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…
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…
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…
We are happy to announce that we have released a new version of the AgentBalance solution. Apart from minor improvements and bugfixes, this release focuses on improved usability in the contact center environment with more complex set of personal rules and dependencies.
In this short article, I will try to describe our road from noticing that there is a super exciting competition happening in Slovakia all the way to winning it. What a trip it was! Let me tell you that I have never seen a competition of this quality happening in Central Europe before. But…
We are happy to share this short video by Simon Sinek, that says it all. Our mission is to help employers to deal exactly with these kinds of struggles mentioned in the video. Enjoy the video, it will be 15 well spent minutes. “We put kids into corporate environment, that cares more about numbers and short term…
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…
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…
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…
After recently making the decision to start writing short articles where I share the AgentBalance experience gained while traveling the world trying to make the segment of contact centers a better place, I have another story ready. And a big one it is. The Pioneers Festival 2016 in Vienna. One of the biggest events enabling startups, investors…
What is the KPI Tracker We have just released a new major version of the AgentBalance Suite that now includes the long-awaited and customer requested module called KPI Tracker. This latest add-on allows customers to monitor not only psychometric data about their customer services or retail employees but as of today, our solution integrates also…
It is my greatest pleasure to make the following announcement about the changes in the AgentBalance management team. We have introduced a new Chief Technical Officer role in order to consolidate and accelerate our development process. The purpose of the role is to cover the whole product and solution development. At the beginning of November 2016,…
AgentBalance is an innovative software solution that introduces a unique set of psychological metrics about contact center agents. It has been designed specifically for contact centers and customer service companies with their unique needs and challenges in mind. Provided metrics help managers to better understand the psychological profiles of agents and, in the context of…
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…
At AgentBalance, we strive for the most efficient communication between managers and employees. That’s why we originally came up with the AgentBalance CORE metrics – to spark a meaningful discussion between managers and their subordinates based on monitoring of psychometric data. Now we are taking the whole AgentBalance Suite to a new level. The…
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.…
This my personal story of losing faith in natural kindness in customer care. I have been thinking for quite a while if putting this post together makes sense and if it’s even relevant for this industry. And I came to a conclusion, that at least I might ignite a spark of discussion about how people…
