Agent Experience Score

The Agent Experience Score

Stagnant CSAT scores, alarming turnover rates, frustrated workers, wasted time and effort… these are the symptoms that caused us to dig deeper and find the real problems plaguing contact centers. Once we discovered that agent experience is at fault, we started creating a solution. In order to improve agent experience, we needed a way to measure and track it, knowing that humans are more than just numbers.

AXS is determined by the 3 Es:

• Efficiency
• Effectiveness
• Empowerment

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.