Call Center Scheduling Feature Article
October 24, 2012
Focus Services Selects RightTime to Improve Call Center Agent Scheduling
By Amanda Ciccatelli, TMCnet Web Editor
Call center agents that spend most of their time e-mailing, instant messaging and online shopping are hurting your center’s scheduling adherence. But, with the right call center scheduling software in place, you can more effectively monitor these agents to make sure they are doing their jobs.
RightTime, an intraday management solution for call center agents, was recently selected by Focus Services, a call center service provider that specializes in multi-product telesales and customer relationship management. Knowlagent’s RightTime technology increases agent productivity and performance by delivering off-phone activities during agent idle time.
Focus Services is using RightTime to transform agent idle time into a resource used for delivering training, coaching, communications, and other scheduling and performance improvement activities to 1,500 agents across all locations.
"Our goal is to drive customer loyalty and strong revenue streams for our customers," said John Porter, CEO of Focus Services. "Knowlagent's RightTime technology is a key component for helping us add a new level of efficiency to preparing our agents to deliver high-value customer interactions."
Focus Services will integrate Knowlagent's RightTime technology with ClearView, a cloud-based performance management tool, to provide real-time tailored solutions to address agent improvement goals. ClearView combines robust performance management dashboards, powerful quality monitoring tools and effective workforce management schedules in one interface.
"Focus Services is known for providing world class customer service to its customers and their respective clientele," said Matt McConnell, chief executive officer for Knowlagent. "The combination of RightTime and ClearView allows the company to diagnose and improve agent performance variances in real-time to drive the metrics that matter to its clients."
Knowlagent's technology allows business process outsourcers to meet the challenge of efficiently communicating information to agents in order to provide high quality customer service. RightTime's integration with ClearView provides the ability to deploy essential information tailored for agents based on real-time performance without negatively impacting service levels or adding headcount costs.
Edited by Allison Boccamazzo