www.pathlight.com Open in urlscan Pro
34.251.201.224  Public Scan

Form analysis
2 forms found in the DOM

Name: email-form — GET

<form id="email-form" name="email-form" data-name="Email Form" method="get" class="cookie-form" aria-label="Email Form" data-hs-cf-bound="true">
  <div fs-cc="close" class="cookie-form-close" role="button" tabindex="0"></div>
  <div class="padding-small padding-bottom">
    <div class="padding-small padding-bottom">
      <h2 class="cookie-preferences-heading">Preferences Dashboard</h2>
    </div><label class="w-checkbox cookie-checkbox">
      <div class="w-checkbox-input w-checkbox-input--inputType-custom cookie-checkbox-toggle"></div><input type="checkbox" id="checkbox" name="checkbox" data-name="Checkbox" fs-cc-checkbox="personalization"
        style="opacity:0;position:absolute;z-index:-1"><span class="paragraph-small w-form-label" for="checkbox">Personalization cookies</span>
    </label><label class="w-checkbox cookie-checkbox">
      <div class="w-checkbox-input w-checkbox-input--inputType-custom cookie-checkbox-toggle"></div><input type="checkbox" id="checkbox-3" name="checkbox-3" data-name="Checkbox 3" fs-cc-checkbox="marketing"
        style="opacity:0;position:absolute;z-index:-1"><span class="paragraph-small w-form-label" for="checkbox-3">Marketing cookies</span>
    </label><label class="w-checkbox cookie-checkbox">
      <div class="w-checkbox-input w-checkbox-input--inputType-custom cookie-checkbox-toggle"></div><input type="checkbox" id="checkbox-2" name="checkbox-2" data-name="Checkbox 2" fs-cc-checkbox="analytics"
        style="opacity:0;position:absolute;z-index:-1"><span class="paragraph-small w-form-label" for="checkbox-2">Analytics cookies</span>
    </label>
  </div>
  <div class="padding-small padding-bottom">
    <h3 class="heading-small">Essential Cookies (Required)</h3>
  </div>
  <div class="cookie-buttons-wrapper vertical">
    <a fs-cc="allow" href="#" class="cookie-button w-inline-block" role="button" tabindex="0"><div>Accept all</div></a><a fs-cc="submit" href="#" class="cookie-button ghost w-inline-block" role="button" tabindex="0"><div>Save my preferences</div></a><a fs-cc="deny" href="#" class="cookie-button link-text w-inline-block" role="button" tabindex="0"><div>Reject all cookies</div></a>
  </div>
</form>

Name: wf-form-Newsletter-Subscription — GET

<form id="wf-form-Newsletter-Subscription" name="wf-form-Newsletter-Subscription" data-name="Newsletter Subscription" method="get" class="email-form" aria-label="Newsletter Subscription" data-hs-cf-bound="true"><input type="email"
    class="email-form-field w-input" maxlength="256" name="Email" data-name="Email" placeholder="Your Email" id="Email"><input type="submit" value="Submit" data-wait="Please wait..." class="email-form-button w-button"></form>

Text Content

Products



product
Performance Intelligence

Employee Engagement

Performance Management
Quality Management (QM)

Integrations
How it Works
Let's see how our products work

Solutions



FUNCTION
Customer Support

Field Service

Inside Sales

Sales Development
Roles
Frontline
Managers
Executives
Customers

Pricing

Resources



RESOURCES
Case Studies

Blog

News

Podcast
NEWS
Pathlight Year in Review
Blog
Pathlight Extends Platform with New AI-enabled Quality Management and Announces
Workforce Optimization
Read More

Login


Get a Demo





POLICY NOTICE

By using this website, you agree to the storing of cookies on your device to
enhance site navigation, analyze site usage, and assist in our marketing
efforts. View our Privacy Policy for more information.

Accept all
Deny
Preferences


PREFERENCES DASHBOARD


Personalization cookies

Marketing cookies

Analytics cookies


ESSENTIAL COOKIES (REQUIRED)

Accept all
Save my preferences
Reject all cookies
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Blog


QUALITY MANAGEMENT ESSENTIALS: HOW TO PICK A QUALITY MANAGEMENT PLATFORM THAT’S
RIGHT FOR YOUR CX TEAM

It’s no secret that customer service is crucial for driving growth and loyalty
for a business. With 75% of customers willing to spend more with businesses that
give them a good customer experience, and 85% citing good customer service as an
important factor—outside of product and price—when deciding where to buy,
customer service has transformed from a cost center to a profit center.
Delivering exceptional customer experiences is vital for business success,
making quality management an integral part of the customer service process and
success. 


Shanthala Balagopal
July 27, 2022
  •  
8 min read


‍THINK BEYOND CSAT 

Quality management ensures customer-facing teams deliver top-notch experiences
to customers. Unlike CSAT surveys that rate the quality of the overall support
interaction, quality management monitors, analyzes, and evaluates the quality of
every interaction to ensure agents meet both customer and company expectations.
However, quality management is no easy feat without the right tools. 

SPREADSHEETS DON’T CUT IT FOR QUALITY MANAGEMENT

While spreadsheets are great for recording data and applying complex formulas,
they are not suited for contact center quality management. They are cumbersome,
static, and don’t scale with growth. 

 * Spreadsheets take a long time to put together and even longer to extract
   meaningful insights, costing businesses a significant drain of time and
   resources from the get-go. 
 * With limited automations, grading using spreadsheets takes time, resulting in
   a lower number of tickets being reviewed, and the scored tickets are almost
   always out-of-date and stale by the time managers meet with agents to review
   results. 
 * Spreadsheets don’t offer the versatility needed for in-depth reviews and
   performing comparisons between different timeframes without a ton of manual
   work. 
 * With large amounts of data stored in individual spreadsheets, there is no
   single source of information to effectively process, categorize, and analyze
   data to efficiently extract insights, share results, and forecast trends. 
 * If businesses want to make changes to scorecards and goals, all the
   underlying data and formulas become invalid, and the entire spreadsheet has
   to be redesigned. 
 * Using spreadsheets for quality management and assurance limits the ability to
   share and collaborate effectively. Comments are lost in mounds of
   spreadsheets, and monitoring progress over time is almost impossible. 

Though spreadsheets can valuable for many business processes within an
organization, they don’t offer the flexibility, usability, and collaboration
capabilities crucial for building a scale quality management process for
customer service at scale. 

INVEST IN A QUALITY MANAGEMENT PLATFORM TO DELIVER EXCEPTIONAL CUSTOMER SERVICE
AT  SCALE

Quality management is vital, rigorous, and a time-consuming process. It takes
time for managers to review, grade, and provide meaningful feedback on customer
service interactions. Doing it manually using spreadsheets adds additional
complexity, creating a bottleneck as teams would need to spend hours on
managerial tasks to keep them up-to-date. 

Investing in a quality management platform can streamline the process, allow you
to review a larger volume of support interactions, and secure a high level of QA
coverage. But with so many tools out there, it can be hard to pick the one that
best suits your needs. Outlined below are key capabilities to consider and look
for when choosing a quality management platform for your support organization.

 1. Support platform integration: The platform you choose should automatically
    sync and import support conversations from your customer support platform.
    Whether it is Zendesk, Salesforce, Five9, or any other platform, the quality
    management platform you choose needs to be fully integrated with the
    helpdesk your team is currently using. This ensures your team can access and
    review data from a single screen, eliminating the need to switch between
    multiple tabs or windows to copy-paste ticket data.


Side by Side QA in Pathlight
 2. Omnichannel support: Customer support is delivered through multiple channels
    — email, chat, messaging, phone, and more. Using different quality
    management platforms to evaluate omnichannel interactions increases
    operational costs and creates process inefficiencies. Finding a solution
    that enables businesses to easily monitor, analyze and score the quality of
    conversations across multiple channels from a single platform can deliver
    efficiencies at scale. 
 3. Side-by-side view: The purpose of quality management is to provide focused
    feedback on specific interactions between the customer and agent. The
    quality management platform should offer a side-by-side view of the ticket
    and scorecard to enable QA graders to score and deliver feedback quickly and
    efficiently.  
 4. Custom scorecards and weighting: No two businesses are the same. Company
    standards and customer expectations vary vastly, and each has a different
    definition of support quality. The ability to customize the scorecard and
    adjust the weighting of the different categories to meet business needs is
    vital when choosing a quality management platform. 


QA Scorecard in Pathligh
 5.  Root-cause analysis: Support teams deal with hundreds to thousands of
    support tickets on a daily basis, and have multiple teams supporting them.
    Getting a holistic view of how each team or individual is performing helps
    support leaders to quickly identify areas of improvement and excellence. It
    is therefore important to pick a platform that has built-in root cause
    analysis that allows support teams to drill down conversations by QA scores
    to identify specific interactions that resulted in a poor CSAT, customer
    churn, and other custom variables.


AI driven insights include phrase tracking and sentiment.
 6. Automatic Assignments: With large volumes of support tickets, it can be hard
    to identify which conversations needs to be reviewed by whom to maintain
    support quality. Manually picking and assigning conversations is not
    scalable, and critical interactions that need review and feedback can be
    easily missed. Finding a quality management platform that allows automatic
    assignment using custom criteria such as ticket status, tags, and other
    fields can be a game-changer and ensures thorough coverage.


One time, or repeating auto-assignments can be scheduled.
 7. AI-enabled assistance: Quality management process is manual by default,
    takes time, and it is easy to miss some crucial errors and misses. AI can
    help eliminate some of the manual work and make QA processes smarter,
    faster, and frictionless. It can automatically detect spelling and grammar
    errors, analyze sentiment, and highlight specific phrases that don’t meet
    quality standards within the interaction. When looking for a quality
    management platform, make sure the platform has AI capabilities that can
    automatically detect communication gaps to save time and improve efficiency
    at scale.


Save graders time by assisting their ticket analysis.
 8. Annotations: A customer support conversation has multiple back and forth
    interactions between the customer and the agent. When reviewing a customer
    service interaction, graders may want to provide feedback on a specific
    interaction. That’s where the ability to annotate and add comments to
    provide individualized, hyper-focused guidance and feedback is super
    beneficial.  


 9.  Grade sharing: Eliminating manual processes however small the task may be
     can drive incremental efficiency. For example, the ability to automatically
     share or schedule grade sharing can streamline the feedback process and
     save time.
 10. Appeals: When graders are evaluating a conversation, their score is based
     on their perception of the interaction and they might not have the entire
     picture. It is therefore important to give the agent the ability to make an
     appeal and provide context on a particular grade or issue. it ensures
     fairness and is crucial for building trust and morale. Don’t forget to
     check if the quality management platform has a seamless appeal process
     built into the platform. 


 11. Grade the grader: As important, as it is to grade an agent, it is equally
     important to evaluate the grader to ensure fairness and accurate grading.
     Looking for the ability to grade the grader when evaluating a quality
     management platform. 
 12. Dashboards and reporting: A big part of support QA is to be able to view
     large amounts of data organized in a meaningful way. It is important the
     view the performance against goals, how quality score is changing over time
     and across categories, how many conversations have been reviewed, and more.
     It is vital to have access to detailed reports and the ability to slice and
     dice data based on multiple criteria in the quality management solution.  


 13. Integrated Performance Management: While quality management offers insights
     and visibility into the performance of a support team, the ability to
     deliver individualized coaching and configuring goals is vital for
     improving agent happiness, boosting job satisfaction, and reducing employee
     turnover. This is where an integrated performance management solution with
     quality management can make a huge difference. Finding a platform that
     offers both quality management and performance management in a single
     platform can drive dramatic improvements in service quality, agent
     satisfaction, and customer satisfaction. ‍



Customer service quality management is essential for businesses that want to
achieve growth. It can take customer support to the next level, boost
satisfaction rate, and build loyal and trustful relationships with customers and
employees. With a platform that checks the key features highlighted above, it is
possible to maintain the highest support quality on a daily basis with ease. 

Pathlight is the first Performance Intelligence platform purpose-built for
brands to monitor, analyze, and optimize team performance. By unifying
performance data across multiple platforms in a single-screen view, managers and
agents get unprecedented visibility and insights on performance, empowering them
to achieve their professional best. Integrating Quality Management and Workforce
Optimization workflows into a single platform, allows businesses to dramatically
improve customer experience quality and reduce the cost and complexity of
service operations. 

Take your customer support team to the next level with Pathlight. Schedule a
custom demo today.


WANT TO SEE A CUSTOM DEMO OF PATHLIGHT OR GET HELP FINDING THE RIGHT PLAN? WE'D
LOVE TO CHAT.

Request a Demo


SIGN UP FOR OUR NEWSLETTER

Be the first to learn about our latest manager interviews, articles, and
customer stories.

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.






LATEST RELEASE

Blog


PATHLIGHT TIPS AND TRICKS: HOME SCREEN

A quick one minute video showing how you can use Pathlight's home screen!

Josh Witty
July 18, 2022
  •  
1 min video
Case Study


HOW STITCH FIX TURNED TO PERFORMANCE INTELLIGENCE TO SUPERCHARGE THEIR FRONTLINE
TEAMS

With over 4 million clients and $2B in revenue, Stitch Fix leverages data and AI
to create a personalized shopping experience for each customer. It is in their
corporate DNA to use data to help agents understand how they are performing and
what they could do to improve, but managers were left struggling with
spreadsheet madness. After implementing Pathlight, Stitch Fix has reduced
handling times across their channels, improved CSAT, and employee engagement.
This case study will review their build vs buy decision, lessons learned,
achieved results, and what’s next.

The Pathlight Team
July 14, 2022
  •  
7 min read
Case Study


HOW CLEAR MANAGERS WENT FROM CRUNCHING DATA TO COACHING THEIR TEAMS USING
PATHLIGHT

Using Pathlight enables CLEAR managers and ambassadors to see how they’re
performing in real-time, instead of relying on clunky spreadsheets and spending
time in the office. With the mobile app and convenience of Pathlight, managers
can stay on the floor, coaching ambassadors and improving the overall member
experience. Internally, Pathlight provides visibility, communication channels,
and opportunities for ambassadors to connect (and compete!) with each other, see
and track their goals, and communicate with their managers.

The Pathlight Team
July 12, 2022
  •  
8 min read
See all blog posts



PRODUCT

How It worksPerformance IntelligenceEmployee EngagementPerformance
ManagementQuality Management (QM)IntegrationsPricing


SOLUTIONS

Customer SupportField ServiceInside Sales Sales Development


ROLES

FrontlineManagersExecutives


RESOURCES

Case StudiesBlogNewsPodcast


COMPANY

About UsCareersContact Us


LEGAL

Master Services Agreement
Security
Privacy Policy
Terms of Service
Manage Cookies

© Copyright 2022 Pathlight. All rights reserved
LinkedIn
Twitter
Facebook