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
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Women represent 52% of the global impact-sourcing workforce, a larger number compared to traditional (non-impact) outsourcing providers
SAN FRANCISCO, Dec. 16, 2021 /PRNewswire/ -- Pathlight , a SaaS platform that helps organizations enabling customer-facing teams to manage performance faster than ever before, today announced its groundbreaking Realtime Performance Management (RPM) has been recognized as the “Workforce Innovation of the Year” by the CCW Excellence Awards
They become free agents with the power to transform the customer experience (CX). 3 WAYS TO EMPOWER EMPLOYEES WITH A LITTLE HELP FROM THE CLOUD Success begins with a smarter approach to Workforce Engagement Management (WEM)
By Kyle Kennedy From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard . The COPC CX Standard is a comprehensive performance management system designed to improve operations that support the customer experience
But, given the never before seen circumstances stemming from the global pandemic that are driving many of these changes, companies will need to monitor and adapt their programs on an ongoing basis as they gain greater clarity into the longer-term effects of virtual vs. in-person employee onboarding, training, development, and performance management
It’s always interesting to look at the various areas that people focus on when determining how to improve the performance of their contact center
SAN FRANCISCO—June 21, 2022— Pathlight , the leader in Performance Intelligence, today unveiled at CCW Las Vegas new additions to their platform including AI-enabled Quality Assurance (QA) and Workforce Management (WFM) to help businesses improve customer experience and maximize team productivity
CX teams need a platform that centralizes performance operations by giving them: A consolidated view of performance across multiple platforms, channels, and locations—available in realtime for everyone Instant views on team and individual performance against goals and KPIs Realtime insights on inefficiencies— so managers know where to coach Built-in tools to deliver personalized coaching, 1:1s, and team communications AI-Driven Quality Management Workforce schedules based on performance data and historical trends This is where Pathlight for Zendesk comes in
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