Knowlagent and DMG Consulting Pinpoint Benefits of Real-Time Work Allocation Solutions for Call Centers
Apr 12, 2012 (Close-Up Media via COMTEX) --
Knowlagent and DMG Consulting published two whitepapers and two corresponding podcasts that demonstrate how call centers can improve enterprise performance and profitability by maximizing agent idle time, it was announced.
According to a release, 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 downtime.
Although call centers are very well managed, idle time cannot be completely avoided, but it can be better utilized. The whitepapers and podcasts, "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 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. "Real-Time work allocation solutions deliver work to agents during unplanned downtime, enabling them to use this idle time productively."
Knowlagent provides call center software that that helps increase agent utilization by delivering shrinkage activities during idle time.
DMG Consulting is a provider of contact center and analysis research, market analysis and consulting services
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