Day 01

4:30PM
When Crisis Doesn't Strikes: Helping Your Support Team Survive and Thrive
4:30 PM - 5:30 PM
9:00AM
Being Kind: The Snowball Effect - Zoom
9:00 AM - 11:00 AM
1:00PM
CSAT vs CES (Customer Effort Survey)
1:00 PM - 3:00 PM
11:00AM
Company-Wide All Hands Support
11:00 AM - 1:00 PM
3:00PM
Every Machine Needs A Mechanic: Hire People Who Don’t Do Support - Swoogo Page + Third party tool
3:00 PM - 5:00 PM
5:00PM
Front Lines of Feedback
5:00 PM - 6:00 PM
9:00AM
How To Train and Engage The Modern-Day Millennial Without Sacrificing Quality
9:00 AM - 10:00 AM

Day 02

2:00PM
Switching Gears form Support to QA
2:00 PM - 4:00 PM
12:00PM
Support Part of Your Product - Swoogo Page + Chat
12:00 PM - 1:00 PM
7:00AM
Roundtable Discussion
7:00 AM - 8:00 AM
30
9:00AM
Roundtable type 2
9:00 AM - 10:00 AM
10:30AM
Investing in Internal Tools to Give Exceptional Service
10:30 AM - 11:00 AM
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Time Zone: (UTC+01:00) London, Edinburgh [Change Time Zone]