Call Center Management Featured Article
The Christian Broadcasting Network Improves Call Center Management with Knowlagent's RightTime Solution
Call center management solutions provider Knowlagent recently revealed that The Christian Broadcasting Network (CBN) has selected its RightTime technology to improve the efficiency of its prayer center operations.
RightTime, an on-demand call center management solution, increases agent productivity and performance by allowing the delivery of off-phone activities during agent idle time. CBN uses RightTime to disseminate priority communications, training and coaching to its agents to ensure the non-profit organization makes the most out of the resources available.
“For CBN, sending out communication updates to their agents’ desktops during active wait time was similar to finding the missing piece of the puzzle for optimizing their prayer center operations,” said Matt McConnell, chief executive officer for Knowlagent. “The team at Knowlagent is excited to help CBN find more avenues for advancing the performance and productivity of the prayer center.”
With Knowlagent’s RightTime technology, CBN is able to optimize call center operations, and by utilizing the intraday call center management solution, CBN accommodates urgent communications without sacrificing their service levels. They also find time to deliver the training or coaching needed to improve the efficiency of agents.
Furthermore, RightTime relieves trainers from tasks such as training coordination and logistics so they can focus on core competencies, such as generating content for training modules. Also enabling workforce management groups to disseminate information during active wait time, RightTime eliminates the inconvenience of taking agents off the phone and compromising service levels.
“We need to be good stewards of every single resource that comes our way, which includes our people, our time and our monetary resources. RightTime is a tool that helps us be more efficient and balance our priorities in a much better way,” explains Tracy Swager, director of Christian Broadcasting Network’s Prayer Center, in a statement.
“We have such flexibility in the way we set the ACD rules that we can learn, make adjustments and have training delivered when we need it delivered,” Swager added. “We can focus on the core functions of training and coaching; our workforce management team is relieved of the stress from trying to pull everyone off the phones for critical communications, and our agents love it.”
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Edited by Allison Boccamazzo