The rise of gamification

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Keeping call center employees focused on key business metrics and critical customer solutions can be challenging. Employees may often lack sales confidence or visibility into company goals, while others struggle staying motivated to hit their metrics. Norwegian Cruise Line identified these common challenges in employee engagement, teamwork, and sustaining long-term focus within their call centers, leading them to implement gamification strategies to boost performance and drive collaboration.

Join us on Wednesday, March 5, 2025, at 12:00 PM ET / 11:00 AM CT for an exclusive webinar where BI WORLDWIDE and Norwegian Cruise Line share their journey of implementing a successful gamification program.

In this compelling session, you'll hear from Sally-Anne Beasley and Ryan Ashley from Norwegian Cruise Line, along with Derrek Helmin and Leah Wash from BI WORLDWIDE, as they explore:

Addressing challenges: the issues Norwegian Cruise Line aimed to solve with gamification.
Building excitement: the importance of pre-launch buzz and effective communication for strong adoption.
Key metrics focus: critical metrics such as bookings per day, average booking value, and average handling time.
Gamification strategies: how these metrics were gamified to highlight their significance.
Competitive dynamics: the role of leaderboards and monthly contests in driving performance.
Performance trends: impressive improvements in performance among the most engaged users over time.

Don't miss this chance to learn how gamification can transform employee performance and company business results.

Speakers

	Sally-Anne Beasley Vice President, Guest Services Norwegian Cruise Line Sally-Anne Beasley is the Vice President of Guest Services International of Norwegian Cruise Line. She is responsible for leading the organization’s service-focused areas of operations, including Reservations, Live Chat, Resolution Desk, Groups and Special Events, Business Operations, and Projects and Engagement. Sally-Anne has been with NCLH for 30 years.
	Ryan Ashley Senior Project Manager, Guest Services Norwegian Cruise Line Ryan Ashley is the Senior Project Manager for Guest Services across Norwegian Cruise Line Holdings. He is responsible for leading Project & Engagement operations. Ryan has been with NCLH for six years.
	Derrek Helmin Senior Data Analyst, Gamification BI WORLDWIDE Whether it’s survey research, public health, medical research or gamification, Derrek Helmin utilizes everything he has learned across the many industries he has grown in to gain insights into our programs here at BIW. Whether helping find what missions are the most effective for your audience or how to strategically use engagement to identify your top performers, Derrek always brings excitement around what he might find.
	Leah Wash Gamification Strategist, Bunchball BI WORLDWIDE With over a decade of experience in gamification, Leah Wash is one of BI WORLDWIDE’s leading gamification strategists. She collaborates with clients to craft tailored gamification programs that align with their unique business objectives. Leah has worked across diverse industries—including life sciences, retail, automotive, sales, and technology—partnering with organizations in both employee and channel engagement to drive meaningful results.