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May 18-22, 2025
MGM Grand
Las Vegas, NV

SupportWorld Live Schedule 2025

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Session 501: Quality within Quantity

Chris Tidwell  (Senior Service Desk Manager, Epic Games)

Date: Thursday, May 22

Time: 11:30 am - 12:30 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track: Achieving Service Excellence, Optimizing the Support Organization

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

A look at how "quality over quantity" was not an option at Epic Games. We'll discuss how we did more, better, through team building, process improvement, implimentation of a QA program, and a strong focus on knowedge management (KCS).

Takeaway

Process improvements, automation, quality assurance, and AI can be keys to success when compromise is not an option. After all, when is compromise ever an option?