AXS incorporates new empowerment metric into traditional efficiency and effectiveness measures to solve decades-old agent development and attrition issues at the root of poor customer experiences
INDIANAPOLIS, March 19, 2019 – Sharpen Technologies, developers of the agent-first omni-channel cloud contact center platform, has made generally available its Agent Experience Score (AXS).
AXS re-defines contact center performance metrics by incorporating a new empowerment metric into traditional key performance indicators. The empowerment measure captures an agent’s perceived value, development and sense of connectedness within an organization.
AXS uses a proprietary algorithm to aggregate and quantify agent empowerment, efficiency and effectiveness, giving managers a more holistic and meaningful view into performance. Individual agent experience scores can also be rolled up by groups, revealing higher-level insights into team performance.
Sharpen has further enhanced the agent experience with the incorporation of bots that drive in-line coaching opportunities to managers and microlearning exercises to agents. This gives contact center managers a practical and personalized method for further developing agents.
“Agent experience, or AX, plays a key role in the customer experience, and agent engagement is critical to both,” said Blair Pleasant, president and principal analyst at COMMfusion and a co-founder of BCStrategies. “The problem is this: 89 percent of companies rank employee engagement as an important priority, but only one quarter of them consider their agents to be extremely engaged. Sharpen’s AXS seeks to connect this divide by intelligently aggregating all dimensions of the agent experience to give managers the insight they need to more deeply engage agents so they can deliver better customer experiences.”
“The evidence is overwhelming that satisfied, well-trained agents result in happier customers,” said Adam Settle, vice president of product for Sharpen Technologies. “But we also know that in a fast-paced contact center environment, it can be hard to identify the right coaching opportunities at the right time. By combining AXS with intelligent coaching tools, we’re helping managers develop the agents they count on to take care of their customers.”
Sharpen’s AXS and associated monitoring, coaching and agent development features are included in the company’s contact center platform license, which offers omni-channel routing, omni-channel IVR, analytics, reporting, surveys and more.
For more information about AXS, visit: https://sharpencx.com/agent-experience.
About Sharpen Technologies
Sharpen Technologies is a customer experience technology provider that offers a cloud-native, agent-first, omni-channel contact center platform. Its solutions address decades-old agent issues responsible for poor customer experiences. Sharpen’s proprietary Agent Experience Score (AXS) gives contact centers a new way to measure and track not only performance, but overall agent well-being. The company’s unique omni-channel approach gives agents a single interface for communicating across multiple channels. A global, cloud-native platform eliminates scalability issues while delivering mathematically unbeatable voice quality. Sharpen was named among the Best Places to Work in Indiana. The company is also a recipient of the Stevie American Business Awards and was named by Nemertes Research as a 2018 Top Rated Contact Center Solutions Provider. Sharpen employs more than 70 people serving approximately 250 customers. The company was founded in 2011 and is headquartered in Indianapolis, Ind. Visit Sharpen on LinkedIn, Facebook, YouTube, Twitter and the Sharpen blog.
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