After nearly 10 years selling software that automated telemarketing calls, brothers Bobby and Nima Hakimi decided to change their game. The pair overhauled their Woodland Hills company starting a year ago. They rewrote their software product to work for customer service agents taking inbound calls, changed the company name to Convoso from SafeSoft Solutions to reflect a new focus on conversations and shifted away from servicing just telemarketers who made outbound calls. Finally, they added an important element to their new training and performance tracking software: gamification. As the Hakimi brothers describe it, gamification incorporates game-like elements –contests, challenges, points, badges and a bit of gambling for recognition and rewards – into the work routine. Read the full story in the Sept. 19 issue of the San Fernando Valley Business Journal.