains The Manufacturer’s License In Bulgaria

Continue Reading

Industry News

Twin River Worldwide Holdings Announces Partnerships with DraftKings Inc. and FanDuel Group

Published

on

By

Twin River Worldwide Holdings Announces Partnerships with DraftKings Inc. and FanDuel GroupReading Time: 2 minutes

 

Two of the Nation’s Top Sportsbooks to Debut in Colorado

Twin River Worldwide Holdings, Inc. today announced separate market access partnerships with DraftKings Inc. and FanDuel Group, giving sports fans in Colorado access to award-winning sportsbook products.

These partnerships combine Twin River Worldwide Holdings’ nationwide experience in gaming and casino operations with market-leading sports betting expertise and globally recognizable brands. Colorado is the fifth state in the United States where the FanDuel Sportsbook platform will be available and is the sixth state to offer the DraftKings’ Sportsbook platform.

As announced last Friday, Twin River Worldwide Holdings completed the acquisition of Golden Gates, Golden Gulch and Mardi Gras casinos in Black Hawk, Colorado. With the completion of this acquisition, Twin River also acquired the right to three sports gaming licenses in Colorado, leading to the creation of these two partnerships. Twin River will retain the third license for its own future use.

“Obtaining the right to three sports gaming licenses in Colorado will expand our footprint in the state well beyond our Arapahoe Park racetrack and off-track betting network,” said George Papanier, President and Chief Executive Officer of Twin River. “These newly-formed partnerships with DraftKings and FanDuel allow us to provide an unmatched sports betting experience to Colorado, not only with their mobile betting access, but also with an exciting DraftKings retail sportsbook location inside one of our newly acquired casinos.”

“Coast to coast, DraftKings is committed to providing states across the country with the ultimate experience in legal sports betting,” said Ezra Kucharz, DraftKings chief business officer. “Twin River is committed to providing exciting, real-time gaming opportunities, and we look forward to working alongside them to introduce Colorado sports fans to our award-winning product.”

“Twin River has been engaged in sports betting since the beginning in Rhode Island and Mississippi, and they are an ideal partner as we continue to enter states that open up online and mobile sports betting,” said Matt King, CEO, FanDuel Group. “Colorado has a sensible framework for sports betting, and we are excited to partner with a renowned gaming company like Twin River to bring our market-leading online sports betting experience to Colorado sports fans.”

 

Source: Twin River Worldwide Holdings, Inc.

Source: Latest News at European Gaming Media
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: Twin River Worldwide Holdings Announces Partnerships with DraftKings Inc. and FanDuel Group

Continue Reading

Industry News

Prague Gaming Summit 2020 speaker profile: Genia Gurevitz (Head of Banking and Payments Services at Tal Ron, Drihem & Co.)

Published

on

By

Reading Time: < 1 minute

 

The 4th edition of the Prague Gaming Summit will take place on 6 March 2020 and welcomes leading operators, service providers and gambling industry experts from all across Europe.

 

On the 6th of March at the Prague Gaming Summit, you have the opportunity to dive into several subjects, among which also the Global Payment Platforms And Why You Need To Choose Innovative Methods”.

As mentioned in earlier press releases, Prague Gaming Summit 2020 will bring a brand new format of speeches and more trending themes as it did in the early years.

Among the leading experts that will share their latest information, you have the opportunity to hear more about the global payment platforms and much more from Genia Gurevitz – Tal Ron, Drihem & Co. 

Lawyer Genia (Evgeni) Gurevitz – LLB, Graduated from Tel Aviv University (TAU), and has been living in Singapore, where he has been studying in Singapore Management University (SMU). Genia heads the Banking and Payments Services at Tal Ron, Drihem & Co., working closely with the firm’s clients on online and offline banking, electronic money institutions, acquiring banks and regulatory support for i-gaming and financial companies.

 Do not miss this unique opportunity to learn and networking with the leaders of the industry.

Order your Delegate Pass or VIP Package (Delegate Pass +Accommodation) now!

Here is a testimonial that has been left by Dr. Raffaela Zillner, LL.M, one of the attending delegates of the 2019 edition of Prague Gaming Summit:

A conference of great quality. Not only excellent content is presented by top experts, but also the industry is moving closer together through many networking opportunities.

Dr. Raffaela Zillner, LL.M

Secretary General, Austrian Association for Betting and Gambling

Source: Latest News at European Gaming Media
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: Prague Gaming Summit 2020 speaker profile: Genia Gurevitz (Head of Banking and Payments Services at Tal Ron, Drihem & Co.)

Continue Reading
Advertisement
NSoft at ICE2020

Trending

European Gaming Media and Events is a leading media and boutique event organizer in the European Union with a monthly reach of +50,000 readers. The official company (PROSHIRT SRL), has been listed for 4 years in a row among the top 3 Advertising and market research agencies in the local Top Business Romania Microcompanies based on the Financial Reports.

Contact us: sales@europeangaming.eu

Editorial / PR Submissions: editor@europeangaming.eu

Copyright © 2015 - 2020 European Gaming Media and Events. Registered in Romania under Proshirt SRL, Company number: 2134306, EU VAT ID: RO21343605. Office address: Blvd. 1 Decembrie 1918 nr.5, Targu Mures, Romania