SharpenCX was the first CCaaS platform to move away from FCR (First Contact Resolution) as a success metric—it makes sense to us to assess agent performance on things they can control. One example of that is our new industry-leading metric called ACR, which stands for Active Contact Resolution, or Agent/Customer Resolution. Instead of measuring call volume it measures the quality of a customer interaction. Capturing data that agents actually control empowers your teams and aligns them around shared goals. Improved ACR correlates directly with reduced call volume, increased customer loyalty and agent retention. It’s a strategy where everyone wins.

According to Gallup, just 36% of employees describe themselves as engaged at work. The factors that create employee engagement are also known: challenging work, autonomy and tools to complete work effectively, and recognition for success. For too long, call center work has been heavy on challenges, and light on autonomy and recognition. SharpenCX means to change that!