by Ewout Schröder
2018 – 2020 Lead Technique Customer Service Innovation (aka Product Owner / Product Manager) Before the Corona crisis, contact center employees did not work from home. At the time we had the modest ambition, in line with our 2024 vision, to fire up small initiatives in 2020 to explore the possibilities for Service Experts (agents) to …
bol.com wants to give their customers the best possible service. The Service Experts (agents) of customer support are crucial for this, however, there is a high turnover of these specialists and as a result the quality of customer service is under pressure. As Lead Technique of the Customer Service Innovation team I was asked to …
2016 – 2018 Product & Process Manager Sport federations often lack direct engagement with members, have an ICT backlog, and struggle to show added value to clubs. Clubs find it increasingly hard to recruit and retain volunteers, for whom the administrative burden is high, often due to outdated digital tools Also, members don’t have easy …
2013 – 2018 Head of Product Development (COO) & Founder Good staff are essential for successful youth training. Better trainers and coaches mean better players, enthusiastic members, and less member turnover. With HockeyXperts, we focused on the question: How can we support amateur trainers and coaches in terms of content and thus increase the quality …
2013 – 2018 Head of Product Development (COO) & Founder The perspective on learning new skills in hockey has changed. You used to learn the technique first (without resistance), then added resistance, and finally you could apply the technique in a game. New scientific findings show that learning is more sustainable when placed directly in …