Call Center Operations

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October 17, 2011

Call Center Operations Provider Knowlagent Launches Productivity Plus Blog

By Meenakshi Shankar, TMCnet Contributor


Knowlagent, a provider of call center operations has just launched its new Productivity Plus blog, aimed at providing call center leaders with tips and techniques for boosting productivity and increasing performance.

The launch of this new blog is a component of Knowlagent's Productivity Plus campaign, which also includes executive roundtables and webinars.

In a press release, Matt McConnell, president and chief executive officer of Knowlagent said, "Contact center managers are looking for ways to improve key business metrics and maintain a culture of excellence in their call centers. The Productivity Plus blog will share industry best practices for achieving these goals, as well as tips for building customer loyalty and reducing costs."

Key industry experts including Jeanne Bliss, David Butler (News - Alert) and Greg Levin will join McConnell to share some of the best practices and their experiences in the blog posts. All four said that they would be sharing knowledge based on their own real world experiences, as well as what they have observed in hundreds of call center environments around the globe.

Typically, these experts will focus on topics that include: corporate culture, specifically how creating a positive work environment can improve customer retention and increase revenues; customer centricity and what companies can do to focus on optimizing the customer experience, including first call resolution and quality monitoring; the new technologies that leading call centers are utilizing such as desktop solutions, customer databases, and social media to improve the customer experience; training and coaching and the tactics successful companies have implemented to improve customer satisfaction and increase return on investments.

The release also spoke about a just completed webinar titled, "A Customer-Centric Approach to First Call Resolution," which was held on October 12, where Greg Levin, the industry expert provided tips that can companies should use in order to achieve first call resolution.

In related news, TMCnet recently reported that American Home Mortgage Servicing Inc. (AHMSI), currently ranked as the country’s 15th biggest mortgage provider, has turned to the RightTime platform, Knowlagent’s call center productivity platform, to easily find and deliver the time needed to digest newly changed rules, policies or procedures and ensure that each agent fully comprehends what they are reading.


Meenakshi Shankar is a TMCnet contributor. To read more of her articles, please visit her columnist page.

Edited by Jamie Epstein




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