Several top leaders from Knowlagent, a leading agent productivity solution for the world’s 10 million call center agents, recently participated in discussions about the ever-growing issues of call center agent productivity and shrinkage at four major industry conferences, including:
• Knowlagent President and CEO Matt McConnell was an invited panelist at the Remote Agent Summit, where he shared his views on developing a successful remote agent deployment process. McConnell specifically addressed virtual learning best practices, prioritizing communications and increasing productivity by reducing shrinkage.
• At an American Teleservices Association (ATA) Convention roundtable, Kevin Kiernan, Knowlagent’s Vice President of Sales, spoke about the amount and make-up of shrinkage in the call center, delving into controllable activities, such as training, communications and coaching for the agents. Kiernan shared the results from a recent benchmarking study on the topic.
• Chief Operations Officer John Wolf participated in a roundtable discussion at the International Customer Management Institute (ICMI) Executive Summit. He focused on methods for increasing call center productivity, including technology that makes use of agent wait time for off-phone activities.
• Executive Director of Strategic Accounts Derek Lanham presented during the Multi-Channel Virtual Conference. Lanham addressed building new skills and managing cultural change among the agent workforce to ensure success when moving to multi-channel customer service. Also, he recommended falling back on best practices such as repetition and varied delivery in addition to utilizing automation to manage the complexity created in this new environment.
“We are always eager to interact with contact center audiences at strategic events, where we can participate in the dialogue around the challenges and solutions these industry leaders are deploying to meet the needs of their customers on the front line,” said McConnell.
In May, the Knowlagent team will partner with Customer Contact Strategies to kick off a four-city workshop series entitled “At-Home Strategies for Success.” The series will cover such topics as at-home cost reductions, building an effective operations plan and opportunities for virtual training and e-learning. The next workshop will be held in Baltimore from May 3-4, 2011.
Knowlagent (knowlagent.com) 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. Over 300,000 agents and managers around the world use Knowlagent’s solutions every day.