Great Customer Service Starts With Better Agent Experience.
National CSAT scores haven’t budged for 20+ years, and agent turnover has hit 45%. The status quo isn’t working.
A lot of vendors are talking about it, but no one is doing anything about it.
We’ve created a metric to help you measure and track agent satisfaction.
Agent Experience Score (AXS)
Using a proprietary algorithm, Sharpen’s platform collects data from interactions to calculate and report the Agent Experience Score (AXS). The metric provides supervisors and agents a way to measure and track not only performance, but overall agent well-being.
Technology that will revolutionize the way your agents work.
Coaching and training your agents should be a part of your daily work-flow. By evaluating each of your agents’ interactions, AXS uses data from every channel to deliver real-time performance feedback in a 90-day rolling period.
It’s better to think of it as “no channel.” Sharpen lets agents connect with customers using any and every method in a single interaction.Learn More
In-line training, microlearning, conversational coaching… it’s a better way of developing people that helps agents and managers.Learn More
Better decisions can only be made if they’re well-informed. Insights gives you Big Data analytics in a beautiful dashboard.Learn More