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.
Are your frontline agents feeling burnt out? Here’s how to support them—and prevent burnout on your team
When it comes to one-on-ones, we know several things: They’re very important for your team’s engagement and success, yet they often get rescheduled or deprioritized. They can be dreadful if you’re not prepared, but when you are prepared, they have an outsized opportunity to impact success—and the same goes for your reports. And finally, when they’re unstructured, they can feel like a waste of time.
After implementing Pathlight, Stitch Fix has reduced handling times across their channels, improved CSAT, and employee engagement. This case study will review their build vs buy decision, lessons learned, achieved results, and what’s next.
Using Pathlight enables CLEAR managers and ambassadors to see how they’re performing in real-time, instead of relying on clunky spreadsheets and spending time in the office. With the mobile app and convenience of Pathlight, managers can stay on the floor, coaching ambassadors and improving the overall member experience. Internally, Pathlight provides visibility, communication channels, and opportunities for ambassadors to connect (and compete!) with each other, see and track their goals, and communicate with their managers.
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.
Software Engineer at Pathlight
Mobile Engineering Manager at Pathlight
Implementation and Data Analyst
Lead Solutions Engineer
Creating content that helps managers succeed.
Head of Business
Founding Account Executive
Lauren is Pathlight's incredible Customer Success Manager helping teams focus and manage performance every day.
Ramon is Pathlight's Chief Customer Officer
Pathlight content, social media, and manager interviews.
Cofounder & CEO
Vice President Of Engineering
Chief Marketing Officer at Pathlight, formerly Head of Product Market & Industry Marketing at Zoom
Want to see a custom demo or get help finding the right plan?We’d love to chat.