Sharpen Technologies, a contact center platform provider, has released Performance Tiles, the first of several applications to be added to its new Performance Management module. Performance Tiles offer agents real-time visibility into their work, providing scoring metrics against specific targets and larger peer groups.
Companies testing Performance Tiles demonstrated immediate improvement in first call resolution (FCR) and average handle time (AHT), a lower number of transferred calls, and improved customer satisfaction (CSAT). Using the program, one leading financial company with more than 1,000 agents estimated an $800,000 annual savings after a 4.7 percent improvement in AHT, while a software company saw a 12 percent reduction in AHT, improving service levels by 12 percent and reducing staff costs by 8 percent. A credit union improved FCR six points to more than 85 percent and CSAT to its highest marks ever.
"In this new work-at-home world we live in, Performance Tiles provide agents with clear direction and real-time feedback of management's expectations," said Ric Kosiba, chief data scientist at Sharpen, in a statement. "At Sharpen, we've always said that a happy agent knows they are good and believes others know too. Performance Tiles bridge management's goals with agent performance, providing measurable improvement in both operational efficiency and customer satisfaction.
"As each agent strives to improve, the operation becomes more efficient, with an immediate ROI," Kosiba added. "Agents see how they're doing against the goals they're measured on, supervisors understand their team performance, and executives collect quantifiable and obvious ROI."
Performance Tiles are available directly within the Sharpen platform at no extra charge. Users can select from a host of operational metrics.