Holiday CX Lessons Learned: An Operating Guide for the Future
Our global supply chain is a marvelous mechanism, finely tuned and optimized for speed and efficiency. Yet despite being resilient, it can’t wave a magic wand and instantly overcome port delays, a shortage of truck drivers or factory shutdowns. Over the recent holidays, supply chain troubles triggered unhappy customer responses, and the resulting increased workload for CX agents and account reps did not bring about holiday cheer.
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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.