Pathlight chief customer officer addresses three contact center challenges that aren’t going away
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.
First-contact resolution (FCR) is the magical yet common sense metric that—as everyone knows by now—makes the customer service world a better place. With the holiday crunch just around the corner, it's time to ask how you can increase FCR.
The forecasts predicted the Great Resignation would abate this summer. It didn't. In August, 3% of working America threw in the towel. Burnout-vulnerable occupations saw even more departures, with seasoned employees leading the way. Some found other jobs, but many simply... quit. Customer-facing groups have been hit hard, and with very few hiring days left before the holidays, customer experience (CX) leaders are worried.
In my two decades of managing customer experience (CX) for major brands, one call stands out for the powerful lesson it offers. At the time, I led CX for an identity protection provider. The caller was distraught. Our front-line agent calmed her down enough to learn she was a grandmother who had recently started college. She had just been robbed of her money, credit cards, keys, ID, even her phone — but she was not a subscriber to our service. How should our CX team respond to this non-customer? If you are responsible for CX, you balance human nature, data, technology and vendors every day in your decisions and interactions. CX skills are built through experience and the lessons of others. Here are four such lessons for CX leaders which I found valuable.
Starting any business is full of challenges. Starting one in the middle of a global pandemic is on a whole other level. That reality didn't stop serial entrepreneur Rami Essaid from starting Finmark last June, but it did force him to take a different approach.
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Employee management firm Pathlight used this pitch deck to raise $25 million in a round led by Insight Partners
AI-enabled Quality Management (QM) and Workforce Optimization (WFO) help businesses improve customer experience and maximize team productivity.
Tony Owens, former President at Salesforce and senior executive at Oracle, has joined Pathlight’s board of directors.
Pathlight, a SaaS platform that helps organizations supercharge the performance of their customer-facing teams, today announced it has successfully completed a Service Organization Control (SOC) 2 Type I examination with a compliance certification beginning December 2, 2021.
Leading Real-time Performance Management (RPM) platform recognized for supercharging the performance of customer-facing teams
Former Head of Product Marketing at Zoom joins to lead go-to-market strategy and fuel next stage of company's growth