Call Center Management Feature Article
December 03, 2012
Afni Picks Knowlagent's Call Center Management Technology to Reduce Agent Idle Time
By Rajani Baburajan, TMCnet Contributor
Knowlagent is known for RightTime call center management solution. RightTime is designed to increase agent productivity and performance by delivering off-phone activities during agent idle time. Since they are delivered on demand, customers can get significant capex savings.
RightTime is garnering wider support from the contact center industry. In a recent announcement the company said Afni, a global contact center provider, selected the RightTime call center management solution to improve the productivity of its operations centers.
"Our customers are increasingly creative in their approach to adding new levels of efficiency to their call center; they use RightTime for back-office work, administrative work, delivering breaks as well as communications, coaching and training," said Matt McConnell, Knowlagent's chief executive officer, in a statement.
"We are thrilled to partner with Afni - their dedication to provide innovative contact center solutions is the essential element that helps improve agent performance and further drives their initiatives for providing an exceptional customer experience," McConnell added.
RightTime technology helps BPOs meet the ongoing challenge of efficiently deploying critical information, agent development activities and other work-related tasks to agents. The call center management solution has improved agent efficiency at Afni by giving them the ability to deploy a variety of activities directly to agent desktops without negatively impacting service levels.
RightTime helps the call center leverage aggregated idle time to push off phone activities like client communications and targeted training to agents. This allows agents to be productive during idle times and gives them the knowledge and skills needed to properly represent their clients' brands.
Afni employs thousands of agents worldwide to support a wide range of industries, products and customer channels.
"We have a commitment to help our clients create exceptional customer relationships. RightTime allows us to deliver any activity that would take agents off the phone," said Kim Frantz, vice president of operations at Afni, in a statement. "We're starting off by providing essential client communication updates and training sessions, and plan to expand our use of RightTime to other activities to further improve agent efficiency and performance."
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Edited by Amanda Ciccatelli