Knowlagent announced today that it has reengineered its flagship solution – Knowlagent r8 – into four new, individual offerings. As a result, the company is providing its customers with an easier, faster way to solve their immediate call center needs.


Rusty Gordon, chief executive officer of Knowlagent, commented that it is an irrefutable fact that the call center industry is a sea of change, but the one constant that Knowlagent customer can always count on is that Knowlagent is driving value in their business operations every day.

Gordon continued that introducing Knowlagent Solutions is one more step in cementing customer relationships as it not only makes it easier for customers to work with Knowlagent, but it also will help them address their problems in a more timely manner.

Knowlagent understands the demand that call center executives face to reduce operating costs while also maintaining service while adding value to the business. In order to add “value”, these executives are often seeking improving agent productivity, increasing revenue and reducing attrition. Each of these is addressed by one or more of the Knowlagent Solutions.

Customers are provided the same patented technologies, processes and best practices in the new solutions as r8 and it also directly delivers measurable results with less hassle to solve the most common frontline problems. By being unobtrusive, Knowlagent Solutions do not impact operational metrics as personalized real-time content is delivered to the agent during downtimes.

Knowlagent Solutions includes:

--Knowlagent Job Match, which is positioned as delivering immediate improvements in attrition and productivity by providing companies with the right individuals from the start and placing them in areas where they will be the most effective and productive.

--Knowlagent Initial Training, which is designed to reduce time and costs in training in the call center through proven processes, content and realistic simulations and testing that will ensure higher productivity from new agents.

--Knowlagent Continuing Training and Communications, which is intended to improve agent performance by finding time for ongoing training and communication without taking agents off the frontline.

--Knowlagent Coaching and Performance Management, which provides the necessary tools, processes, skills and measurements to effectively coach and change agent behavior while allowing management to measure the impact of coaching activities.

Gordon commented that Knowlagent Solutions is the missing link between business process optimization (BPO) and ROI. It is the implementation of these processes that can make all the difference and Knowlagent solves this problem by executing proven people-related business processes where it counts – on the frontline.

Call center executives spend a lot of time and resources on technology solutions that enable the call center to be more productive. While these solutions can give agents better tools to perform their jobs and thus satisfy the customer, many fall short of providing the agent what they need in order to achieve job satisfaction.

The role of the agent in the call center is vital to the call center’s productivity and success. Failing to provide these individuals with the proper training and coaching solutions is a disservice to the employees as well as customers as service levels will suffer. Right-matching individuals to their jobs is also essential as all the training available cannot change a personality.

What’s the number one VoIP conference in terms of attendance? What’s the leading VoIP expo for exhibitors in terms of lead generation? And which VoIP industry event will feature special attractions for service providers, resellers, and the enterprise and SMB market as well as an overview on the Future of IP Telephony? Answer: INTERNET TELEPHONY Conference & Expo, WEST, which runs October 10-13, 2006. See you in San Diego!

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Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.