Pathlight Blog

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Stay ahead of the sweeping changes in the marketplace. Here are some of the key themes and insights for managing customer service and experience in uncertain times. The world has changed fundamentally after the pandemic. Supply chain disruptions, labor shortages, growth in digital transactions and engagement, and new hybrid work structures have forced businesses to rethink their traditional approach to operating a business. Customer service teams became the face of the brand overnight. Economic uncertainty puts business continuity and customer experience at risk in the aftermath of the pandemic. Pathlight is helping forward-thinking businesses stay ...
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Are your frontline agents feeling burnt out? Here’s how to support them—and prevent burnout on your team Frontline employees are the face of the organization, helping customers make the right decisions throughout the buying journey and after it. Unfortunately, volume spikes and increased request complexity have left businesses and customer service agents struggling to keep up. That’s not all—with agents interacting with unhappy, angry customers day in and out, keeping spirits and motivation in check can be challenging and often leads to burnout. It’s no surprise that burnout is widespread amongst frontline employees. Even before the pandemic, 74% ...
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Layoffs , an uncertain stock market and soaring inflation and interest rates are signals that a recession could be looming. There's one thing many people don't talk about in the face of a slowdown: the people to focus on keeping . First, you want to keep your customers, of course—keep them happy and returning or referring more business your way. To do that, your front-line workers will become critical. However, more critical than your front-line employees are your front-line managers; they're the ones supporting and pushing the organization forward. When looking to do more with less, invest in customer service managers so they can coach, inspire ...
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CXperts: Alexander Kvamme meets with Jen Burton, Head of Customer Support at Digit, to discuss a career journey to CX leadership. Including building communities, working in product, being at start-ups, and going through acquisitions, to navigating the balance of managing in-house and offshore teams. CXperts is a podcast where we dive into the hot topics and trends around customer experience with thought leaders and luminaries from the world’s most recognizable and successful companies and brands. This week’s episode: Alexander Kvamme meets with Jen Burton, Head of Customer Support at Digit, to discuss her incredible career and how ...
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CXperts: Alexander Kvamme meets with Diane Domeyer, SVP at Robert Half, to discuss their latest research on future-proofing your workforce, including increasing employee engagement and preventing agent burnout and turnover. This week’s episode: Alexander Kvamme meets with Diane Domeyer , Senior Vice President and Managing Director of Managed Creative Solutions at Robert Half , to discuss how to create exceptional employee experiences to ensure great customer experiences. In the wake of the pandemic and changing economic conditions, Robert Half conducted research on the factors driving fundamental shifts in worker sentiment. ...
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CXperts: Alexander Kvamme meets with Richard Smith, Vice President of Customer Experience at Therabody to discuss leadership, the importance of EX in CX, and how he’s planning for the holiday season. CXperts is a podcast where we dive into the hot topics and trends around customer experience with thought leaders and luminaries from the world’s most recognizable and successful companies and brands. This week’s episode: Alexander Kvamme meets with Richard Smith, VP at Therabody, to discuss building successful CX teams at hyper growth companies, becoming a leader, the importance of EX in CX, and how he’s planning for the holiday season Richard ...
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It’s no secret that customer service is crucial for driving growth and loyalty for a business. With 75% of customers willing to spend more with businesses that give them a good customer experience, and 85% citing good customer service as an important factor—outside of product and price—when deciding where to buy, customer service has transformed from a cost center to a profit center. Delivering exceptional customer experiences is vital for business success, making quality management an integral part of the customer service process and success. Shanthala Balagopal July 27, 2022 • 8 min read Think beyond CSAT Quality management ensures ...
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The Pathlight Team July 7, 2022 • 3 min read We recently sat down with Tony Alika Owens, our board member, to ask three important questions about the importance of performance intelligence, how Pathlight is solving a big problem in a different way, and why it’s imperative to empower your teams right now with this technology. Tony has more than 20 years of experience building and managing large, high-growth technology sales organizations at world-renowned tech companies, including LivePerson, Salesforce, and Oracle. Let’s see what he said. Why Performance Intelligence? The best ideas that businesses get is by folks that are on ...
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Five strategies to deliver exceptional employee engagement and experience, and succeed in an uncertain economic environment. Shanthala Balagopal June 30, 2022 • 4 min read Contact Centers are notorious for a high attrition rate. According to Contact Babel’s US Contact Center Decision-Maker's Guide 2022, there was a significant increase in agent attrition in 2021, averaging 36%, up from 26% the previous year. The same study shows that the biggest contributing factors to high turnover are the record number of alternative employment opportunities and the lack of promotion or development opportunities within the customer service industry. ...
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Announcing AI-enabled Quality Assurance and Workforce Management in Pathlight! Pathlight’s Performance Intelligence combined with Workforce Management and QA ensures quality engagements while boosting CX team efficiency and performance. Trey Doig June 21, 2022 • 4 min read CX teams – like others – are being asked to do more with less. While this is almost always the case, it’s likely a more significant priority now leaving leaders trying to find efficiencies whenever and wherever they can. They’re trying to increase performance and productivity with new technologies and with the staff they have. According to the 2022 CCW State ...
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Managing Historical Performance Data in a Dynamic Employee Environment Companies have struggled with ensuring continuity of performance data when employees move departments or leave. Pathlight is built to make this easy for better reporting, planning, and goal setting. Santiago Sánchez May 16, 2022 • 3 min read Given the nation’s hot job market, employee churn is an issue all organizations face today. These dynamic employee environments, in which churn comes from attrition or inter-organizational changes like promotions or lateral movement across teams, make it challenging to manage and understand performance over time. When an ...
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Interview with Tony Owens, New Pathlight Board Member Pathlight CEO, Alexander Kvamme, sits down with former Salesforce President and our newest board member, Tony Owens. Alexander Kvamme May 3, 2022 • 5 min read Pathlight recently welcomed Tony Owens as our newest board member. I sat down with Tony so we could share more about him, his background, his decision to join Pathlight’s Board of Directors, and his take on industry trends and the road ahead. Welcome to the Pathlight family, Tony! You’re our newest board member and an investor in several other companies. For those who don’t know you, can you share a little bit about ...
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The Dark Side of Data: Six Steps to Harness Data and Improve Performance Data is crucial for the success of any business. But without focus or actionable insights, it's almost like having no data at all. Here are six steps to harness data and improve performance. Shanthala Balagopal June 8, 2022 • 6 min read Data is crucial for the success of any business. Whether it is marketing, sales, support, product, or operations, every team within a company relies on data to make decisions, understand how they are performing, and build strategies that drive continuous growth for the business. It’s no surprise that companies across all industries ...
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Partners in Performance: Implementations that Make it Fast and Easy to Realize ROI To realize ROI quickly, the implementation process needs to be fast and simple. Here's what our implementation process looks like so our customers see impactful business results within weeks Ashley Chew May 19, 2022 • 6 min read At Pathlight, we’re very familiar with the number of tools that teams, managers, and companies often juggle—on average, a single department within an organization will use 40 to 60 tools to manage their work. But we also know that a high number of tools does not equal a high understanding of the data they provide. That’s ...
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Dear Spreadsheets, It’s over. 7 Reasons to Break Up with Spreadsheets Many companies are still relying on spreadsheets, but they’re slowing businesses down and holding them back. The operational cost is way more expensive than most people think. Here are seven reasons why it’s time to break up with spreadsheets. Janelle Raney May 31, 2022 • 4 min read Dear Spreadsheets, It’s over!: 7 Reasons to Break Up with Spreadsheets. Many companies are still relying on spreadsheets, and it’s hurting their business. It’s been a love/hate relationship for years. Sure it appears to be a cheap and easy solution. But it’s not. It starts off ...
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For CX Leaders by CX Leaders: Three Focus Areas to Improve Employee Engagement, Retention, and Performance Some of our favorite insights from CX leaders around three focus areas: creating cultures of success and engaging team members, empowering managers in a hybrid environment, and how they leverage data insights. JT Eger April 26, 2022 • 5 mins We’ve been hosting a new video podcast series , and our guests are some of the brightest and most innovative people in customer experience! In these dynamic conversations, they generously share their critical insights, best practices, and perspectives. And we pulled together some ...
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Drive employee engagement, increase retention, and deliver exceptional customer experiences with Pathlight. Companies continue to struggle with employee retention. In August of 2021, a record 4.3 million Americans quit their jobs only to be topped again in December when 4.5 million quit . And the future doesn’t look much better. According to Qualtrics’ Employee Experience Trends Report for 2022, 5% fewer people plan to stay at their current job than in 2021. And the cost of losing a qualified employee has risen sharply in parallel. According to Gartner , for CX leaders, the average cost of turning over a single rep is $14,113. For Sales ...
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Pathlight now has AI-driven goal setting that automatically adjusts team and individual goals in realtime based on peer performance and historical trends. Goal setting right now is arbitrary and time-consuming, AND setting the wrong goals can be catastrophic for morale and performance. The stakes are high, and this is why we are excited to announce that Pathlight now has AI-driven goal setting that automatically adjusts team and individual goals in realtime based on peer performance and historical trends. Our new AI-driven goals save leaders hours of time with hyper-accurate models to predict performance. We’re making it easy to get goals right ...
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Pathlight’s QA and conversation review tool drives success by enabling coaching on the customer conversations and activities that drive your critical KPIs. Whether you have dozens or thousands of employees, getting aligned on performance expectations and goals is no easy feat— but it’s not impossible. The best managers and companies that take on this challenge are constantly asking themselves three key questions: how are we doing? what do we need to focus on? what can we do to improve? Pathlight helps companies answer these questions by delivering realtime data insights to the entire org— no matter where they are located. We are the ...