Press Releases
Knowlagent CEO to speak at two conferences – inContact User Conference and ICSA 2011 – on improving agent productivity
Company to appear at several industry conferences this fall
Atlanta, GA (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.
At the inContact User Conference, McConnell is a featured panelist and will share insights about discovering and utilizing unproductive time to deploy off-phone activities in a session entitled, “What’s New with inContact Talent Management Forum.” In addition, Knowlagent is a gold sponsor for the show and is participating in the partner exhibit showcase.
McConnell’s ICSA session, “Debunking the Three Myths Preventing Agent Productivity,” will address how to overcome the three common objections that keep call centers in the vicious cycle of reducing shrinkage at the expense of customer service. McConnell’s presentation will be held Tuesday, Sept. 20, 2011 at 2:30 p.m.
“Improving agent productivity is a key initiative across all contact centers, yet many struggle to reduce the amount of idle time each agent experiences,” said McConnell. “According to our recent survey on contact center productivity, agents have 49 minutes of idle time on average each day. Both of my presentations will highlight additional key survey findings and create a dialogue, so that contact center managers will be able to identify ways to use this time to improve center performance.”
Next month, Knowlagent will sponsor and present at the CCA Contact Center Fall Conference in Phoenix at the Sheraton Phoenix Downtown Hotel, Oct. 3-6, 2011. Knowlagent will host a roundtable titled, “Finding Time to Deliver a Great Customer Experience: Using Idle Time Efficiently,” and COO John Wolf will speak about “Finding the Space Between a Rock and a Hard Place: Deliver on Customer Experience” on Wednesday, Oct. 5 at 2:30 p.m. at T & T8.
Finally, Knowlagent is a sponsor of the Executive Summit at the ICMI Call Center Demo & Conference, where it will host a roundtable event for invited attendees. This session will be held Oct. 11, 2011, in Dallas, and will focus on utilizing unproductive time.
Complete findings of the 2011 Knowlagent Customer Contact Center Productivity Survey mentioned in McConnell’s presentations will be released later this month. To view a social media version of this news release, visit http://pitch.pe/172198.
About Knowlagent
Knowlagent is the leader in intraday management solutions for contact centers. Its patented RightTime software increases agent performance and productivity by making idle time useful, enabling agents to work on personalized and prioritized activity queues consisting of training, coaching, communication and other off-phone activities. Knowlagent’s solutions are on-demand, easy to use and require no capital expenditures. More than 375,000 agents and managers around the world use Knowlagent’s solutions every day. For more information, call 888-566-9457 or visit us online at www.knowlagent.com.
Media Contact
Melissa Spies
Marketing Manager
Knowlagent
Email: mspies@knowlagent.com
Phone: 888-566-9457
