Call Center Solutions

It takes two things to create a contact center that runs efficiently and delivers an excellent customer experience:

• The right people
• The right technology

 Despite having the best of both, even the most well-run contact centers will experience unexpected downtime where agents are not interacting with customers. That’s where Knowlagent comes in. Knowlagent’s RightTime call center solution improves your agents’ efficiency by optimizing your workforce by reducing shrinkage attributed to off-phone activities– such as administrative tasks, review of key updates and policies, one-on-one coaching, ongoing training and more– at the same time improving the call center metrics – FCR, ASA, AHT – that matter most to you.
 
Introducing Active Wait Time
How contact center management manages shrinkage activities can make a significant impact on the bottom line. Pulling call center agents off the phone for small projects or to learn about new policies and procedures is inefficient and requires management to compensate by paying for more agents to be on the floor.
 
Knowlagent improves employee productivity by managing the collective idle time in the call center more efficiently – turning down time into Active Wait Time. Knowlagent helps contact centers create activity queues and find and deliver Active Wait Time.