Mindful agents mean higher customer satisfaction

Mindfulness, for those unfamiliar with the method, developed by Jon Kabat-Zinn, is a set of mental exercises intended to improve overall wellbeing of people. It covers many areas of everyday life, mainly through becoming fully aware of what is happening around us, while omitting deeply learned filters of consciousness. It helps to perceive the world…

Crossroads of team leaders’ decision-making

There are certain moments when team leaders need to make more or less difficult decision about the future heading of their agents. Without taking anything else into account traditional Quality Management centric approach would look something like this: Of course team leaders have certain understanding of their agents and quite often team leaders turn out…

Happy customer? Make your agents happy first.

The contact center industry is almost obsessed with myriads of metrics, ranging from Average Handling Time down to Customer Satisfaction. Yet, not many companies truly realise, that these metrics can hardly ever lead to a satisfied customer in a long term. As the infographics suggest, it naturally makes sense to monitor Customer Satisfaction, Quality and…

What’s new in 1.3

What’s new in AgentBalance 1.3 Apart from obvious minor enhancements and bug fixes, we have focused on our reporting section. Until the recent update, we were displaying agents’ scores only in charts, which is fine for getting deeper understanding of current situation in teams, but could be inconvenient for getting a quick overview of what’s…

AgentBalance at Startup Summit 2015

The Startup Summit took place in Prague last week. As one of the hand-picked startups, AgentBalance got a chance to pitch in front of the investors, corporates, startup community and anyone who had the time and money to come have a look at the disruption happening that day. Since I was chosen to deliver the…

Remembering CC Expo 15 in London

We had a great and productive time exhibiting at the Contact Center Expo 15 in London. Two days spent with likely minded people from the contact center industry brought us better understanding of the UK market, which seems quite mature, yet dealing with human resources related challenges found in most of other regions: Variable Agent…

Knowing individual agents is not enough.

Very often small contact centers with around 50 seats claim that they know their agents very well. It is commonly perceived that team leaders and even their managers know everything about agents so any additional insight is not that important. Well, let’s think again. Knowing agents almost intimately is a great thing, no doubt about that.…

We are looking for new team members

We are looking for new colleagues! Are you an experienced ICT sales professional with passion for new technologies and innovations? With previous exposure to the contact center environment? Do you know someone fitting the description? Then drop us a line at milan@agentbalance.com (Milan Rataj, AgentBalance COO) to get more details. We are currently looking for Business Development…

AgentBalance API for contact center solutions

We are launching an API, that allows connection to any 3rd party reporting or contact center solution. By combining AgentBalance psychometric data with already existing contact center data, customers can take their analytics to a whole new level, finally answering questions such as: – what is the cause of rising first call resolution of a…