ÜBER DIESE EPISODE
Tony Won, Head of Customer Experience at TruPlay Games, shares what he thinks support leaders often get wrong about agent training - and how to fix it.
Tony has worked in the video game industry for over a decade, doing everything from UI/UX design and music composition to leading customer support and experience teams (including building a few from scratch).
In this week’s episode, Tony shares his best tips and tricks for how to set actionable goals and KPIs, how to teach for actual learning instead of teaching to a test, and how to better involve your agents in the creation of training materials.
Tony has worked in the video game industry for over a decade, doing everything from UI/UX design and music composition to leading customer support and experience teams (including building a few from scratch).
In this week’s episode, Tony shares his best tips and tricks for how to set actionable goals and KPIs, how to teach for actual learning instead of teaching to a test, and how to better involve your agents in the creation of training materials.
Englisch
Vereinigte Staaten
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VERGANGENE FOLGEN SUCHEN
Vorhandene Folgen von Beyond the Queue: Inside Customer Support durchsuchen.
WEITERE EPISODEN IN DIESEM PODCAST
Abby Armada, Customer Support Manager at Flickr, shares why she thinks support leaders should hire agents with unconventional resumes. Abby’s team is full of unconventional support heroes, including former teachers, a bank teller, photographers, retail workers, a geologist, and more. Even Abby hers…
Angela Raiford, Director of Community Happiness at Patreon, talks about how she uses data and segmentation to support over 7 million users (across B2B and B2C) — with a 50-person team.
Patreon was one of the first companies in the rapidly growing creator membership space. As a support leader there…
James Baldwin, Director of User Success and Support at Change.org, talks about how he handles unpredictable spikes in ticket volume. James has a ton of experience with this topic because Change.org’s ticket volume is largely tied to world events, which means he can’t always predict when spikes will…
David Kohl, Director of Support at Shopify, shares how he and his team use deep customer understanding to drive merchant growth.
In his 25+ years working in customer support (with a brief foray into sales), David has supported many different types of customers, in several different industries. Eve…
Eric Broulette, Director of Global Support at WP Engine, shares his best practices for building and maintaining a relationship between the customer support and product teams. Eric credits this strong relationship at WP Engine as one of the key reasons his team’s support interactions decreased by 5%…
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BEARBEITEN
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