Director of Player Support
-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
-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?