Not even the hot summer weather here in Prague can stop us at AgentBalance from releasing new major features in the AgentBalance Suite for contact centres and customer services providers.
AgentBalance Onboarding module
Currently under BETA testing with customers, we will soon release the AgentBalance Onboarding module, which, we believe, will be a game changer when it comes to hiring the right people for the difficult and demanding contact center job.
The aim of this module is to provide contact center managers and recruiters an automated pre-selection of employment candidates showing strong predispositions that might lead to a professional failure or candidates whose profile shows a high tendency to leave the contact center soon, even during the training period. Therefore, having potentially troublesome candidates filtered out, we expect to dramatically decrease attrition rates mainly in the initial phases of employees’ professional lifecycle.
Through automated workflows, we will provide AgentBalance customers with answers to the following questions:
- How does the candidate’s profile fit into the contact center or customer services environment?
- Does the candidate have any connection or attitude towards our brand?
- What part of the contact center would the candidate fit the most/least into?
- Customer support
- and more
As stated above, we have been running initial pilots in various territories, most notably on a large scale in China. Following BETA operations, the Onboarding module will be publicly available in September 2017.
The AgentBalance Dashboard is a new, elaborate functionality delivered very much based on the feedback and direct needs of our customers. It is, before all, designed and created to help contact center managers and team leaders. The Dashboard allows them to quickly observe and correlate the most important data about their employees, such as psychometry-based AgentBalance metrics and parameters, performance related data and information about seniority and attrition rates.
The Dashboard is highly customizable, which means that each manager can setup their own views of employees and teams that best match their needs and personal ideas or preferences of having actionable data at their fingertips.
In the upcoming AgentBalance Suite releases, we will focus on drill-down features, that will help managers pinpoint and analyze all important moments and events related to their team members and teams.
Stay tuned and let’s talk!.