ARISE GAMING
Your One-Stop Service Partner Just Got Better
Innovative Zone is back with its exclusive edition of the month in which we have put our efforts to bring the best in-class firms in the market that are inspiring the next generation with their outperformance. Our editorial team had an interesting and joyful session with the leadership panel of Arise Gaming, a division of Arise Virtual Solutions. The leadership team of the company shared numerous lesser-known facts about the company and also spilled some beans on the nitty-gritty details of the company that we are keen to share. We truly hope and desire that this fascinating read will add some extra value to the lives of our global readers and will encourage them to chase their dreams.
THE INCEPTION TALE
Giving a detailed introduction of the company, the senior VP, John Pompei asserts, “Arise Gaming is a division of Arise Virtual Solutions. At Arise we utilizes our secure services platform to connect brands with our global network of gig workers (who we call service partners), which provide flexible and on demand Customer Experience services.
The Arise Gaming division utilizes the platform to offer QA Game testing, Community Management/Moderation, and Player Support services that integrate with game studio and publisher development cycle. Arise Gaming started as an independent company named Officium Labs. Our mission was two folds. First we looked to disrupt the BPO industry by offering flexible, on demand solutions to help gaming studios and publishers turn their contact centers into profits centers. Secondly, we wanted to enable individuals to have the freedom to be their own boss, work when they want, and where they want, helping the brands they love.
This would also enable the shift of economic growth from mostly large markets into smaller communities around the globe. Our early success caught the eye of Arise, who we had a lot in common with, and together we believe we can change the industry and make the world a better place. In November of 2021, we chose to merge, thus the creation of Arise Gaming.”
“Our mission is to help others. We believe in helping people create the lifestyle they want with flexible work arrangements. In turn, they connect with their favorite gaming brands, helping other players enjoy the games they love through our services. This is why and how we create super fans!”-John Pompei
DIFFERENTIATING ELEMENTS
- EXCEPTIONAL SERVICE PANEL
“Our services are unique as they start at the beginning of the game development cycle. This enables our service partners to gain deep knowledge of the game, functionality and modes. With this knowledge they stay engaged through the community and then on to support. Keeping the same service partners throughout the game lifecycle is like the game studio having long term employees, without the expense and creates amazing experience for all of their players.” - BOND WITH TECH
“Our focus has always been to bring both technology and human capabilities. Leveraging AI to be both player-facing, or service partner-facing, allows for the easy stuff to get handled in a seamless and efficient way. Our mindset is to bring value to our clients, and that means being open-minded to new capabilities, that will enable our services and drive better experiences for our clients and their players.” - QUALITY SERVICES
“We ensure the quality of service our company provides by selecting the right service partners, using best in class methods to certify them, and ensuring the knowledge they gain, they maintain. We then utilize technology and commit additional support services on the backend of every program, enabling each service partner at every interaction. This ensures that the players are getting the help they need, when then need it.” - R&D APPROACH
“We have established a CX Lab, which is a physical location where we can being our teams and/or clients, and design and incubate solutions that we believe are in part developing the future of service. Investing and testing new services and technology allow us to learn quickly, and enable cutting edge solutions for all of our clients. We strongly believe that when leaders ask simple questions about what the future looks like, it can lead to ideas that create the next generation of innovation.”
THE WORK CULTURE
Elaborating a bit on their unique organizational culture, John quips, “Since we are a distributed workforce, our culture is built through connection. We utilize technology and empower each employee to bring new and creative ideas forward that we are willing to try and learn from. One idea was using DONUT, which integrated into slack creating natural connections between each other over time. Another was utilizing the THNKS platform to send virtual recognition to other employees. These ideas came from the team and are examples of the innovative and connected culture we wanted.”
THE EMPLOYEE-ENCOURAGING APPROACH
“At Arise, we want our employees to be inspired, knowledgeable and empowered because they are the reason we are all achieving our full potential. We encourage our staff to be leaders and catalysts for change. We want our employees’ input and suggestions, so we are constantly looking for ways to gather feedback.
More importantly, Arise thrives in a culture of learning and encourages all employees to seek opportunities to learn and grow. In turn, we have invested in a new learning program, giving our employees access to over 3000 self-paced courses in a variety of categories, supporting greater professional development at all levels.
Mid-level managers who are chosen for the Arise Leadership Development Program are allowed to meet regularly with leaders across the organization and learn from their experiences. They are encouraged to lead new projects in areas beyond their current work streams to help simplify, standardize, and scale our organization’s efforts. This exposure helps to broaden their experience and develop the skills and attributes needed to become senior-level management.
Young professionals who are graduating from respected universities with high-grade point averages, strong extracurricular activities, and demonstrated leadership experience are allowed to take on their first role at Arise, rotating throughout our business to broaden their understanding of operations, results and delivery; all while effecting change through innovation, collaboration, and leadership. They will be able to apply the ideas and theories that they have been studying to the biggest challenges facing us today,” John asserts.
CULMINATION
Although the list of recognitions for Arise is too long to talk about in a single read, we have mentioned some major ones here for our readers.
- Best Customer Experience Strategy Arise Gaming and Warner Brothers Games | Customer Centricity World Series
- Bronze Stevie Award | Sales Outsourcing Provider of the Year | Stevie Awards® for Sales & Customer Service
- Gold Stevie Award | Best Customer Satisfaction Strategy | Stevie Awards® for Sales & Customer Service
- Gold Stevie Award | Customer Service or Call Center Training Practice of the Year – Arise Limitless Learning as-a-Service | Stevie Awards® for Sales & Customer Service
- Impact Company of the Year | DotCom-Magazine
- Jonathan Shroyer Named a Top 10 CX Influencer | USU
- Jonathan Stroyer named a Top 40 Unstoppable World Business Minds | Fortune Magazine India
- Nate Brown Named a Top 10 CX Influencer | USU
- Nate Brown Named a Top 25 CX Thought Leader | ICMI
- Silver Stevie Award | Contact Center or Customer Service Outsourcing Provider of the Year | Stevie Awards® for Sales & Customer Service
- Silver Stevie Award | Innovation in Customer Service – Financial Services Industries | Stevie Awards® for Sales & Customer Service
- Top Workplace in South Florida | Sun Sentinel
Before signing off, the visionary shared some words of wisdom for all the young entrepreneurs out there by saying, “Be true to yourself! Be open to feedback, as you do not have all of the answers. Surround yourself with those that balance you, and also challenge you. Be willing to take risks, this enables you to fail fast and win fast. Trust, trust & trust your team, your gut and the approach agreed upon.”
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