Knowlagent, a company that provides multiple call center operations solutions that can help to dramatically increase agent productivity, will officially launch its Productivity Plus webinar series this month with a webinar title, “Breaking Call Center Rules: Find Time to ‘Wow’ Customers.”

This webinar has been created to show call center managers, executives and operations leaders alike how to identify when increments of time can be utilized to increase the levels of productivity at any call center, while continuing to raise the bar on customer satisfaction.

“After making great improvements in the efficiency of their call centers, many executives are shifting focus on improving first contact resolution or Net Promoter Scores,” explained Matt McConnell, president and CEO of Knowlagent. “At the same time, training, coaching or other activities designed to impact these needed improvements take time and additional resources. This webinar offers new perspectives on these issues and includes insights for meeting the demand to provide superior customer experience without sacrificing efficiencies.” 

The webinar is free of charge and will take place on Thursday, May 26, at 1 p.m. EDT. Before the presentation begins, registrants will be encouraged to participate in a poll conducted by Ventana Research and the results will then be announced during the event.

During the webinar, Richard Snow, vice president of Ventana Research’s Contact Center Performance Management Research Practice, and McConnell, will discuss a variety of topics including: traditional call center operations rules that can be broken or ignored when seeking to improve the customer experience, insights from Ventana Research on agent productivity and other key operational metrics and business practices required to increase productivity while still using the same amount of resources, according to a press release.

Each webinar in Knowlagent’s Productivity Plus series will feature an expert thought leader in the contact center industry that will teach call center professionals how they can integrate technology, best practices and business techniques to increase productivity.

Knowlagent’s second webinar is slated for June 21. Dates for future Productivity Plus events will be announced soon.