Indianapolis, IN, USA, March, 2019 -- Sharpen Technologies, developers of the agent-first omni-channel cloud contact center platform, has made generally available its Agent Experience Score (AXS).
"Agent experience, or AX, plays a key role in the customer experience, and agent engagement is critical to both," said Blair Pleasant, president and principal analyst at COMMfusion and a co-founder of BCStrategies. "The problem is this: 89 percent of companies rank employee engagement as an important priority, but only one quarter of them consider their agents to be extremely engaged. Sharpen’s AXS seeks to connect this divide by intelligently aggregating all dimensions of the agent experience to give managers the insight they need to more deeply engage agents so they can deliver better customer experiences."
"The evidence is overwhelming that satisfied, well-trained agents result in happier customers," said Adam Settle, vice president of product for Sharpen Technologies. "But we also know that in a fast-paced contact center environment, it can be hard to identify the right coaching opportunities at the right time. By combining AXS with intelligent coaching tools, we’re helping managers develop the agents they count on to take care of their customers."
Posted by Veronica Silva Cusi, news correspondent
Sharpen is a cloud native contact center platform that enables customer experience teams to establish a better relationship with their customers. This global platform eliminates costly on premises hardware, increases agent efficiency and makes customers happier through frictionless interactions. Sharpen is committed to building a global community of companies who believe that a happy customer is a loyal brand advocate waiting to happen.
Published: Friday, March 22, 2019
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