Management staffs additional call center agents to allow for coaching, and supervisors are burdened with too many manual processes to effectively coach and monitor individual agent progress.

Adhering to automated standard coaching processes allows supervisors to manage 20% larger teams. Optimizing idle time in call volume enables agents and supervisors to focus on improving performance.

BENEFITS FEATURES PRICING GETTING STARTED

With Knowlagent's on-demand Call Center Agent Coaching Solution, you can:

  • Increase supervisor span of control by as much as 20%.
  • Provide supervisors with easy-to-use tools to diagnose agent problems and create individualized solutions.
  • Automatically schedule time for coaches and agents to meet to review performance gaps.
  • Dramatically increase the amount, frequency and effectiveness of coaching.
  • Measure the impact and effectiveness of coaching.
  • Create shared accountability between supervisors and agents.

Knowlagent’s on-demand call center talent management solutions for training, coaching and hiring reduce spending in the call center attributed to off-phone activities while improving the call center metrics that matter most to you.

Learn how our Knowlagent Coaching™ solution can help you automate standard coaching processes and optimize idle time, allowing supervisors to manage 20% larger teams. Click here for a demo of our Call Center Agent Coaching Solution.

To learn how some of our clients have used Knowlagent Coaching to improve First Call Resolution through coaching agents during downtimes in call volume, Click Here.

 

OPERATIONS OPERATION SUPPORT L & D TECHNICAL FINANCE MANAGEMENT

How does Knowlagent impact my operations team?

With Knowlagent Coaching™, standard coaching processes are automated and downtimes in call volume optimized to allow supervisors to manage 20% larger teams. Our patented RightTime™ engine identifies pockets of forecasted and unforecasted downtimes and uses that downtime to deliver coaching directly to the agent desktop without negatively affecting service levels or operational metrics.

By optimizing idle time, both agents and supervisors are able to focus on improving agent performance in the call center.

To summarize, as an operations executive using Knowlagent, you will be able to:

  • Increase supervisor span of control by as much as 20%.
  • Provide supervisors with easy-to-use tools to diagnose agent problems and create individualized solutions.
  • Automatically schedule time for coaches and agents to meet to review performance gaps.
  • Dramatically increase the amount, frequency and effectiveness of coaching.
  • Measure the impact and effectiveness of coaching.
  • Create shared accountability between supervisors and agents.