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.