How Snowflake Improves Support Team Retention

A can’t miss session for support professionals looking to proactively improve employee engagement and retention

  • On-Demand

  • Available Now

Watch The Session Now

By submitting form you agree to our Privacy Policy.

What you will learn:

How to Improve Employee Retention Among Support Teams

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, TSIA's Distinguished Researcher John Ragsdale 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


John Ragsdale

Distinguished Researcher, VP, Technology Ecosystems, TSIA

Angus Klein

VP, Global Support, Snowflake

About SupportLogic SX

The Continuous Support Experience Platform

  • Seamlessly integrate with your existing ticketing system
  • Read every ticket and automatically extract signals using AI/NLP
  • Maintain context across conversational and ticket boundaries
  • Predict outcome and provide proactive recommendations with intelligent workflows
Learn more