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…