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On Demand Webinar

Quality Monitoring 2.0 – Leveraging AI/ML to Optimize Agent Engagement and Retention

The support industry is one with already higher-than-average employee attrition rates. Adding new disruptions like the global pandemic and the “great resignation” only increases the pressure on support leaders to retain and empower their agents. For fast-growing technology leaders like Snowflake, it was important for them to invest in their support professionals and provide managers with a simple, yet highly effective toolset for evaluating and coaching agents to ensure the right amount of engagement to address issues and also to identify and recognize standout agent performance. That is why Snowflake worked with SupportLogic to develop an innovative approach to agent evaluation and quality monitoring.

In this 45-minute session, Snowflake’s director of support programs, Chris Todd, will join SupportLogic’s vice president of product management, Preetham Gopalaswamy, to discuss how the two companies worked together to identify and address the unique challenges and the technology gaps in agent coaching and quality monitoring. Attendees will come away with a better understanding of the mechanics of creating and implementing a quality monitoring program, including:

  • The drivers and challenges in building a successful agent evaluation strategy.
  • Best practices for agent evaluation and case reviews.
  • How artificial intelligence (AI) and machine learning (ML) can help streamline agent coaching and case evaluation.
  • The value of simple, cloud-based agent quality monitoring tools.

This webinar is a must-attend for anyone looking to up-level their agent engagement and retention efforts in 2022!


Presented By:

John Ragsdale

Distinguished Researcher, VP Technology Ecosystems, TSIA

Preetham Gopalaswamy

VP, Product Management, SupportLogic

Christopher Todd

Director, Support Programs, Snowflake

Publish Date: February 3, 2022