Call Center Scheduling Featured Article
Knowlagent Partners with Datapoint to Improve Agent Productivity Through Call Center Scheduling
Knowlagent, a provider of call center software that increases agent utilization through automated intraday management and dynamic delivery of coaching, training, communications, and other off-phone, shrinkage activities during idle time, partnered with Datapoint, a specialist in enterprise and call center communications infrastructure and applications.
This partnership, as indicated, is aimed to assist European-based contact centers in eliminating agent idle time to help improve agent productivity and customer satisfaction. Through this partnership, Datapoint will promote and market Knowlagent’s intraday management solution, RightTime, in conjunction with its contact center optimization solution set.
Call center operations need to better allocate small increments of time for important communications. Knowlagent’s RightTime is claimed as a productivity platform, which creates an activity queue to provide agents with necessary off-phone activities through a personalized, prioritized to-do list. It works with automatic call distributors and workforce management solutions to aggregate wait time intervals into larger blocks of time, which frees up a smaller group of agents to complete off-phone work, including training, coaching and after-call work.
“While an agent’s primary function is to assist customers in resolving issues, they also need time for training, coaching and education to ensure they deliver exceptional customer service,” Matt McConnell, president and chief executive officer for Knowlagent said in a press release.
“This partnership eliminates the struggle many managers face of finding time for agent training while maintaining service levels. By taking the best of what Datapoint has to offer and combining it with RightTime, we’re able to deliver higher value to the contact center and the business,” McConnell added.
RightTime integrates with Datapoint’s CONTACT-OPTIMISATION solutions by helping contact center managers better manage resources during variable contact volumes, complementing Datapoint’s tools that measure the performance of technologies, applications, teams, agents and other resources across the contact center.
“Contact center managers are always looking for ways to improve efficiencies, drive down costs and yet maintain service levels. We believe that Knowlagent and Datapoint are offering managers a solution that does just that,” Jim Close, managing director at Datapoint UK said in a statement.
Back in 2011, TMCnet remarked on Knowlagent’s RightTime as a platform that enables the center to optimize operational efficiencies, while also ensuring all agents remain continuously updated on important internal communications.
Edited by Amanda Ciccatelli