Simon Sinek on Millennials in the Workplace

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…

Christmas 2016 Survey

During Christmas 2016 we asked thousands of customer services managers and executives to take a short test based on the CA Method utilised in AgentBalance. You might be wondering why we are publishing the results only now. Well, we were flooded by requests to include more colleagues and business partners of our contacts from all…

AgentBalance’s storming through 2016

  2016. What a year that was for AgentBalance! We have just recently internally discussed what to expect in 2017 and realized how many unexpected, planned, crazy, exciting or unpublishable things happened for us in 2016. Or did not happen. Yes, not all the plans came to reality. And that is all good. Because 2016…

Kindness – personal trait, or adopted skill?

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…

Mindful agents mean higher customer satisfaction

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…

Crossroads of team leaders’ decision-making

There are certain moments when team leaders need to make more or less difficult decision about the future heading of their agents. Without taking anything else into account traditional Quality Management centric approach would look something like this: Of course team leaders have certain understanding of their agents and quite often team leaders turn out…

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…

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.…

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…