December 05 - 06, 2018 |
TBD

Agenda Day 2

8:30 am - 9:00 am Registration & Networking Coffee

9:00 am - 9:20 am Chairman’s Opening Remarks

9:20 am - 10:00 am The Circle of Quality in EVE Online: Engaging Your Internal Teams and Your Players in the Quest for Quality

Euan Hislop, Quality Assurance Analyst,CCP Games Davið Einarsson, Senior CS Project Lead,CCP Games
How the EVE Online development team currently implement the idea of “360° quality” – reaching outside of the team itself to involve outsourcers, volunteers, players, Customer Support, and other arms of the company in contributing to the quality of EVE Online.
-How the development teams are working closely with customer support including examples of a massive customer support win!
-A look at how the QA department are working with our volunteer bug hunters and player elected council (the CSM) to improve the quality of EVE Online
-How we get the players involved using our test servers, official forums and social media
-How the rest of the company contribute to quality, from the concept artists to the sysadmins

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Euan Hislop

Quality Assurance Analyst
CCP Games

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Davið Einarsson

Senior CS Project Lead
CCP Games

10:00 am - 10:30 am PUT ME IN COACH: BUILDING YOUR OWN 90s DREAM TEAM

Detroit Burns, FQA Manager,Keywords Studios
  • Developing your QA position into a Career in Games            
  • Diversity in the workplace
  • Building upon your team’s strengths
  • Creating Culture, Goals, Direction and an atmosphere that you enjoy
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Detroit Burns

FQA Manager
Keywords Studios

10:30 am - 11:00 am Networking Coffee Break

Quality Assurance

11:00 am - 11:40 am Proactive Not Reactive: the Gearbox Approach to QA
Brian Burleson, Senior Producer,Gearbox Software
-Outlining the vision for QA and progress over the past couple years
-Automation – how and why we integrated it more
-Integrating more closely with development
-Lessons we have learned along the way

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Brian Burleson

Senior Producer
Gearbox Software

Quality Assurance

11:40 am - 12:20 pm A new approach for "360 degree quality" development
Piotr Gutaker, QA Manager ,Rovio
-Quality assurance in context of mobile game development today 
-Maintaining a manageable and informative bug backlog
-Introducing an objective measure of quality
-Informing business decisions using quality metrics

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Piotr Gutaker

QA Manager
Rovio

Customer Service

11:00 am - 11:40 am Tools to Help Scale and Achieve Operational Excellence In Customer Support
Christopher Whittington, Director of Player Support,Scopely
-Knowledge Management System (KMS) - Will allow CS teams to standardize policy and procedure globally in an easily searched index
-CSAT Survey Tool - This allows businesses to determine how scoring relates to agent performance vs. product performance
-Translation Software - Achieves cost savings and allows businesses to scale in a cost effective manner by replacing dedicated foreign language agents
-Learning Management Software (LMS) - Allows businesses to own all trainings and standardized globally
-Machine Learning (ML) -This is the future of CS by deflecting low touch tickets and focusing on high touch tickets

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Christopher Whittington

Director of Player Support
Scopely

Customer Service

11:40 am - 12:20 pm The Project Runway Approach to Player Support in Gaming Environments
Debbi Colgin, Director, Customer Support,Linden Lab
-Who are you designing for? Know your customer
-Where is your customer going? Anything a user can do needs to be accessible to support
-Chat, message, trade, sell, buy
-The button bag is not your enemy: working collaboratively 
-Gather ‘round: honest, open feedback and sharing of ideas and concerns

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Debbi Colgin

Director, Customer Support
Linden Lab

12:20 pm - 1:30 pm Networking Lunch

1:30 pm - 2:10 pm PANEL DISCUSSION: FROM GLOBAL TO ‘GLOCAL’: HOW EVER-CLOSER TIES BETWEEN QA, CX AND OTHER SERVICE AREAS SUPPORT PLAYER GROWTH AND GAME LONGEVITY

Wilson Nieves, Senior Director, Customer Experience,PTW Kasturi Rangan, Senior Director, Quality Assurance,PTW

Sponsored by: Pole To Win

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Wilson Nieves

Senior Director, Customer Experience
PTW

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Kasturi Rangan

Senior Director, Quality Assurance
PTW

Quality Assurance

2:10 pm - 2:50 pm Spellsouls Case Study: How 3 QA Engineers in a 50 Member Team Delivered AAA Quality
Aleksandar Tešić, SDET,Nordeus
-Spreading QA culture among devs
-Efficient collaboration with various outsourcers
-Taking care of usability aspects on time and avoiding rework
-Creating Automation Framework for running UI integration tests and various performance tests

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Aleksandar Tešić

SDET
Nordeus

Quality Assurance

2:50 pm - 3:30 pm Relationships with QA: Internal and Cross-Functional Culture
Michael DiSiena, QA Manager,Whistle Labs
- Building and maintaining a balanced QA team
- Leadership and people management (fostering team personal growth)
- Building trust and cooperation between QA and other teams
-- Establishing release process and transparency

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Michael DiSiena

QA Manager
Whistle Labs

Customer Service

2:10 pm - 2:50 pm Trusting your Customer Support Team
Allie Kafka, Customer Support Team Lead,Humble Bundle
-CS Basics: Your first line of defense
-Ways to talk to customers beyond the standard email ticket
-Utilize the CS agent’s experience – most will be gamers too!
-Creating and nurturing a Positive Feedback Environment


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Allie Kafka

Customer Support Team Lead
Humble Bundle

-Games vs. the World: what’s unique to games? What can we learn from other industries?
-What lessons have we learned from our experiences with players to-date?
-Trends, tools and techniques around the industry
-What does the future of game CS look like?

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Jake Neri

Head of Player Relations (Americas)
Wargaming

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Christopher Whittington

Director of Player Support
Scopely

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Debbi Colgin

Director, Customer Support
Linden Lab

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Allie Kafka

Customer Support Team Lead
Humble Bundle

3:30 pm - 4:00 pm Networking Coffee Break

Interactive Roundtable Breakouts

4:00 pm - 4:45 pm Roundtable A: QA Tools, Developments and Best Practices – Setting Yourself Up for Success

4:00 pm - 4:45 pm Roundtable B: Cultivating a Culture of Quality and Engagement Internally

4:00 pm - 4:45 pm Roundtable C: Localization Tools, Developments and Best Practices – Setting Yourself Up for Success

4:00 pm - 4:45 pm Roundtable D: Ensuring a Consistent Omni-Channel Player Experience

4:45 pm - 5:00 pm Roundtable Summaries & Wrap-Up

5:00 pm - 5:10 pm Chairman’s Summary and Close of Conference