Case study · Live agent platform
Encouraging sales through the Expert Workspace platform — bringing the sales floor to the screen
How gamification helped transform a static digital tool into a competitive, high-energy sales environment.
Background & context
Asurion runs a high-volume call center where physical leaderboards and floor competition are core motivators, but their digital tool felt static and isolating by comparison. The business had identified sales growth as a strategic priority, and the insight was behavioral: reps were motivated by visibility, competition, and recognition from their peers.
We aimed to bring the same momentum and social recognition into the platform itself.
Here are some things we launched
The team took a broad exploration approach across several interconnected features.
Sales leaderboard
Reps were used to a physical dry-erase board on the sales floor for some healthy competition. We brought that same energy into the platform with a real-time leaderboard ranking reps by enrollments.
Sales celebrations + emoji reactions 🔥
Sale notifications that celebrated a teammate's win in the moment were paired with "emoji reactions," which gave reps a lightweight, social way to engage with each other's performance.
Making the payoff impossible to ignore
Alongside the leaderboard and celebrations, we gave each rep a personal earnings dashboard that projects payout against enrollment volume. The curve was shaped to climb sharply the more a rep sold, making the value of just a few more sales in a pay period obvious at a glance.
The leaderboard and celebrations shipped first. Early feedback from reps was strong. This work shaped how sales are celebrated and tracked in the platform, and the core concepts have stuck even as the experience has evolved.