Knowlagent’s call center management software has for years offered comapnies with effective ways to manage staffs talent and train new employees on the basics of the job. Their RightTime technology will only train when there is sufficient downtime between calls and knows to suspend the learning process when the phone queues begin to fill again. Knowlagent’s talent management software solutions are deployed at over 200,000 agents and managers around the world every day.

Earlier this year Knowlagent technology was instituted at Sprint Nextel’s (News - Alert) main call center to train customer service representatives. Knowlagent released a case study this week offering a look at the success of its adoption at Sprint.

According to the study, “The launch of Knowlagent’s training product to Sprint’s global workforce is one of the largest installations of on-demand talent management technology in the call center to date. Since January 2010, Sprint agents and supervisors have completed thousands of hours of training. Agent productivity has dramatically improved, as well as critical measurements such as First Call Resolution and overall customer satisfaction.”

RightTime was not a replacement for the in person tutoring that Sprint call center reps were already received but rather it was designed to report agent idle time and push out training sessions about Sprint’s new policies, programs and procedure for when they would be most pertinent. The program would also alert representatives of any new training programs they may need to complete via pop-up.

Bob Johnson, Sprint’s chief service officer mirrored this sentiment when he said early this year, “We know based on both external and internal surveys, as well as direct feedback from our customers that our agents continue to get better in areas that are critical to our business, such as first call resolution and customer satisfaction.”

The continued benefits that have come from Knowlagent’s ACD system serve as a testament to anyone who’s considering using this technology in a contact center setting. Coupling Knowlagent’s software with live training is a great way to improve call center performance and customer satisfaction.

Chris DiMarco is a Web Editor for TMCnet. He holds a master�s degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of Chris� articles, please visit his columnist page.

Edited by Chris DiMarco