AgentBalance .. AB
AgentBalance combines parameters and metrics based on multiple sources:
- Original AgentBalance data
- Customer-specific data
- External sources
AgentBalance is designed to complement the solutions already utilized in your customer services operations. Most commonly Workforce Management, Quality Management, and Customer Feedback solutions. We correlate our data and metrics with data from any other source and help you manage your workforce with unmatched effectivity and precision.
The testing method, called Color-Association Method, is a patented and scientifically verified psychometry-based testing method.
Employees take a short, intuitive test every week. They are projected a set of phrases or pictures and assign three of the eight presented colors to each of these phrases based on their current feeling about that particular phrase. The testing engine reacts to the employee’s immediate behavior and adapts the test in real-time so that it is never the same.
- A testing method that accurately reflects an employee’s state of mind
- No “right” or “wrong” answers
- Regionally and culturally independent
- 25 years of research backed by over 700,000 collected results
Available for all Cisco Contact Center platforms (Cisco Unified Contact Center Express - UCCX, Enterprise - UCCE, Packaged UCCE) and even for Cisco Unified Communications Manager (CUCM).
Data provided by AgentBalance reflect our knowledge of individual agents with a staggering precision. On top of that, AgentBalance correlates with sales performance of our agents, which makes the tool not only functional, but also highly beneficial.
Company Co-Owner, Inotel
Using AgentBalance helps us understand our agents. It provides unique metrics that can be utilized in decreasing employee turnover.
Call Center Manager, Generali
AgentBalance is an innovative tool that provides excellent and highly usable correlations of original psychometry-based data with standard KPIs and other data sources available in customizable reports enabling better understanding of employees and effective leadership.
Chief Operating Officer, Home Credit Philippines