Alex Kvamme of Pathlight: 5 Things You Need To Know to Successfully Manage a Team
Craft your team. Approach team building like a general manager would build a professional sports team. Look for teammates that complement each other; that work well together but also challenge each other to succeed; that offer different viewpoints and cover blindspots; and that share a sense of purpose. That’s not to say that you shouldn’t strive for excellence. You should always be shooting to hire the best possible people. But you should also carefully consider how each candidate would affect and augment the existing team.
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Key takeaways from Pathlight's session on Building a Resilient Contact Center with AI-Driven Performance Intelligence at the Customer Response Summit hosted by the Execs In The Know community in Austin, Texas.
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.
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.