Has remote work turned you into a micromanager?
The pandemic-induced transition to remote work over the last several months has been difficult for many teams. Some were forced to make the transition before they were truly ready to maintain business as usual productivity from remote workers. The proliferation of “spy software” is perhaps the clearest indicator that this transition has generated a real crisis of trust between employees working remotely and management. In fact, some “bossware” companies are reporting upwards of 300 percent increases in sales during the first few weeks of the outbreak.
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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.