Press Releases
Knowlagent webinar explores five challenges facing contact centers and how organizations can overcome them
Attendees to learn implications of 2011 Contact Center Productivity Survey
Atlanta, GA (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.
The webinar will explore what more than 300 contact center leaders shared as the top issues impacting call center productivity in 2012. These challenges, revealed by Knowlagent’s 2011 Contact Center Productivity Survey, include aligning corporate and call center goals, agent productivity, performance, training and technology.
Joseph McKendrick, lead analyst with Unisphere Research, the firm that conducted the survey, and Knowlagent CEO Matt McConnell will discuss the findings in depth and explain how call center leaders can:
- Improve productivity and performance measuring tools
- Provide effective training and coaching
- Reduce agent idle time during the day
- Hire employees with the right skills
- Stay current with technology, including social media
“A majority of call center leaders say increasing agent productivity is their top challenge. But, implementing agent improvements is a big challenge, especially when you’re already up against sometimes conflicting issues – like figuring out how to align center goals with corporate goals under budget restraints,” McConnell said. “In this webinar, among the things attendees will learn is how agent improvements can increase call center productivity and performance.”
McKendrick is lead analyst for Unisphere Research. Over the past six years, he has completed more than 60 different research studies in the IT industry. McKendrick has been widely published as a business and technology columnist, blogger and contributing writer over the past 20 years.
This webcast is part of Knowlagent’s Productivity Plus campaign consisting of webinars, executive roundtables and a blog at http://knowlagentblog.com. Knowlagent partnered with call center industry experts to share knowledge based on their experiences and what they have observed in hundreds of call center environments around the globe in each of these outlets.
Previous webinars are available here, while a free copy of the 2011 Contact Center Productivity Survey can be downloaded at info.knowlagent.com/survey.
To view a social media version of this release, visit here.
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
