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Upcoming Webinar: Building a KPI Strategy that drives Performance
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How Stitch Fix Cut Attrition by 33%
Blog
Quality Management Essentials: How to pick a Quality Management Platform that’s
right for your CX team
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LEVEL UP PERFORMANCE


Drive accountability and performance at every level of the organization with
Pathlight, the only performance management solution purpose built for large
customer-facing teams.


Get a Demo




UNLOCK YOUR TEAM’S FULL POTENTIAL
WITH PERFORMANCE INTELLIGENCE,
QUALITY ASSURANCE, AND WORKFORCE MANAGEMENT

Performance Intelligence for Sales and Customer Service Teams


TRACK PERFORMANCE AND COURSE-CORRECT IN REAL TIME


Connect data across your tech stack and allow everyone, from leaders to the
frontlines, to understand their performance in realtime. Improve
manager-to-employee ratios and reduce costly agent turnover with AI-driven
insights, automated coaching, and dynamic goals. 


 * Single screen view of performance for individuals and teams
 * Leverage AI to automatically set goals and suggest next best action for
   managers and employees
 * Configure org chart to roll up and drill down performance from department to
   individual employees
 * Have insightful and actionable 1-on-1’s
 * Gamify and fuel performance through contests and mini-goals

Learn more


Quality Assurance for Contact Centers


SCALE OMNICHANNEL QA PROCESSES


Meet customer expectations and company standards, and boost agent performance
across every touchpoint. Review more tickets and achieve high quality coverage
by automating QA processes and workflows with automated score suggestions,
grader assignments, and grade sharing.

 * Monitor, analyze, and score interactions across email, chat, and phone
 * Automatically assign tickets based on custom criteria
 * Customize scorecards and weights for different channels
 * Leverage AI to detect sentiment and grammar/spelling errors, and automatic
   phrase detection
 * View tickets and scorecards side-by-side
 * Eliminate inconsistencies and bias with calibration, and encourage discussion
   with integrated appeal processes

Learn more

Workforce Management for Contact Centers


MAKE OPTIMAL STAFFING DECISIONS


Schedule the right number of agents with the right skills at the right time to
stay ahead of demand, improve customer experience, and reduce headcount
expenses. Automate schedule creation and attendance workflows to drive
efficiency and maximize productivity with predictive models that use historical
data to accurately forecast future staffing needs.

 * Create, visualize, and publish schedules for multiple channels, timezones,
   and activities
 * Leverage historical demand, seasonality, and performance data to predict
   future headcount needs
 * Streamline attendance and payroll
 * Understand schedule efficacy with realtime adherence reports
 * Easily visualize overstaffed, covered, and understaffed areas
 * Streamline staffing for BPOs and hold teams accountable to service agreements

Learn more




Slide 2 of 6.

“Our end goal is to provide a great service to customers, and Pathlight is how
I'm able to ensure that we're doing that”


Ben Segal
Senior Director of CX at Pair Eyewear



50%
Decrease in Customer Response Times

We really appreciated the time the Pathlight team spent with us during
implementation. Weekly calls helped us stay on top of deliverables and ensured
we were kept in the loop with any updates. When our configuration was set, the
handover was seamless and we're really pleased with how much flexibility we have
with the product. We've already referred Pathlight to others!


Elizabeth Morris
Director of CX





"Using Pathlight helps directors understand, for each AE, where they need to
focus time, which tactics will improve their performance, and how to drive
engagement.”


Devon Nguyen
Senior RevOps Manager



53%
Increase in Enterprise Sales Performance

“It’s been great to have that increased visibility into coaching and 1-on-1s.
Those are intangibles that I can't know unless I have someone directly telling
me what they are. Getting real insight into those agenda items has been super
helpful.”


Caylen McDonald
Customer Experience Manager





“With Pathlight, CLEAR Ambassadors have instant access on their mobile phone to
track their own goals. Managers can send messages to recognize wins achieved by
certain individuals or to a whole team. Pathlight has been huge for maintaining
a positive culture.”


Jimmy Hahn
VP Operations





“The ultimate 1:1 is when “I don't have to do anything, but respond to what the
rep is bringing to me...They're outlining what their target is or what their
goal is and are asking, how can I get there? How can I improve? And that's a
great conversation. That's a conversation that builds trust.”


Patrick Buckley
Global Director of SDR team, Twilio











INTEGRATE WITH YOUR TOOLS

Pathlight integrates with dozens of platforms, such as Salesforce, Zendesk,
Five9, RingCentral, Lessonly, and even your data warehouse.

and many more...
Get a Demo


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.

1


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.

2


AGILITY

Managers can proactively track performance, identify inefficiencies, and deliver
data-driven coaching to drive business results.

3


ALIGNMENT

Leaders have a single-screen view of performance, coaching, and communication
across the organization for data-driven management.


LATEST BLOGS

Blog
Building a Resilient Contact Center with AI-Driven Performance Intelligence

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.

Lauren England
March 10, 2023
  •  
5 min read
Case Study
Sunbasket makes QA 66% faster, reduces time spent on reporting by 60%, and
improves Customer Effort Score by 4% with Pathlight

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.

Shanthala Balagopal
January 4, 2023
  •  
9 min read
Blog
A guide to contact center forecasting and scheduling

Find out how call center forecasting and scheduling tools can help you
anticipate needs and plan resources appropriately in this blog.

Shanthala Balagopal
December 1, 2022
  •  
8 min read


READY TO GET STARTED?

Want to see a custom demo or get help finding the right plan?
We’d love to chat.

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