AgentBalance .. AB

Analytical Suite

An analytical “Solution as a Service” that provides managers with unique correlations of psychometric data and performance parameters about their employees. Together with our customers, we can correlate these parameters with any performance metrics or custom external data.

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).

Reducing employee turnover and customer churn  
Optimizing the onboarding process for new employees and the overall employee life-cycle  
Boosting sales and collections  
Improving service quality and the satisfaction of employees and customers  
Growing employee engagement and gamification  
Decreasing operational costs  
AgentBalance now part of 2Ring’s product offering for North America
Press release   Jun 07, 2017 :   Aa strategic partnership to leverage synergies in their product and technology portfolios in North America. More