Webinars
Access Knowlagent’s webinar archive on the latest call center industry trends, including agent productivity, active wait time, working with at home agents, and how to improve the customer experience.
What Makes a Millennial Tick? Maximizing the Potential of the Gen Y Agent
DMG Consulting analyst Donna Fluss shares insights about the millennial agent and provides practical advice for harnessing their strengths, adopting workforce management tactics, and improving operational efficiencies. Listen now >
The Big 5: Overcome Top Call Center Challenges in 2012
Joseph McKendrick, lead analyst with Unisphere Research shares results from the Contact Center Productivity Survey and reveals what contact center leaders indicated as the top challenges for the year ahead and the impact on productivity. Listen now >
Become a Company Customers Love and Can’t Live Without: Five Decisions of Beloved and Prosperous Companies
Jeanne Bliss, author and founder of Customer Bliss, shares the behind-the-scenes secrets happening inside the walls of “beloved” companies. Learn the five decisions contact center leaders can put into practice to ensure customers can’t live without them. Listen now >
A Customer-Centric Approach to First Call Resolution
Customers don’t care how you reach first call resolution (FCR) or how you measure it…they just want you to achieve it. Replay this event to hear guest speaker Greg Levin, Founder of Off Center provide tips for improving FCR as well as new processes that drive and actively sustain FCR success. Listen now >
Taking on the Multi-channel Call Center: Proven Strategies that Increase Productivity and Improve the Customer Experience
In this webinar, featuring Art Schoeller, Principal Analyst at Forrester Research you’ll find out how to promote a balanced scorecard, integrate new channels like social media and improve productivity – all in the name of protecting the customer experience. Listen now >
From Boot Camp to Teamwork: How to Create a Positive and Profitable Call Center
Dr. David Butler, the Director of the Call Center Research Laboratory, discusses the impact that a call center culture can have on an organization’s bottom line. Replay this event for real-world case studies and to learn how to: create a winning call center culture, increase productivity without causing burnout, find time for coaching and training agents. Listen now >
Breaking Call Center Rules: Find Time to Wow Customers
Ventana Research shares insights into new research about key operational metrics, including idle time. Replay this webinar to learn which call center rules can be broken in order to provide superior customer service. Listen now >
How to Complete Your 2010 To-do List
DMG analyst Donna Fluss shares how to avoid costly mistakes from overlooking critical success factors for preparing, communicating and coaching agents. Listen now >
How Sprint Resolves FCR Once and for All
Replay this event to hear Sprint describe how it mobilizes around FCR and customer satisfaction down to every customer touch point. Listen now >
How to Make Your At-Home Program Move-in Ready
Replay this webinar to learn how to build a sustainable at-home program. Listen now >
Lucky or Good? How to select the right agents for your at-home program.
Review this webinar to learn about practices that will drive success whether you’re moving agents home or hiring for at-home. Listen now >
Long Time, No See: How to Keep At-Home Agents Connected
Replay this event addressing how to be successful with the people factors of work at-home agent programs. Listen now >
A Shortcut Home: How a Non-Profit Is Changing the At-Home Agent Game
Replay this event to learn how to tap into a flexible workforce. Listen now >
Finding the Way Home: How to Design Your At-Home Agent Framework
Replay this event to learn how to get started with a home agent program. Listen now >
