Call center workforce management solutions provider, Knowlagent is announcing a new partnership with NexxPhase, a cloud-based contact center outsourcer. The two companies have partnered to help improve agent productivity and customer satisfaction by reducing agent idle time. The partnership allows NexxPhase to promote and market Knowlagent's intraday management solution, RightTime, in conjunction with its full-service multichannel contact centers, said the two companies.
The goal of the agreement is to create a solution that helps cut down the time agents spend waiting between calls. While this figure usually averages only two or three minutes, spread out over the day it can lead to a loss that is measured in hours each week (about 49 minutes a day, or more than four hours in a typical work week). This lost time often costs call centers money and productivity that could be put to better use.
To address this inefficiency, Knowlagent’s RightTime is now integrated with NexxPhase’s call center technologies to better optimize agent idle time by aggregating wait time intervals into bigger blocks of usable time. This frees up a select group of agents to complete off-phone work, including communications, training and coaching while the other groups of agents are taking customer calls. RightTime can be integrated with automatic call distributors (ACDs) and workforce management tools to redistribute wait time intervals so that agents have an appropriate amount of time to complete prioritized activities without having to hard schedule them. The result is improved agent productivity and performance.
“We want to ensure that companies and call centers of any size can benefit from the operational efficiencies RightTime provides by taking advantage of what used to be unproductive idle time,” said Craig Mento, president and CEO of NexxPhase in a press release.
“This is a further democratization of technology. Customers of all sizes can now take advantage of the most advanced technology, all pre-integrated and priced as part of our per-minute best-of-breed bundle,” he added.
Knowlagent's president and CEO Matt McConnell said it's about improving the customer experience.
“Better trained agents produce better customer outcomes that ultimately shape the customer's experience with an organization. However, training and other professional development activities are so often de-prioritized because of a perceived lack of time,” said McConnell. “This partnership allows NexxPhase's customers to put agent training and development back on top of their list of priorities without compromising service levels.”
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Edited by Brooke Neuman