KNOWLAGENT WEBINAR EXPLORES FIVE CHALLENGES FACING CONTACT CENTERS AND HOW ORGANIZATIONS CAN OVERCOME THEM

December 6, 2011 - Knowlagent, a leading agent productivity solution for the world’s 10 million call center agents, is hosting a free webinar, “The Big 5: Overcome Top Call Center Challenges in 2012.” The webinar is at 2 p.m. EST on Thursday, Dec. 15, 2011. Register at http://bit.ly/sFAFen.
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KNOWLAGENT WEBINAR PRESENTS FIVE CUSTOMER SERVICE STRATEGIES FOR CREATING PASSIONATE AND LOYAL CONSUMERS

October 25, 2011 - Knowlagent, a leading agent productivity solution for the world’s 10 million call center agents, is hosting a free webinar, “How to Become a Company Customers Love and Can’t Live Without: Five Decisions of Beloved and Prosperous Companies.” The webinar is at 2 p.m. EST on Wednesday, Nov. 9, 2011. Register at http://bit.ly/ph6l2t.
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KNOWLAGENT LAUNCHES PRODUCTIVITY PLUS BLOG TO HELP COMPANIES IMPROVE CULTURE, TRAINING, TECHNOLOGY AND MEASUREMENT

October 10, 2011 - To provide call center leaders with tips and techniques for boosting productivity and increasing performance, Knowlagent - a leading agent productivity solution for the world’s 10 million call center agents - today introduced its Productivity Plus blog, available at www.knowlagentblog.com.
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KNOWLAGENT CUSTOMER CONTACT CENTER PRODUCTIVITY SURVEY REVEALS AGENTS AVERAGE 49 MINUTES OF IDLE TIME DAILY

September 20, 2011 - According to a survey of contact center leaders, the average amount of idle time per day per employee is nearly an hour, as respondents report 49 minutes daily per agent on average. Knowlagent, a leading agent productivity solution for the world’s 10 million call center agents, released this and other findings from its 2011 Customer Contact Center Productivity Survey.
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KNOWLAGENT CEO TO SPEAK AT TWO CONFERENCES – INCONTACT USER CONFERENCE AND ICSA 2011 – ON IMPROVING AGENT PRODUCTIVITY

September 13, 2011 - President and CEO Matt McConnell of Knowlagent, a leading agent productivity solution for the world’s 10 million call center agents, will speak about improving agent productivity at two conferences this month: the inContact User Conference, Sept. 12-15 and the International Customer Service Association (ICSA) 2011 Conference, Sept. 18-21. In addition to inContact and ICSA, Knowlagent will participate in two other industry shows this fall — CCA Contact Center Fall Conference 2011 and ICMI Call Center Demo & Conference.
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KNOWLAGENT RIGHTTIME PLATFORM KEEPS AHMSI MORTGAGE AGENTS PROFICIENT ON REGULATORY CHANGES

September 8, 2011 - After engaging Knowlagent, a leading agent productivity solution for the world’s 13 million call center agents, American Home Mortgage Servicing Inc. (AHMSI) maintained superior service with knowledgeable mortgage agents—proficient on frequent regulatory changes—without increasing labor costs. Knowlagent saved AHMSI the cost of two to three employees per month by using idle time to deploy regulatory compliance training, which would have otherwise added to the cost of shrinkage.
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KNOWLAGENT OFFERS FREE WEBINAR ON CREATING PROFITABLE AND POSITIVE CALL CENTER WITH INDUSTRY EXPERT DR. DAVID BUTLER

August 29, 2011 - Knowlagent is hosting a complimentary webinar entitled “From Boot Camp to Teamwork: How to Create a Positive and Profitable Call Center Culture.” The webinar is scheduled for 2 p.m. EDT on Thursday, Sept. 8, 2011.
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KNOWLAGENT PARTNERS WITH INDUSTRY THOUGHT LEADERS BLISS, BUTLER AND LEVIN FOR PRODUCTIVITY PLUS CAMPAIGN

August 25, 2011 - Knowlagent today announced the launch of its Productivity Plus campaign. As part of this initiative, Knowlagent has partnered with three call center industry experts to form the Productivity Plus Panel, which is designed to provide contact center leaders with real-world tips and best practices to help them improve productivity, increase key business metrics, such as first call resolution, and maintain a culture of excellence in their contact centers.
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KNOWLAGENT OFFERS FREE WEBINAR WITH FORRESTER RESEARCH TO DISCUSS MULTI-CHANNEL CALL CENTER STRATEGIES

June 13, 2011 - Knowlagent announced today a complimentary webinar with Forrester Research, entitled “Taking on the Multi-Channel Call Center: Proven Strategies that Increase Productivity and Drive an Improved Customer Experience.” The webinar is scheduled for Tuesday, June 21, 2011 at 2 p.m. EDT.
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AGENT PRODUCTIVITY PLATFORM PROVIDER KNOWLAGENT LAUNCHES PRODUCTIVITY PLUS WEBINAR SERIES

May 23, 2011 - Knowlagent will kick off its Productivity Plus webinar series this month through CRMXchange with “Breaking Call Center Rules: Find Time to ‘Wow’ Customers.” In this webinar, call center managers, executives and operations leaders will learn how to find hidden pockets of productivity and effectively use that time to improve customer satisfaction. The complimentary webinar is scheduled for Thursday, May 26, 2011 at 1 p.m. EDT.
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KNOWLAGENT CEO TO SPEAK AT INTERACTIVE INTELLIGENCE CONFERENCE ON IMPROVING AGENT PRODUCTIVITY

May 20, 2011 - President and CEO Matt McConnell of Knowlagent will speak at Interactive Intelligence’s Interactions 2011 Conference on improving agent productivity, and the company will also exhibit at the International Avaya Users Group (IAUG) Global Conference, highlighting the benefits of active wait time.
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AGENT PRODUCTIVITY PLATFORM PROVIDER KNOWLAGENT LAUNCHES CRMXchange CONTENT SERIES

May 19, 2011 - Knowlagent announced the launch of its CRMXchange content series, which will provide leaders with insights to improve call center productivity and reduce shrinkage. In the series, a white paper, bylined article or webinar will be published regularly to help call centers become more effective and efficient by turning idle time into “active wait time.”
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AGENT PRODUCTIVITY PLATFORM PROVIDER KNOWLAGENT SPONSORS AT-HOME STRATEGIES FOR SUCCESS WORKSHOP SERIES

April 28, 2011 - Knowlagent is partnering with Customer Contact Strategies to sponsor the At-Home Strategies for Success Workshop series. The workshop series, which is slated for four cities between May and October, is a two-day session designed exclusively for organizations considering an at-home model, or expanding and refining their existing model.
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AGENT PRODUCTIVITY PLATFORM PROVIDER KNOWLAGENT OFFERED INSIGHT ON CALL CENTER PRODUCTIVITY AT KEY INDUSTRY CONFERENCES

April 26, 2011 - Several top leaders from Knowlagent recently participated in discussions about the ever-growing issues of call center agent productivity and shrinkage at four major industry conferences, including: the American Teleservices Association (ATA) Convention, Remote Agent Summit, International Customer Management Institute (ICMI) and a Multi-channel Virtual Conference.
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AGENT PRODUCTIVITY PLATFORM PROVIDER KNOWLAGENT RECEIVES ATA TECHNOVATION AWARD

April 5, 2011 - Knowlagent, a leading agent productivity solution for the world’s 10 million call center agents, announces the company has received the American Teleservices Association (ATA) Technovation Award for its Knowlagent 8.5 product. Knowlagent was presented with the award at the ATA 2011 Convention & Expo in Phoenix, Ariz.
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KNOWLAGENT ADDS TO ITS EXECUTIVE TEAM WITH SALES, FINANCE, AND OPERATING APPOINTMENTS

February 15, 2011 - Knowlagent announces expansion of its leadership team. Kevin Kiernan is named as Senior Vice President of Sales, Eric Froistad joins as Chief Financial Officer, and John Wolf takes on the role of Chief Operating Officer.
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KNOWLAGENT USER ADVISORY COUNCIL HIGHLIGHTS SUPERVISOR ADOPTION

January 25, 2011 - Knowlagent customers heard from Tina Bjork at Coca-Cola Refreshments and previewed upcoming product functionality. Participants influence planning, development, and release of new products and features and also have an opportunity to trade best practices.
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SURVEY DEDICATED TO UNDERSTANDING CONTACT CENTER SHRINKAGE RELEASED

January 5, 2011 - Knowlagent announced findings from the Contact Center Shrinkage Survey - a first of its kind for the call center industry. Shrinkage is commonly understood to be any part of an agent’s time that is consumed by activities other than customer interactions and an unavoidable operational cost for the industry.
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KNOWLAGENT - NOT JUST FOR TRAINING ANYMORE

November 16, 2010 - Knowlagent announces the release of Knowlagent 8.5, a software upgrade designed to further reduce shrinkage in the call center by dramatically expanding the types of off-phone activities delivered to agents during call volume downtime.
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KNOWLAGENT AND LOCAL ORGANIZATIONS BUILD PLAYGROUND FOR MUST MINISTRIES

November 11, 2010 - Knowlagent recently partnered with local organizations – Cbeyond, Majestic Landscapes, LLC and Underground Boring Systems, Inc. – to build a playground at MUST Ministries through a Serve@Work program.
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KNOWLAGENT CONTINUES SUPPORT OF MUST MINISTRIES AND EXPANDS TO PARTICIPATE IN THEIR SUMMER LUNCH PROGRAM

August 6, 2010 - Knowlagent continues its commitment to community service and to MUST Ministries by providing another lunch and participating in their summer lunch program.
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KNOWLAGENT HOLDING FIRST USER ADVISORY COUNCIL MEETING

July 27, 2010 - Knowlagent customers are joining forces with the in-house product management team to influence the direction of future product features and releases.
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KNOWLAGENT CONTINUES CULTURE OF SERVICE

June 18, 2010 - Knowlagent employees continue relationship with MUST Ministries by preparing lunch in the Loaves & Fishes community kitchen and dining hall.
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SCOTT RICHTER NAMED KNOWLAGENT’S CHIEF TECHNOLOGY OFFICER

April 22, 2010 - Knowlagent, the leader in call center talent management software solutions, announced today that Scott Richter has been named the company’s Chief Technology Officer.
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HOW TO SELECT THE RIGHT AGENTS FOR YOUR AT-HOME PROGRAM

April 16, 2010 - Knowlagent shares results of its at-home agent hiring survey and best practices for selecting the right work at home agents.
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KNOWLAGENT EMPLOYEES SERVE LUNCH TO AREA HOMELESS

April 1, 2010 - Employees kick-off second year of service to MUST Ministries, serving lunch to a local homeless population.
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JOHN WOLF JOINS KNOWLAGENT MANAGEMENT TEAM AS VP OF MARKETING AND PRODUCT MANAGEMENT

March 26, 2010 - Knowlagent announced the expansion of its leadership team and named John Wolf as vice president of marketing and product management.
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KNOWLAGENT SOLUTIONS HELP NON-PROFIT PREPARE ECONOMICALLY DISADVANTAGED PERSONS AND DISABLED VETS TO WORK AS AT-HOME CALL CENTER AGENTS

March 5, 2010 - Learn how non-profit Virtual Training Systems™ (VTS) prepares economically disadvantaged individuals and persons with disabilities to work as at-home call center agents.
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KNOWLAGENT SURVEY FINDS CALL CENTERS READY TO INVEST IN 2010

February 23, 2010 - Leading call center talent management software provider Knowlagent announced findings from its 2010 benchmark study: The Post-Recession Call Center – The Focus, The Spend & The Case for Talent Management. The study finds that call centers are ready to invest in processes and technology to improve agent performance and efficiency.
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