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…

Remuneration based on psychometrics? Please don’t.

As we have been progressing with positioning AgentBalance in the contact center industry, I have noticed a question that hasn’t been fully articulated, yet it often appears somewhere in context. And the question is: “Should we motivate agents to achieve better results in AgentBalance?” And our straightforward answer would be “No”. What we measure with AgentBalance…