EPIC Helps Betsson Group Employees Build Resilience For Challenging Customer Conversations
EPIC Global Solutions has delivered a specialist education session to Betsson Group employees in Malta, helping customer support teams strengthen their confidence, communication skills and personal resilience when navigating challenging customer interactions.
Led by EPIC consultant Marko Jenkins, the session focused on developing practical approaches to difficult conversations, recognizing the importance of emotional wellbeing, and understanding how employees can provide effective customer support while maintaining their own resilience.
The program combined practical communication techniques with strategies designed to help employees approach demanding situations with greater confidence, empathy and awareness of their professional responsibilities.
Feedback collected from Betsson Group participants highlighted positive self-reported outcomes across several key areas:
- 100% of respondents agreed or strongly agreed that they had a good understanding of emotional wellbeing following the session, compared with 84% beforehand. The proportion strongly agreeing rose from 15.8% to 57.9%.
- 95% reported a good understanding of the communication approach introduced during the session, up from 84% beforehand. The proportion strongly agreeing increased from 21% to 53%.
- 89.5% felt confident navigating challenging customer interactions following the training.
- 89.5% also reported feeling confident in applying the strategies introduced to support their personal wellbeing and resilience.
The session also received exceptionally positive feedback for its overall quality, with every respondent awarding a score of at least 8 out of 10 for the content, delivery and overall experience. Some 70% awarded the highest possible score of 10.
Feedback from one session attendee noted the tangible benefits of attendance, explaining:
“Going into the session, I wasn’t sure what to expect. By the end, I not only had practical tools that I could use moving forward, but I also had the confidence to take what I’d learned back to my team and support them.”
Eduards Jakubovs, Head of Responsible Gaming at Betsson Group, said: “We want our colleagues to feel equipped and supported when handling sensitive customer conversations. EPIC’s session provided practical approaches that support both customer care and our colleagues’ own wellbeing, and it was encouraging to see such positive feedback from the team.”
Reflecting on the intentions of the sessions, EPIC’s Marko Jenkins explained:
“Customer support professionals can encounter emotionally demanding situations that require sensitivity, sound judgement and the ability to respond appropriately under pressure.
“Developing these capabilities is essential not only for delivering effective customer support, but also for helping employees recognize the boundaries of their responsibilities and maintain their own wellbeing.
“By combining practical communication techniques with greater awareness of emotional wellbeing and resilience, EPIC’s education programs aim to equip customer-facing teams with the confidence and understanding to manage challenging conversations more effectively.”
The positive evaluation results from Betsson Group’s Malta team demonstrate the value of investing in employee development that considers both customer experience and the wellbeing of those providing support.
EPIC commends Betsson Group for its commitment to developing the knowledge, confidence and resilience of its employees.
