Pathstream Nominated For 2025 Workforce Innovation Of The Year
Off-The-Clock Frontline Development That Boosts CSAT
San Francisco, CA – May 20, 2025 – Contact centers are under pressure. Customer expectations are rising, burnout is accelerating, and too many teams are just trying to get through the day. Most companies respond with more tools or surface-level training. But as the pressure to improve customer experience intensifies, many are realizing that real progress starts with better support for the frontline.
That’s why the nomination of Pathstream for Workforce Innovation of the Year, ahead of the CCW Las Vegas conference, is getting attention. The recognition reflects the need for frontline development to be practical, motivating, and built for the realities of contact center work.
The Fastest Way To Improve CX
Recent industry research confirms what many operations leaders already know: frontline employees play a defining role in shaping customer satisfaction. From financial services to health insurance and telecommunications, improvements in CSAT are increasingly linked to well-supported, people-first frontline teams.
Yet most development programs are built for headquarters, not the frontline. They require time on the clock, which frontline teams rarely have. Even in companies with extensive L&D libraries, frontline participation stays low because the structure doesn’t work. Most programs rely on generic video content designed for self-paced learning during scheduled hours — an unrealistic model for busy customer-facing roles.
Pathstream takes a different approach. Designed specifically for contact center teams, Pathstream delivers off-the-clock development programs that give frontline team members a chance to grow and earn credentials that matter. Because the programs are university-credentialed, guided with individualized support, and eligible for tuition assistance, participation is consistently high.
“Being nominated for Workforce Innovation of the Year reflects a growing recognition that customer satisfaction starts with how we support the people delivering it,” said Eleanor Cooper, CEO and Co-Founder of Pathstream. “The Pathstream model is innovative because it works off the clock, and it gives team members a way to grow that respects their time and rewards their efforts. When people feel that kind of investment, they respond with stronger performance and better service.”
How Pathstream Works
Pathstream programs are built for frontline teams and designed to improve performance and consistency on the floor, without disrupting operations.
- Off-The-Clock Format: Team members engage with Pathstream on their own time.
- Tuition Assistance Eligible: Uses existing benefits. No new budget line required.
- No PII Or Contract Required: Team members opt in using tuition assistance, so no contracts, vendor approvals, or IT lift are needed.
- Guided, Job-Relevant Learning Experience: Each team member is paired with a professional coach and progresses through interactive, simulation-based learning tied to real frontline scenarios. Career guidance and university-credentialed certificates are built into the journey.
Customer contact executives use Pathstream as a turnkey, low-lift way to improve CSAT, FCR, and other priority KPIs by equipping frontline teams with skills that matter most in high-volume, high-stakes customer interactions. Demonstrating a clear appetite for growth that aligns with the realities of frontline work, 70% of eligible team members opt in.
Pathstream Preps Frontline For The CMP Certified Exam
The Workforce Innovation of the Year nomination comes as Pathstream and CMP Research, the advisory arm of Customer Management Practice, continue their shared focus on strengthening frontline teams. In 2024, the two organizations partnered to help contact center team members prepare for the CMP Certified. Both teams will be on site at CCW Las Vegas next month.
“Our collaboration with Pathstream reflects a shared commitment to empowering the customer contact workforce through accessible, practical, and high-impact learning,” said Nicole Kyle, Managing Director and Co-Founder of CMP Research. “By integrating CMP Certified into the innovative Pathstream learning experience, we’re equipping agents and leaders with the real-world capabilities they need to meet today’s customer expectations — and drive the operational outcomes companies care about. We’re proud to support this award-nominated approach to workforce innovation.”
Winners of the CCW Excellence Awards will be announced June 3, 2025, at the CCW Las Vegas conference.
For more on Pathstream’s partnership with CMP Research, visit: https://pathstream.com/cmpcertified_pathstream
About Pathstream
We founded Pathstream to help frontline employees access real opportunities on their terms. Today, we partner with contact center leaders to deliver off-the-clock learning that drives on-the-clock results.
Learn more at Pathstream.com
