|[April 09, 2012]
Knowlagent and DMG Consulting Pinpoint Benefits of Real-Time Work Allocation Solutions for Call Centers
ATLANTA --(Business Wire)--
the leading agent productivity solution for the world's 10 million call
center agents, and DMG
Consulting LLC, the leading provider of contact center analytics
research, market analysis and consulting services published two
whitepapers and two corresponding podcasts that demonstrate how call
centers can improve enterprise performance and profitability by
maximizing agent idle time. Both the whitepapers and podcasts identify
real-time work allocation solutions as a tool that enables dramatic
improvements in service delivery while simultaneously reducing agent
Although call centers are very well managed, idle time cannot be
completely avoided, but it can be better utilized. The whitepapers
"Using Agent Idle Time to Improve Enterprise Performance and
Profitability" and "The Power of Real-Time Delivery: Using Agent Idle
Time to Improve Service," demonstrate how new technology can identify
agent downtime and assign non-call-related activities to agents who are
not taking calls, while also keeping track of progress. This
significantly maximizes productivity within the call center and improves
employee satisfaction rates by keeping agents active and productive
"We found that we can significantly impact several key call center
metrics by deploying off-phone work during idle time while improving the
agent experience," said Matt McConnell, Knowlagent CEO. "Using agent
idle time to deliver activities such as training and important
job-related communications, you can boost the overall productivity and
quality of your agents' interaction. Not only will a call center manager
see increased agent performance, but more importantly they will see
improved customer experience."
The benefits of real-time work allocation solutions do more than just
reduce agent idle time. With more efficient agents, call centers can
expect to see lower operating, training and turnover costs, as well as
enhanced customer experiences. Additionally, call center managers have
access to real-time information in order to make better decisions, while
agents experience a higher job satisfaction rate.
"Reversing a 30-year trend, call centers are becoming the new back
office and vice versa - the mid-office. Call center agents are well
positioned to handle a variety of back office tasks due to their
extensive training and the knowledge they gain from interacting with
customers," said Donna Fluss, president of DMG Consulting LLC.
"Real-Time work allocation solutions deliver work to agents during
unplanned downtime, enabling them to use this idle time productively."
Visit Knowlagent for more information to read the whitepapers
and listen to the podcasts.
To view a social media version of this release, visit here.
Knowlagent provides the only call center software that increases agent
utilization by delivering shrinkage activities during idle time.
Knowlagent creates active wait time through dynamically delivered
sessions for common shrinkage activities between customer interactions.
Knowlagent's solutions are on-demand, easy to use and require no capital
expenditures. More than 300,000 agents and managers around the world use
Knowlagent's solutions every day. For more information, call
888-566-9457 or visit us online at www.knowlagent.com.
About DMG Consulting LLC
DMG Consulting is the leading provider of contact center and analysis
research, market analysis and consulting services. DMG's mission is to
help end users build world-class, differentiated contact centers and
assist vendors in developing high-value solutions for the market. DMG
devotes more than 10,000 hours annually to researching various segments
of the contact center market, including vendors, solutions,
technologies, best practices, and the benefits and ROI for end users.
DMG is an independent firm that provides information and consulting
services to contact center management, the financial and investment
community, and vendors in the market. More information about DMG
Consulting can be found at www.dmgconsult.com.
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