Shanthala Balagopal

Head of Product Marketing

Elevate Productivity: Combine Quality Assurance with Performance Analytics

Agent performance is vital for CX success. Taking a holistic approach to monitor, evaluate, and manage agent performance can be a game changer for driving productivity at scale.

Sunbasket makes QA 66% faster, reduces time spent on reporting by 60%, and improves Customer Effort Score by 4% with Pathlight

By adopting Pathlight to manage their entire QA process, run 1:1s, pull reports, and provide visibility to both agents and leadership, they’ve saved time, improved agent engagement, and seen customer service improve.

A guide to contact center forecasting and scheduling

Find out how call center forecasting and scheduling tools can help you anticipate needs and plan resources appropriately in this blog.

Customer service quality assurance: Best practices

With rising consumer expectations in recent years, providing excellent experiences is vital to acquire and retain customers in a business.

How you should measure customer satisfaction to improve retention rates

Customers are likely to repeat purchases with companies that offer outstanding customer service and prioritize customer satisfaction. Delighting customers improves an organization’s sales, recommendations, and public image and keeps companies ahead of the competition.

Why Zendesk Customers Love Pathlight

Adding Pathlight to Zendesk gives your customer experience and support teams full transparency to understand how they are doing. Here are the top reasons why Zendesk customers choose Pathlight for managing their support team performance and operations.

September 21, 2022

•

6 min read