Josh Witty

Marketing Operations and Analytics Manager

Blog

What is performance coaching and why your CX team could use it?

Learn how to coach your call center team more effectively and drive better performance.

What is contact center optimization?

As customer service expectations continue to rise, organizations must streamline processes and workflows to improve service delivery and provide better experiences. Contact center optimization ensures teams are equipped with the right tools and trainings to meet customer demand. This post defines call center optimization, its benefits, and seven approaches that can maximize call center productivity.

Thoughts on Current Hot Topics by Top CX Leaders

We’ve been talking to some of the top minds in customer experience organizations in our CXperts by Pathlight podcast. Their insights are inspirational and a true gift from their years of experience growing companies and managing teams. These leaders know how to deliver exceptional customer service that creates a competitive advantage for their businesses.

CXperts Episode #12: Ben Segal, Senior Director of CX at Pair Eyewear - Scaling a CX team during massive growth

CXperts: Alexander Kvamme meets with Ben Segal, Senior Director of CX at Pair Eyewear to talk about how he is leveraging technology to meet the challenges of high-touch customer experiences and improve the efficiency and quality of customer interactions.

CXperts Episode #11: Jen Burton, Head of Customer Support at Digit - The Importance of Transparency and Being a Data-forward Leader

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 Episode #10: Diane Domeyer, SVP at Robert Half - Future-Proofing Your Workforce

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.

August 17, 2022

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34 min read