There were times that getting people out of their seats and being hands on was a requirement. These are some examples of how this worked at Yell
Fastest finger first
Question appears on the screen, first person to grab the 'honk horn' answers the question. This could, and did, become very competitive.
Call flow
Creating a call flow between an agent and a customer.
Team building
Creating a day in the life of a call centre agent as a board game. Showing to managers and team leaders that everyone has different skills and talents.