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Unlock your team’s full potential
with Performance Intelligence,
Quality Assurance, and Workforce Management
Track performance and course-correct in real time
Connect data across your tech stack and allow everyone, from leaders to the frontlines, to understand their performance in realtime. Improve manager-to-employee ratios and reduce costly agent turnover with AI-driven insights, automated coaching, and dynamic goals.
- Single screen view of performance for individuals and teams
- Leverage AI to automatically set goals and suggest next best action for managers and employees
- Configure org chart to roll up and drill down performance from department to individual employees
- Have insightful and actionable 1-on-1’s
- Gamify and fuel performance through contests and mini-goals
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Scale omnichannel QA processes
Meet customer expectations and company standards, and boost agent performance across every touchpoint. Review more tickets and achieve high quality coverage by automating QA processes and workflows with automated score suggestions, grader assignments, and grade sharing.
- Monitor, analyze, and score interactions across email, chat, and phone
- Automatically assign tickets based on custom criteria
- Customize scorecards and weights for different channels
- Leverage AI to detect sentiment and grammar/spelling errors, and automatic phrase detection
- View tickets and scorecards side-by-side
- Eliminate inconsistencies and bias with calibration, and encourage discussion with integrated appeal processes
Make optimal staffing decisions
Schedule the right number of agents with the right skills at the right time to stay ahead of demand, improve customer experience, and reduce headcount expenses. Automate schedule creation and attendance workflows to drive efficiency and maximize productivity with predictive models that use historical data to accurately forecast future staffing needs.
- Create, visualize, and publish schedules for multiple channels, timezones, and activities
- Leverage historical demand, seasonality, and performance data to predict future headcount needs
- Streamline attendance and payroll
- Understand schedule efficacy with realtime adherence reports
- Easily visualize overstaffed, covered, and understaffed areas
- Streamline staffing for BPOs and hold teams accountable to service agreements
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“Our end goal is to provide a great service to customers, and Pathlight is how I'm able to ensure that we're doing that”
We really appreciated the time the Pathlight team spent with us during implementation. Weekly calls helped us stay on top of deliverables and ensured we were kept in the loop with any updates. When our configuration was set, the handover was seamless and we're really pleased with how much flexibility we have with the product. We've already referred Pathlight to others!
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"Using Pathlight helps directors understand, for each AE, where they need to focus time, which tactics will improve their performance, and how to drive engagement.”
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“It’s been great to have that increased visibility into coaching and 1-on-1s. Those are intangibles that I can't know unless I have someone directly telling me what they are. Getting real insight into those agenda items has been super helpful.”
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“With Pathlight, CLEAR Ambassadors have instant access on their mobile phone to track their own goals. Managers can send messages to recognize wins achieved by certain individuals or to a whole team. Pathlight has been huge for maintaining a positive culture.”
“The ultimate 1:1 is when “I don't have to do anything, but respond to what the rep is bringing to me...They're outlining what their target is or what their goal is and are asking, how can I get there? How can I improve? And that's a great conversation. That's a conversation that builds trust.”
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Why Pathlight?
When all levels of the organization have the same data in realtime, you empower employees with visibility, agility, and alignment to drive business outcomes for your sales and customer service teams.
Visibility
Employees have real-time insight and clarity on the path to success from day one, empowering them to effectively manage their time, effort, and career.
Agility
Managers can proactively track performance, identify inefficiencies, and deliver data-driven coaching to drive business results.
Alignment
Leaders have a single-screen view of performance, coaching, and communication across the organization for data-driven management.
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