Knowlagent’s patented technology brings learning to the agent’s desktop to integrate continuous assessment, development and improvement into the daily life of each agent.

Knowlagent’s patented RightTime™ engine monitors call volume and service levels to find small pockets of downtime to push short, usually 15-minute learning breaks, to each agent.

The RightTime™ engine integrates in real time with the Automated Call Distribution (ACD) system to find the right time to deliver content to the agent without affecting service levels. This integration ensures that training is only delivered during call volume downtime. In addition, if an agent is taking a learning break and conditions in the center worsen, Knowlagent automatically prompts the agent to return to call handling. Any missed time from that learning break is accumulated and redelivered to the agent when service levels are back in compliance.

Learning breaks are targeted, 15-20 minute sessions, that focus on a specific performance area to allow improvement to occur rapidly and retention to increase. The duration of these breaks means that they not only work with the time available to the agent, but they are also targeted enough to make application of the learning easy, improving retention and long-term performance.

Knowlagent RightTime Technology:

• Provides training where little to no training was previously possible, without negatively affecting operational metrics.
• Delivers specific training to the largest and most underserved populations - the middle and top performers - which results in huge gains in productivity for the center.
• Gives agents competence and confidence which has a direct impact on customer satisfaction and agent attrition.
• Ensures that the agents are provided with appropriate skills to impact center performance and that call center activities are aligned with corporate objectives.

How RightTime Works