make
better
games
Training and
Monitoring #1
•Why bother with training and monitoring?
–Consistent delivery of service is critical to
the consumer perception of
the experience
–Complex game environments require significant training and orientation
–Ability to wield in-game power is quite
seductive, ensuring it is not abused
is a consistent challenge
–Without monitoring you have a flawed view of how service is actually being delivered, and of the performance of your service representatives
–Measuring things tends to improve results, as
what management pays
attention to is what gets the
attention of the organization