Knowlagent, a provider of agent productivity solutions that greatly improve overall call center operations,  has just revealed a new webinar that the company will co-hosting along with Forrester Research (News - Alert).

The webinar, entitled “Taking on the Multi-Channel Call Center: Proven Strategies that Increase Productivity and Drive an Improved Customer Experience,” will take place on Tuesday, June 21, 2011 at 2 p.m. EDT.

After the webinar is complete, call center managers will be armed with the knowledge needed to keep themselves updated on the most current channel developments including social media, while establishing accountability standards that help to build customer loyalty, a press release stated.

Presenters include Knowlagent President and CEO Matt McConnell and Forrester Research Principal Analyst Art Schoeller. According to the release, topics that are scheduled to be highlighted include creating a balanced environment for both effectiveness and efficiency, incorporating social media into the multi-channel call center and taking advantage of time that can be utilized to improve of productivity for these improvements.

“Every time a new customer touch point is introduced, call centers have another opportunity to deliver a better—or worse—customer experience,” said McConnell in a statement. “While measures like First Contact Resolution and Net Promoter Score keep contact centers focused on customer experience, companies also need a way to ensure their agents’ performance keeps customers coming back.” 

This free webinar is the second webinar being offered through Knowlagent’s Productivity Plus series. Featuring an industry expert along with a representative from Knowlagent, each webinar that is part of  the Productivity Plus series will help show call center professionals how they can use technology, best practices and business techniques to increase productivity and profitability.

If you are interested in attending this webinar, you can register here: https://www2.gotomeeting.com/register/890522763.