Press Releases
Knowlagent partners with industry thought leaders Bliss, Butler and Levin for Productivity Plus campaign
Campaign aims to shed light on how innovation drives exceptional customer experience and great agents
Atlanta, GA (August 25, 2011) - Knowlagent, a leading agent productivity solution for the world’s 10 million call center agents, 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.
“In the contact center environment ‘where time is money,’ the average call center agent spends 16 hours of every month idle,” said Matt McConnell, president and CEO of Knowlagent. “That’s a tremendous amount of wasted time that could otherwise be utilized for communications, research, training, and other off-phone work. For this reason, we have established the Productivity Plus campaign to educate companies on ways to use productivity gains to improve agents’ on-the-job performance while building customer loyalty.”
Knowlagent’s Productivity Plus Panel members include:
- Jeanne Bliss is author of two best-selling books: I Love You More Than My Dog, which presents best practices for companies to move from an “everyday” company to a “beloved” company, and Chief Customer Officer, which is the roadmap purchased and followed by more than 60 percent of all newly minted customer leaders. Bliss was the chief customer officer leading customer focus at Lands' End, Microsoft, Allstate, Mazda and Coldwell Banker Corporations. Her company, Customer Bliss, helps leaders and their companies, such as AAA, Ameritrade, Costco, Yahoo! and Zappos, create an actionable path for driving the customer loyalty commitment into business operations.
- Dr. David Butler is director of the Contact Center Lab at the University of Southern Mississippi and executive director of the National Association of Call Centers. Butler also wrote the book Bottom-Line Call Center Management, which addresses key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal.
- Greg Levin is author of Full Contact: Contact Center Practices and Strategies that Make an Impact. He has written hundreds of feature articles, case studies, blog posts and research reports on contact center best practices trends and challenges. He is Founder and Principal of Off Center, which provides a variety of resources to educate, inspire and entertain contact center professionals. Levin is the former editor of ICMI’s pioneering publication Service Level Newsletter, as well as its highly regarded follow-up journal Call Center Management Review.
Knowlagent’s trio of experts will deliver online and in-person educational content to contact center leaders based on their own real-world experiences and research. The panelists will leverage blogs, webinars, roundtables and other channels to present original research, industry best practices and tips for improving agent performance, and the overall productivity of the call center.
“Jeanne, David and Greg are three industry thought leaders who have each helped hundreds of call centers improve operations by leveraging innovation to create great agents and exceptional customer experiences,” McConnell said. “With their inclusion in the Productivity Plus Panel, we are able to help bring the learning and advice they’ve accumulated over the years to thousands more corporations, helping even more contact centers achieve their productivity and performance goals.”
Dr. Butler will be leading a webinar, “From Boot Camp to Teamwork: How to Create a Positive and Profitable Call Center Culture,” as part of the Productivity Plus campaign.
To view a social media version of this release, visit http://pitch.pe/168953
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
