In the call center, the scarcest resource is time.

Management is often forced to staff for off-phone activities such as training, communication and team meetings. By optimizing idle time – automatically delivering training and updates to agent desktops during unscheduled downtimes – Knowlagent reduces agent staffing while increasing frontline productivity.

Agent performance improves, off-phone time for these activities dramatically decreases, and up to 3% fewer agents are needed.

BENEFITS FEATURES PRICING GETTING STARTED

Now you can deliver more training while reducing costs.

Knowlagent's patented RightTime™ technology enables you to increase training and communication by pushing learning breaks to your agents' desktops when call volume is low.  This solution will enable you to:

  • Reduce the number of agents needed per shift.
  • Continually improve skills, knowledge and agent performance in the call center by providing consistent information to all agents.
  • Certify the adoption of important policies, procedures and programs.
  • Improve key performance indicators such as handle times, call quality and first call resolution.
  • Optimize sales opportunities and improve collections effectiveness.
  • Reduce training time and costs using RightTime™ to optimize idle time.

 

Watch a demo to learn more about Knowlagent Training.

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 Training™ solution can help you optimize idle time, automatically delivering training and updates to agent desktops during unscheduled downtimes. Click here for a demo of our Call Center Agent Training Solution.

To learn how some of our clients have used Knowlagent Training to improve agent performance and achieve double-digit sales growth in just 60 days, Click Here.

OPERATIONS OPERATION SUPPORT L & D TECHNICAL FINANCE MANAGEMENT

How does Knowlagent impact my operations team?

Knowlagent Training™ optimizes idle time, automatically delivering training and updates to agent desktops during unscheduled downtimes. This reduces the need for overstaffing while increasing overall frontline productivity.

Our patented RightTime™ engine identifies pockets of forecasted and unforecasted downtimes and uses that downtime to deliver training directly to the agent desktop without negatively affecting service levels or operational metrics.

Agent performance improves, off-phone time for agents dramatically decreases, and – because management no longer needs to staff for off-phone activities such as training, updates and team meetings – 1-3% fewer agents are needed.

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

  • Reduce the number of agents needed per shift.
  • Continually improve agents’ skills, knowledge and performance by providing consistent information to all agents.
  • Certify the adoption of important policies, procedures and programs.
  • Improve handle times, call quality and First Call Resolution.
  • Optimize sales opportunities and improve collections effectiveness.
  • Reduce training time and cost using RightTime™ to optimize idle time.