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…

Dealing with Black Swans in WFO

Currently, WFO combines quality and/or performance data with expected contact center workload, keeping contracted service level constant. What seems striking to me is that agents are assigned to future shifts based on their past performance. But how can you tell, whether the past performance will be matched the in upcoming period? Well, you can’t. It…

7 deadly sins of contact center team leaders

Team leaders play crucial part in any contact center. It is up to them to keep their teams balanced, satisfied and well performing. When an agent’s performance drops below standards it is probably because of something happening in their life that influences their results. However, if the whole teams’ indicators start heading the wrong direction…

Agent attrition costs much more than just money

Experts from the contact center industry agree that agent attrition is a pain that costs anything from thousands to millions of dollars per year based on the size of the contact center. In case of hard sales campaigns with predictably miserable ROI, the length of the agents’ life cycle within the contact center is usually…