Equip your team to handle the conversations that matter most
Live virtual workshops for customer service teams — from handling player distress and self-harm threats to conducting proactive outreach calls.
Led by PhD-level responsible gambling experts.
What you get
Expert-led, 3-hour sessions
Interactive workshops, not lectures
Max 20 participants
Small groups for real practice
Tailored to your needs
We use your real-word cases
€2,450
Starting price per session excl .VAT
THE REALITY YOUR TEAM FACES
These situations happen every day
Your agents deal with high-stakes conversations — but most have never been trained for them.
Player distress & self-harm
A player threatens self-harm in the chat. Your agent freezes. What should they say — and what must they never say? One wrong response can escalate a crisis.
Chat & Phone
Hostile & aggressive callers
A customer becomes verbally abusive after a restriction. Your agent needs to de-escalate — without escalating further or abandoning the responsible gambling duty.
Chat, Phone & Email
Proactive outreach hesitation
Your team has a list of flagged players to contact. But they don't know how to start the conversation, so the list stays untouched — and players don't get the help they need.
Outbound calls
THE LEARNING JOURNEY
Build real competence in two steps
Our most effective approach combines self-paced e-learning with expert-led live practice. Here's why it works.
01
E-LEARNING – ON-DEMAND
Cover the fundamentals first
Before the live session, participants complete our on-demand course at their own pace — on desktop or mobile. This ensures everyone arrives at the workshop with the same foundational knowledge, so no time is wasted on basics.
✅ 50-minute interactive course with video, quizzes & simulations
✅ Role-play exercises with expert coaching and feedback
✅ Practice handling distress, aggression, and sensitive calls
✅ Group exercises surfacing diverse perspectives and approaches
✅ Led by PhD-level responsible gambling experts
✅ Max 20 participants for meaningful interactio
02
LIVE SESSIONS – VIRTUAL OR ON-SITE
Go deep with expert-led practice
With the fundamentals covered, the live session focuses entirely on what matters most: applying knowledge to your organisation's specific scenarios. No time spent on theory everyone already knows.
✅ Tailored to your real cases and customer interaction channels
✅ Role-play exercises with expert coaching and feedback
✅ Practice handling distress, aggression, and sensitive calls
✅ Group exercises surfacing diverse perspectives and approaches
✅ Led by PhD-level responsible gambling experts
✅ Max 20 participants for meaningful interactio
Meet our responsible gambling experts
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Dr Jakob Jonsson
Jakob is one of Sweden’s top experts on problem gambling and Responsible Gambling. He is often featured as an expert in the media.
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Christofer Hagstedt
Christofer is a system architect, product developer and Responsible Gambling expert with a background in engineering.