Call Center Scheduling Feature Article
September 26, 2012
Knowlagent's RightTime Call Center Solution Improves Prayer Center Scheduling Efficiency
By Madhubanti Rudra, TMCnet Contributor
Knowlagent, a provider of intraday management solutions for contact centers, announced the selection of its RightTime solution by Christian Broadcasting Network (CBN), a global not-for-profit ministry.
Knowlagent’s RightTime Technology has been designed to increase agent productivity and performance by delivering off-phone activities during agent idle time. This on-demand, easy to use solution is being used by more than 375,000 agents and managers around the world.
CBN is going to leverage the RightTime solution to improve the efficiency of its prayer center operations. The solution will help CBN to disseminate priority communications, training and coaching to its agents to ensure the optimized utilization of available resources. Knowlagent’s RightTime technology will enable CBN to optimize operations for its center by deploying activities directly to agents’ desktops during idle time.
In a statement, CBN, an organization that takes pride in its culture of positivity, described how the use of RightTime has had a positive impact on different groups within the organization.With the implementation of RightTime, trainers can now focus on core competencies. Time previously spent on the coordination and logistics required to facilitate classroom training is now dedicated to generating content for training modules to be delivered to agent desktops and developing agents’ expertise.
Using RightTime, the workforce management group was able to achieve increased operational efficiencies. The prayer center is based on a broadcast, so communicating critical information is important. Every agent needs to be quickly informed about what happens during the broadcast. RightTime allows the workforce management group to disseminate this information during active wait time, rather than taking agents off the phone and compromising service levels.
According to CBN, its agents have started to “love” RightTime. The prayer center is busy all day long, so providing agents with a break to complete coaching, communication or training helps add variety to their days. They also appreciate these activities because it helps them excel in their on-the-job performance.
“RightTime helps us be more efficient and balance our priorities in a much better way. We have such flexibility in the way we set the ACD rules that we can learn, make adjustments and have training delivered when we need it delivered. We can focus on the core functions of training and coaching; our workforce management team is relieved of the stress from trying to pull everyone off the phones for critical communications, and our agents love it,” Director of Christian Broadcasting Network’s Prayer Center Tracy Swager, noted in a statement.
Knowlagent recently teamed up with NexxPhase, a cloud-based contact center outsourcer, to help improve agent productivity and customer satisfaction by reducing agent idle time. This partnership allows NexxPhase to promote Knowlagent’s intraday management solution, RightTime, in conjunction with its full-service multichannel contact centers.
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Edited by Amanda Ciccatelli