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

Full Recording


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.

Key takeaways from this webinar:

  • How to implement a comprehensive quality monitoring (QM) and coaching program without additional budget and people
  • Identifying and addressing key friction points along the customer and employee journeys that impact long-term account profitability
  • Leveraging 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