Agent Productivity Platform Provider Knowlagent Launches CRMXchange Content Series
New series features best practices in call center productivity and shrinkage reduction.
Atlanta, GA, May 21, 2011 --(PR.com)-- Knowlagent, a leading agent productivity solution for the world’s 10 million call center agents, announced the launch of its CRMXchange content series, which will provide leaders with insights to improve call center productivity and reduce shrinkage. In the series, a white paper, bylined article or webinar will be published regularly to help call centers become more effective and efficient by turning idle time into “active wait time.”
“Active wait time is a new concept to the contact center industry, and through CRMXchange, we hope to educate the market on how to transform idle time into productive time, or active wait time, all without compromising service levels,” said Matt McConnell, President and CEO of Knowlagent. “Shrinkage is a big, expensive problem for the industry. By executing active wait, avoidable shrinkage can be reduced by at least two percent—equating to a $600,000 savings for a 1,000-agent organization.”
Knowlagent’s CRMXchange content series recently launched with the first white paper entitled “A To-Do List for the Call Center Agent.” Rather than scheduling agents off the phone to complete shrinkage activities, such as training and knowledgebase reviews, this white paper suggests that contact centers should complete these tasks during customer interaction downtimes to operate more efficiently.
Since the series launch, Knowlagent has also published a bylined article, “Three Myths Standing in the Way of Call Center Productivity,” and a white paper, “Top Shrinkage ‘Offenders.’” Both content pieces focus on defining shrinkage and feature best practices to shrink shrinkage by converting idle time into active wait time.
“Five weeks of vacation time sounds like a dream to most people, but what if that vacation had to be taken one or two minutes at a time at your desk? That’s the equivalent of what agents experience during idle time—the small increments between customer interactions that occur naturally throughout the day,” wrote McConnell in the “Three Myths” article. “While no one would seriously characterize this as a vacation, it demonstrates the magnitude of wasted time that could be productive for your contact center operations if properly utilized.”
In June, Knowlagent will launch an ongoing “Productivity Paper” series through the CRMXchange content series. Focusing on contact center productivity, this series will be dedicated to advancing the active wait opportunity and reducing shrinkage. In addition, the “Productivity Papers” will feature a case study in the health care, telecom or financial services industries that illustrate the power of active wait to improve operational efficiencies and increase profits.
For more information on Knowlagent, visit www.knowlagent.com.
About Knowlagent
Knowlagent provides the only call center software that increases agent utilization by delivering shrinkage activities during idle time. Knowlagent creates active wait time through dynamically delivered sessions for common shrinkage activities between customer interactions. Knowlagent’s solutions are on-demand, easy to use and require no capital expenditures. More than 300,000 agents and managers around the world use Knowlagent’s solutions every day. For more information, call 888-566-9457 or visit us online at www.knowlagent.com.
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“Active wait time is a new concept to the contact center industry, and through CRMXchange, we hope to educate the market on how to transform idle time into productive time, or active wait time, all without compromising service levels,” said Matt McConnell, President and CEO of Knowlagent. “Shrinkage is a big, expensive problem for the industry. By executing active wait, avoidable shrinkage can be reduced by at least two percent—equating to a $600,000 savings for a 1,000-agent organization.”
Knowlagent’s CRMXchange content series recently launched with the first white paper entitled “A To-Do List for the Call Center Agent.” Rather than scheduling agents off the phone to complete shrinkage activities, such as training and knowledgebase reviews, this white paper suggests that contact centers should complete these tasks during customer interaction downtimes to operate more efficiently.
Since the series launch, Knowlagent has also published a bylined article, “Three Myths Standing in the Way of Call Center Productivity,” and a white paper, “Top Shrinkage ‘Offenders.’” Both content pieces focus on defining shrinkage and feature best practices to shrink shrinkage by converting idle time into active wait time.
“Five weeks of vacation time sounds like a dream to most people, but what if that vacation had to be taken one or two minutes at a time at your desk? That’s the equivalent of what agents experience during idle time—the small increments between customer interactions that occur naturally throughout the day,” wrote McConnell in the “Three Myths” article. “While no one would seriously characterize this as a vacation, it demonstrates the magnitude of wasted time that could be productive for your contact center operations if properly utilized.”
In June, Knowlagent will launch an ongoing “Productivity Paper” series through the CRMXchange content series. Focusing on contact center productivity, this series will be dedicated to advancing the active wait opportunity and reducing shrinkage. In addition, the “Productivity Papers” will feature a case study in the health care, telecom or financial services industries that illustrate the power of active wait to improve operational efficiencies and increase profits.
For more information on Knowlagent, visit www.knowlagent.com.
About Knowlagent
Knowlagent provides the only call center software that increases agent utilization by delivering shrinkage activities during idle time. Knowlagent creates active wait time through dynamically delivered sessions for common shrinkage activities between customer interactions. Knowlagent’s solutions are on-demand, easy to use and require no capital expenditures. More than 300,000 agents and managers around the world use Knowlagent’s solutions every day. For more information, call 888-566-9457 or visit us online at www.knowlagent.com.
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Knowlagent
Lee Anne Wimberly
888-566-9457
www.knowlagent.com
Lee Anne Wimberly
888-566-9457
www.knowlagent.com
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