Elevate Productivity: Combine Quality Assurance and Performance Analytics
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.
Watch Sunbasket's Daniel Simon, Business Systems Analyst, and Pathlight's Lauren England, Director of Customer Success, discuss strategies, benefits, and impact of combining QA and performance analytics to manage support teams’ productivity and improve customer experience.
In this webinar, you’ll learn:
- What drove Sunbasket to change their QA and performance management process
- How they pulled off an essential platform change
- What benefits they saw after making the switch to Pathlight
- Best practices for managing and maintaining a high-performing CX team
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Unlock Your Team’s Full Potential
With Performance Intelligence
Realtime performance intelligence
Close your browser tabs and stop refreshing reports. Pathlight allows everyone, from leaders to the front lines, to understand their performance in real time.
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Manage in realtime with real data
Move from monthly to realtime performance management with a single Health Score, automatic 1:1 agendas, intelligent Mini Goals, and coaching on customer interactions. Data is instantly available at all levels of your organization.
Data Driven Coaching
Your command center to manage, coach, and lead like a pro. With intelligent alerts and one-click messaging, you can course correct instantly and keep everyone moving in lock step. One-on-Ones are productive with transparency on metrics.
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Empower excellent conversations
Quality Assurance of customer interactions are easy to review and add to your complete view of performance metrics for coaching and improving customer outcomes. With QA intelligence and an easy interface, more interactions get graded.
Integrate with your tools
Pathlight integrates with dozens of platforms, such as Salesforce, Zendesk, Five9, RingCentral, Lessonly, and even your data warehouse.
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Why Pathlight?
When all levels of the organization have the same data in realtime, you empower employees with visibility, agility, and alignment to drive business outcomes for your sales and customer service teams.
Visibility
Employees have real-time insight and clarity on the path to success from day one, empowering them to effectively manage their time, effort, and career.
Agility
Managers can proactively track performance, identify inefficiencies, and deliver data-driven coaching to drive business results.
Alignment
Leaders have a single-screen view of performance, coaching, and communication across the organization for data-driven management.