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: