ICE Live catch up with trainers from Totally Gaming Academy

ICE Live catch up with trainers from Totally Gaming Academy

Wednesday, February 8, 2017

The Totally Gaming Academy has gone from strength to strength since its launch in 2015, with sessions running throughout ICE Totally Gaming.

The Academy will be presenting free 45-minute sessions at the Totally Gaming Academy Theatre at S9-260. Programmes will run from 10.30-17.15 throughout ICE Totally Gaming, with this year’s show including 12 seminars as well as three new courses. The Theatre sessions serve as an introduction to the Academy’s core face-to-face training programme.

The seminars cover a diverse range of topics, from Casino Marketing Academy (11.30-12.15pm on Wednesday 8 February) and Online Gaming Masterclass (15.30-16.15 on Wednesday February 8) to Sportsbook Management Academy (10.30-11.15 on Thursday 9 February).

Lucien Wijsman, Director of Content and Delivery for the Totally Gaming Academy, runs The Slot Academy course at the Totally Gaming Theatre. The course is designed to educate casino managers in the art of slot machines and the behaviour of their players. The course helps explain player profiles, expectations and how they can be fulfilled through pay tables, machine meters and the casino environment.

Wijsman said: “The Totally Gaming Theatre is the theatre inside the theatre of gaming. To educate or not educate, that is the question. And it’s an important one to answer. As 95% of staff have a role which includes customer contact, training is one of the most important things you can give them.”

“If all your staff are doing is spinning a ball and giving a pay out, then their job won’t be interesting. Knowing more about the business they operate in gives them more knowledge and adds interest to their role.”

Wijsman said training staff was vital for creating a good customer experience. “Gaming is about creating experiences. What Walt Disney does is create magic moments for children and we can learn from that. It’s our job to create those same magic moments for adults. Irrespective of what your actual role is, you are actually in the business of creating memorable experiences for adults.”

Marcello Cascone presented the VLT Academy session. He said: “First of all, the Academy is great for networking. What we also offer to the audience is content that is always up-to-date and insights that can be used straight away by gaming professionals in their daily operations.”

The Totally Gaming Academy will be holding a drinks receptions at 5.15pm on Wednesday 8 February. Visit the Totally Gaming Academy Theatre at Stand S9-260.

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