Data Cravings: Front-Line Workers Want Insights But Aren't Getting Them
The same data lapses that often frustrate email teams are also hampering customer-facing employees, judging by The State of CX and Sales Frontlines, a study by performance intelligence platform Pathlight.
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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.