It’s Not Just For Call Center Training Anymore


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In the world of call centers, a certain amount of shrinkage is expected.

In every center, there will be some time each week when agents will sit idle and off the phones due to research, training, coaching, meetings or call reviews. It’s just the cost of doing business.

Knowlagent users already minimize idle time by sending training and coaching to agents during unscheduled downtimes in call volume, but what if you could find even more time? What if you could move more of these shrinkage activities to times when agents are sitting idle, anyway?

Now you can.

Move off-phone activities out of idle wait time to reduce shrinkage

Knowlagent is the best in the world at finding time for agents to complete off-phone work while they sit idle, waiting for the next call. Now, with our newest software release – Knowlagent v8.5 – we make it even easier for you to find more time to deliver critical information to your agents both inside, and outside of the Knowlagent system.

Activities in any system can now be pushed to agents during downtimes in call volume through Knowlagent’s RightTime™ engine. When a pocket of time is identified, a session prompt is sent, directing agents to the corresponding system to complete the assigned task.

Activities can include anything from completing training or coaching sessions in Knowlagent to conducting call research, reviewing Knowledge Base articles, completing call reviews, attending classroom training, or even reviewing current performance against metrics. There is virtually no limit to what agents can be asked to complete during this wait time between calls.

For more insight on shrinkage in the call center, review these recent survey results.

Republished with author's permission from original post.

Shannon Cherry
Marketing Coordinator for Knowlagent Call Center Management Solutions. Responsible for developing advertising campaigns, webinars, white papers, landing pages, press releases, case studies and various sales tools.


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