In The Face Of A Slowdown, Lead With Your Front-Line Managers
Layoffs, an uncertain stock market and soaring inflation and interest rates are signals that a recession could be looming. There's one thing many people don't talk about in the face of a slowdown: the people to focus on keeping.
Sign up for our newsletter
Be the first to learn about our latest manager interviews, articles, and customer stories.
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.