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.
With its built-in A.I. tools and deep analytics, training becomes a part of the daily work-flow. Sharpen monitors interactions on all channels and uses AXS data to deliver real-time performance feedback to supervisors. It’s a platform built to improve the work of serving customers. Every tool, every feature, every function exists to help contact centers create better customer experience.
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