Agent Experience
Sharpen your
agent experience
Simplify your agent interface
Sayonara, screen-hopping! Enable agents to access essential information quickly and serve customers more efficiently.
Stop digging for customer information
Agents need to have access to all customer interaction history, from every channel, at every touchpoint, all on one screen. SharpenQ enables them to personalize experiences without spending time searching for information.
Your customer data is in another system? No problem. With our open REST APIs, it’s easy to connect to third-party systems, so agents can see all relevant information from your customer database—and customers don’t have to repeat themselves no matter who they’re talking to.
Meet your customers where they are
The most effective service channel is the one your customer is already using. With our agent interface, SharpenQ, agents can easily move between channels with the click of a button without changing screens or pausing the interaction—providing a more seamless customer and agent experience.
Unlock the full potential of your contact center teams
Whether it’s through contextual feedback or frequent training, how you engage and develop your agents impacts your CSAT. It’s time for a better way to track, measure, and improve your agent experience—and Sharpen can help.
Motivate and improve performance
Provide agents with real-time visibility into their work with customizable KPI tiles so they don’t have to guess how they’re performing.
With Performance Tiles, they’ll have real-time visibility into their progress against individual and team metrics— without leaving their queue.
Give immediate feedback for growth
Encourage the development of effective habits through instant coaching. Review and provide comments and feedback on agent interactions and transcripts—without pulling them out of the queue.
When the agent reviews your notes, they can respond to your comments, ask questions, or provide clarity.
Fuel professional development
Put your agents in the driver’s seat of their professional advancement with data-driven self-coaching tools.
By combining actionable data and contextual coaching and training, your agents can take ownership of their own professional development, giving them greater control over their careers.
Support a happy, anywhere workforce
Equip your agents to interact on any channel, from anywhere, and solve customer problems faster and more effectively. The results? Happier agents, happier customers, better business outcomes.
Add flexibility to your agents’ lives
Offer your agents the freedom to excel from anywhere. Because Sharpen is cloud-based, your agents can seamlessly interact with customers on any channel—from wherever they can connect to the internet. This flexibility increases agent engagement, boosts satisfaction, and enhances efficiency in resolving customer issues.
Deliver a consistent agent experience
Whether you’re in the office or leading a team of remote agents, your agent and customer experience will look and feel the same.
Manage your workforce needs with confidence
With built-in performance management, Sharpen gives managers tools to identify opportunities for actionable agent coaching and schedule the right number of agents with the right skills at the right time.
Client Testimonial
“Since implementation we’ve seen increased customer satisfaction, better wait times, decreased number of abandoned calls and happier agents.”
Empowered agents make satisfied customers
The Very Real Benefits of Designing for the Agent