With a combined 200+ years of experience in the call center industry, in 2011 the SharpenCX leadership team set out with one goal: a total rethink for measuring call center success.
It sounds intuitive these days to recognize that empowering call center agents—giving them tools to succeed not just at the job in front of them (customer success) but to train for the potential leadership roles ahead of them—would lead to better overall outcomes.
That wasn’t always the case. When SharpenCX set about redesigning the call center experience from the ground up, with a strategy of putting agents first, we created a revolution. And that’s not the only thing that makes us unique:
We started as a telco—you can count on us not to drop your calls
Our executives lived through the premise to cloud evolution; SharpenCX was designed as a native cloud platform
Many Sharpenites, including our executive team, began their career as call center agents
Our perspective from the get-go has been that empowered agents make happy customers
SharpenCX was the first CCaaS platform to move away from FCR (First Contact Resolution) as a success metric—it makes sense to us to assess agent performance on things they can control. One example of that is our new industry-leading metric called ACR, which stands for Active Contact Resolution, or Agent/Customer Resolution. Instead of measuring call volume it measures the quality of a customer interaction. Capturing data that agents actually control empowers your teams and aligns them around shared goals. Improved ACR correlates directly with reduced call volume, increased customer loyalty and agent retention. It’s a strategy where everyone wins.
According to Gallup, just 36% of employees describe themselves as engaged at work. The factors that create employee engagement are also known: challenging work, autonomy and tools to complete work effectively, and recognition for success. For too long, call center work has been heavy on challenges, and light on autonomy and recognition. SharpenCX means to change that!
That’s because we understand that team members with higher levels of engagement:
Produce substantially better outcomes
Treat customers better and attract new ones
Are more likely to remain with their organization than those who are less engaged
At SharpenCX, your success is our success. We can’t wait to partner with you.