Recently, Knowlagent, a call center operations provider and DMG Consulting LLC, a provider of contact center analytics research, market analysis and consulting services have jointly published two white papers and two corresponding podcasts.

Both the whitepapers and podcasts will showcase how call centers can improve enterprise performance and profitability by maximizing agent idle time.  And by identifying real-time work allocation solutions as a tool, call centers around the world will be able to significantly reduce agent downtime as well as improve employee satisfaction rates by keeping agents active and productive.

In a press release, Matt McConnell, Knowlagent CEO, said, "We found that we can significantly impact several key call center metrics by deploying off-phone work during idle time while improving the agent experience. Using agent idle time to deliver activities such as training and important job-related communications, you can boost the overall productivity and quality of your agents' interaction. Not only will a call center manager see increased agent performance, but more importantly they will see improved customer experience."

The real-time work allocation solutions make agents more efficient. This, in turn results in call centers expecting to see lower operating, training and turnover costs, as well as enhanced customer experiences.

Additionally, call center managers can leverage this real-time information in order to make better decisions, while agents experience a higher job satisfaction rate.

Donna Fluss, president of DMG Consulting LLC added, "Real-time work allocation solutions deliver work to agents during unplanned downtime, enabling them to use this idle time productively."

In related call center news, Knowlagent revealed it will be sponsoring a vital section of the U.S. Contact Center Decision-Maker's Guide. The performance section of this highly informative guide was written to provide best tips and practices that contact centers can implement to continue to see long term success.