Achieving Optimal Customer and Employee Retention with Quality Monitoring (QM)

In the current business environment, employers must do more with fewer resources. One way to adapt is to implement a comprehensive quality monitoring program that serves two purposes:

  1. Auditing and ensuring customer service quality standards are met
  2. Providing a timely, actionable feedback and coaching loop to front-line agents who help determine the successful outcomes for customers

TSIA benchmark data from 2022 shows that companies with formal quality monitoring programs significantly improve both the customer experience and the employee experience. In this webinar, we’ll explore the determining factors that help service leaders achieve optimal retention of both employees and customers.

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Retain Your Customers and Your Team

The past two years have seen an employee-led Great Resignation. Economic uncertainty over the past 6 months has driven significant headcount reductions as businesses seek to right-size their businesses to weather the uncertainty.

For customer support and success teams on the front lines of protecting revenue and retaining customers, it means they must do more with fewer resources. But asking teams to do more can quickly lead to burnout.

A comprehensive quality monitoring (QM) program is a proven way to retain customers by ensuring customer service quality standards are met. A QM program also helps team retention by providing timely, actionable feedback and coaching that helps agents grow and develop their careers.

Join us on March 23rd to learn how to:

  • Implement a comprehensive quality monitoring (QM) and coaching program without additional budget and people
  • Identify and address key friction points along the customer and employee journeys that impact long-term account profitability
  • Leverage omnichannel AI to analyze every customer interaction channel, including web chat, SMS, and social


John Ragsdale
Distinguished Researcher and Vice President of Technology Ecosystems, TSIA

Judith Platz - Chief Customer Officer at SupportLogic

Judith Platz
Chief Customer Officer, SupportLogic

Harish Batlapenumarthy
Vice President, Product and Ecosystems, SupportLogic

SX focused companies use SupportLogic

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
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