Sustainable Interaction delivers virtual training for Zenith
Sustainable Interaction recently delivered a virtual training session for Zenith, a global iGaming technology provider.
The training was designed for Zenith’s customer service teams and aimed to enhance their ability to identify early signs of problematic gambling behaviour and respond appropriately in high-pressure situations.
The session was led by Jakob Jonsson, PhD and certified psychologist, and combined theory with practical, hands-on learning.
Key topics covered included:
Introduction to problem gambling and harm minimisation principles
Identifying behavioural indicators linked to gambling-related harm
Managing difficult customer interactions, including emotionally charged and aggressive situations
Handling sensitive cases involving expressions of self-harm or suicidal ideation
Motivational Interviewing (MI) exercises, including group discussions and role-plays to practise real-life communication scenarios
Participants engaged actively throughout the session, applying concepts to realistic case examples and developing practical skills to maintain clarity and structure in challenging interactions.
Jolina Agoncillo-Capagal, Contractor Support Administrator, commented:
“We appreciated the balance between theory and practical application. The role-plays and discussions gave our team valuable opportunities to practise new skills, and we believe the training will help translate responsible gambling principles into concrete actions in future customer interactions.”
Jakob Jonsson, PhD and clinical psychologist at Sustainable Interaction, commented:
“It was a genuine pleasure to work with such an engaged group at Zenith, and a reminder that meaningful learning can happen across any distance. The combination of theory and role-play is key: knowledge becomes skill only when you practise it. Training like this matters because customer service teams are often the first — and sometimes only — point of contact for someone in distress.”
