Knowlagent has leveraged more than 10 years of call center experience to create prescriptive best practices to drive your key initiatives for quick, sustainable results.

Based on the most common performance improvement goals in the call center, these best practices drive the Knowlagent Solutions. They are ‘baked in’ to the product and guide the services and content that complete the solution.

Each set of prescriptive best practices is driven by a key initiative:

• Sales optimization
• Agent productivity
• Agent retention
• Improved collections
• Desktop adoption

How are prescriptive best practices developed?

1. Based on a desired call outcome, Knowlagent prescribes a specific call flow model and steps.
2. Each of these steps leads to behaviors required to execute each step in the call flow.
3. Based on the solution, there may be actions required (see Coaching example below) to reinforce each behavior.
4. Each behavior requirement is linked to content needed to develop that desired behavior.