The company recently had 160% contact center seat growth, and nearly doubled its customer count. WeWork is one of its most notable customers.<\/p>\n In an exclusive interview with Murph Krajewski, VP of Marketing and Adam Settle, VP of SharpenU, we discussed the company’s recent $15 million in funding and their new hires which have resulted in over 125 years of industry leadership.<\/p>\n <\/p>\n When we interviewed them last year we wrote<\/a>:<\/p>\n Sharpen believes it is a great solution for solving customer satisfaction and agent turnover issues – two of the biggest problems plaguing contact center execs.<\/p>\n<\/blockquote>\n Since that time, they were working on an agent experience score (AXS<\/a>) which measures things like effectiveness and average handle time. According to Murph, it is now available<\/a>v.<\/p>\n Murph said, “We need ninety days of data to aggregate this score.” He continued, “This solves the customer experience being tied to agent experience issue. A struggling agent can’t help customers effectively.”<\/p>\n The company holistically measures agent experience. Supervisors can keep track of agents and determine if they are working quickly, accurately, feeling supported, etc.<\/p>\n Murph said, “This allows supervisors to see where weak links are and help with training as needed.” He added, “CX is a symptom, not a problem – it is an indicator.”<\/p>\n The company believes you need happy and engaged agents to have better customer satisfaction and AXS is their attempt to measure this. They liken it to a temperature gauge.<\/p>\n “You can also compare contact centers against each other. You can see improvement and compare to anonymous competitors,” explained Murph.<\/p>\n Murph went onto explain that CX is like a headache. When you get one, you can’t be sure what the cause is. In other words, it is a symptom and you need to track down the underlying issue.<\/p>\n But in the case of CX, the problem is agent experience. This is why as he explains, customer satisfaction scores typically never go above 77%. They think customers can be happier.<\/p>\n In addition, the company recently rolled out Logic and Actions which are bot-driven omni-channel workflows with drag-and-drop interfaces, NLU,NLP as well as access to data from third-party systems.<\/p>\n![\"sharpen-pricing.PNG\"](\"http:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/uploads\/sharpen-pricing.PNG\")
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