Quality Monitoring 2.0

Leveraging AI /ML to Optimize Agent Engagement and Retention

The support industry is one with already higher-than-average employee attrition rates. Adding new disruptions like the global pandemic and the “great resignation” only increases the pressure on support leaders to retain and empower their agents. For fast-growing technology leaders like Snowflake, it was important for them to invest in their support professionals and provide managers with a simple, yet highly effective toolset for evaluating and coaching agents to ensure the right amount of engagement to address issues and also to identify and recognize standout agent performance. That is why Snowflake worked with SupportLogic to develop an innovative approach to agent evaluation and quality monitoring.