This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Upcoming Webinar

The Great Resignation is Here: How to Improve Employee Retention Among Support Teams

Register to view the webinar

By supplying my contact information, I authorize TSIA and, if applicable, the sponsor(s) of this webinar, to contact me via email, phone, and postal mail about their products and services. Learn more or opt out.

Join us December 16, 2021

11:00 AM PT / 2:00 PM ET

Employee engagement and retention have always been critical to a support organization’s success. And studies show that customer satisfaction is directly linked to employee satisfaction. In today’s highly competitive and shifting work environment, exacerbated by COVID, onboarding and developing support agents and engineers to best serve customers is now harder than ever. These factors can become serious disruptors for support leaders already dealing with high attrition. 

To be prepared for this new market reality you need a modern, intelligent approach to enabling support professionals–one that fosters loyalty and a path to development versus older coaching approaches that simply focus on negative interactions and outcomes. 

In this 45-minute session, SupportLogic CEO Krishna Raj Raja and Snowflake’s VP of Global Support Angus Klein will discuss this potential for disruption, and how to leverage the next generation of quality monitoring tools and practices, including: 

  • The potential effects of changing worker expectations.
  • How to take a proactive approach to reduce employee attrition. 
  • Modern tools to equip support managers to be more effective. 

This is a can’t miss session for both support executives and managers looking to proactively improve employee engagement and retention. 

Presented By:

John Ragsdale

Distinguished Researcher, VP, Technology Ecosystems, TSIA

Krishna Raj Raja

Founder and CEO, SupportLogic

Angus Klein

VP, Global Support, Snowflake

Publish Date: December 16, 2021