Knowlagent, a call center operations solution provider, has just begun the CRMXchange content series, which will offer leaders multiple insights regarding how to improve call center productivity and reduce shrinkage.

As part of this new series, either a white paper, bylined article or webinar will be published on a regular basis, in order to help call centers become more effective and efficient by turning idle time into “active wait time,” a press release stated. 

“Active wait time is a new concept to the contact center industry, and through CRMXchange, we hope to educate the market on how to transform idle time into productive time, or active wait time, all without compromising service levels,” said Matt McConnell, president and CEO of Knowlagent. “Shrinkage is a big, expensive problem for the industry. By executing active wait, avoidable shrinkage can be reduced by at least two percent—equating to a $600,000 savings for a 1,000-agent organization.” 

The first white paper of this series called “A To-Do List for the Call Center Agent,” discussed how instead of scheduling agents who are not currently on the phone to complete shrinkage activities, such as training and knowledgebase reviews, that contact centers instead complete these tasks during customer interaction downtimes to operate more efficiently. To download the white paper, click here.

Since the series started, Knowlagent has also published a bylined article, “Three Myths Standing in the Way of Call Center Productivity,” and a white paper, “Top Shrinkage ‘Offenders.’” Both articles focus on what shrinkage actually is and the best practices to shrink shrinkage, which is done through transforming idle time into active wait time.   

In June, Knowlagent will begin sponsoring an ongoing “Productivity Paper” series through the CRMXchange content series. Focusing on all areas surrounding contact center productivity, this series will be detailing the active wait opportunity and how to greatly reduce shrinkage. The “Productivity Papers” will also feature a case study in the health care, telecom or financial services industries that clearly show how active wait can improve operational efficiencies and increase profits.