Knowlagent, a provider of productivity solutions for call center operations, recently launched its Productivity Plus campaign, which is designed to educate companies on ways to increase productivity and agent’s on-the-job performance while building customer loyalty.

As part of this campaign, the company also announced a Productivity Plus Panel that includes three call center industry experts. The panel provides contact center leaders with real-world tips and best practices to improve call center operations and increase key business metrics such as first call resolution, and maintain a culture of excellence in their contact centers, a press release revealed.

 The panel consists of Jeanne Bliss, who was the chief customer officer leading customer focus groups at Lands End, Microsoft (News - Alert), Allstate, Mazda and Coldwell Banker Corporations. Her company, Customer Bliss, helps leaders and their companies, such as AAA, Ameritrade, Costco, Yahoo and Zappos, create an actionable path for driving the customer loyalty commitment into business operations.

Bliss is the author of two best-selling books, “I Love You More Than My Dog,” which presents best practices for companies to move from an “everyday” company to a “beloved” company; and “Chief Customer Officer,” which is the roadmap purchased and followed by more than 60 percent of all newly minted customer leaders.

David Butler (News - Alert), another call center operations expert, is the director of the Contact Center Lab at the University of Southern Mississippi and executive director of the National Association of Call Centers. Butler is also the author of the book “Bottom-Line Call Center Management”, which addresses key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal.

Greg Levin, the third member in the panel, is the author of “Full Contact: Contact Center Practices and Strategies that Make an Impact”. The Founder and Principal of Off Center, Levin has written hundreds of feature articles, case studies, blog posts and research reports on contact center best practices, trends and challenges. Off Center provides a variety of resources to educate, inspire and entertain contact center professionals.

“In the contact center environment ‘where time is money,’ the average call center agent spends 16 hours of every month idle,” said Matt McConnell, president and CEO of Knowlagent, in a statement. “That’s a tremendous amount of wasted time that could otherwise be utilized for communications, research, training, and other off-phone work.”

Knowlagent’s panel of experts will deliver online and in-person educational content to contact center leaders through blogs, webinars, roundtables and other channels to present original research, industry best practices and tips for improving agent performance, and the overall call center operations.

With the inclusion of these three thought leaders into the Productivity Plus Panel, the company is able to help bring the learning and advice they’ve accumulated over the years to thousands more corporations, helping even more contact centers achieve their productivity and performance goals, McConnell added.