Press Releases
Knowlagent launches productivity plus blog to help companies improve culture, training, technology and measurement
Features posts from industry thought leaders Bliss, Butler and Levin
Atlanta, GA (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.
“Contact center managers are looking for ways to improve key business metrics and maintain a culture of excellence in their call centers,” said Matt McConnell, president and CEO of Knowlagent. “The Productivity Plus blog will share industry best practices for achieving these goals, as well as tips for building customer loyalty and reducing costs.”
McConnell and contact center industry experts Jeanne Bliss, David Butler and Greg Levin author the blog posts. All four share knowledge based on their experiences and what they have observed in hundreds of call center environments around the globe.
The five topic areas of critical interest to call center leaders include:
- Corporate culture - How creating a positive work environment can improve customer retention and increase revenues
- Customer centricity - What companies can do to focus on optimizing the customer experience, including first call resolution and quality monitoring
- Technology - What new technologies leading call centers are utilizing, such as desktop solutions, customer databases, and social media to improve the customer experience
- Training and coaching - How companies can better communicate with agents, deliver one-on-one coaching and recognize achievements of agents
- Best practices and metrics - What tactics successful companies have implemented to improve customer satisfaction and how companies can better measure return on investments
Featured writers on the blogroll include:
- Bliss - author of two best-selling books: I Love You More Than My Dogand Chief Customer Officer. Her company, Customer Bliss, helps leaders and their companies create an actionable path for driving the customer loyalty commitment into business operations.
- Butler - director of the Contact Center Lab at the University of Southern Mississippi and executive director of the National Association of Call Centers. He also wrote the book Bottom-Line Call Center Management.
- Levin - author of Full Contact: Contact Center Practices and Strategies that Make an Impact. He is also founder and principal of Off Center, which provides a variety of resources to educate, inspire and entertain contact center professionals.
The blog is one component of Knowlagent’s Productivity Plus campaign, which also includes executive roundtables and webinars. Levin will lead the next webinar, “A Customer-Centric Approach to First Call Resolution,” from 2-3 p.m. on October 12. He will offer real-world tips on how companies can handle and achieve first call resolution.
For more information on Knowlagent, visit www.knowlagent.com. To view a social media version of this release, visit http://pitch.pe/179059.
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
