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…

AgentBalance goes along with Mindfulness

AgentBalance is a diagnostic psychometric method that reveals a unique set of data about contact center agents. Well, you might ask, how to proceed once an agent is diagnosed with a low level of mental energy, low job fulfillment, or even a strong tendency to self-suppression? One of the possible answers that we are currently…

Combining Quality Management data with AgentBalance

AgentBalance, as a solution that reveals hidden psychological parameters of contact center agents, can work well as a standalone solution in such environments where Quality Management processes are either missing or deployed in a simple way. However, where AgentBalance becomes a real deal breaker is a situation when team leaders combine their QM data such…

Reducing contact center agent attrition? Finally save costs for real.

A use case without introducing data from a real customer along with a smiley face of a well motivated manager? Unthinkable? Possible! Let me demonstrate how our software solution helps customers in reducing their costs through decreasing agent attrition. At AgentBalance we have decided to take the route less traveled by creating a use case generally applicable…

Will machines replace outbound contact center agents?

You might have noticed how easily Watson, a supercomputer made by IBM, went straight to the final of UK Double Jeopardy TV show, where he crushed his human opponents. That was 4 years back, in 2011. Isn’t that scary? The ability of the machine to understand spoken questions, find the answers and synthesize it to…

How does the CWAT method work?

What is the CWAT method. Color-Word Association Test. A method built into the AgentBalance.com software solution as an exciting innovation into the world of contact centers providing a never before achieved insight into the agents’ psychology to optimize their performance in a whole new way. But how does it really work? Let’s have a peek into the scientific…