Call Center Operations

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March 29, 2011

Knowlagent Launches Call Center Operations Channel on TMCnet

By Jamie Epstein, TMCnet Web Editor


(Norwalk, CONN. – 3/28/11) Technology Marketing Corporation (TMC (News - Alert)), a global, integrated media company, today announced that the Call Center Operations channel, sponsored by Knowlagent, has been launched as the newest addition to the TMCnet channel program. 

The Call Center Operations channel promotes an array of solutions available from Knowlagent. In addition, visitors can find valuable resources such as product guides, testimonials, feature articles and industry news.

The Call Center Operations channel can be found at:

http://www.tmcnet.com/channels/call-center-operations/

TMCnet’s channels are micro-targeted information portals where readers can find topic-specific news, articles, feature stories and product reviews. TMCnet has over 100 channels covering important topics in the IP Communications, VoIP, IP Telephony, CRM, Call Center and Information Technology industries. 

Knowlagent  is pleased to join forces with TMC, the leader of communications and technology media,” said Matt McConnell, Knowlagent’s CEO.“Leveraging TMCnet’s credibility and expertise in driving traffic will reinforce our branding and further distinguish Knowlagent as a leading call center operations service provider.”

Knowlagent improves call center agent productivity by managing the collective idle time in the call center more efficiently. Real-time integration with Automated Call Distribution (ACD) system allows Knowlagent to monitor call volume and service levels to find and separate out idle time to deploy activities that take agents off the phone and subsequently contribute to shrinkage.

Agents typically spend 12 percent of their day off the phone completing tasks such as: communications, review of key updates and policies, one-on-one coaching, ongoing training and more. Finding better ways to manage the time agents spend completing shrinkage activities is essential, as this can make a large impact on the bottom line.

Knowlagent can shift shrinkage activities that would normally be scheduled as off-phone tasks to be completed during idle time - when agents are sitting at their desks, waiting for the next call. Employee productivity improves; idle time is transformed into Active Wait Time for agents – all without compromising service levels, because Knowlagent dynamically responds to real-time call volume to end these tasks if volume increases.

“TMCnet welcomes Knowlagent’s Call Center Operations channel into our program,” stated Dave Rodriguez (News - Alert), TMC president. “Knowlagent is a well-respected call center SaaS provider  that shares our vision in the advancement of new technologies. Our channel program is a community-building vehicle assisting our partners in building their brand, while contributing to the vast array of valuable content which drives traffic to TMCnet, the most-visited communications and technology Web site in the world.”

TMCnet is the leading Web site for communications and technology professionals. TMCnet has nearly two million unique visitors and over 40 million page views each month, according to Webtrends.

For information on TMCnet’s channels program, please contact Anna Ritchie at 203.852.6800 ext.107 or aritchie@tmcnet.com.

About TMC

Technology Marketing Corporation (TMC) is a global, integrated media company helping our clients build communities in print, in person and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and NGN magazines. TMCnet, TMC's Web site, is the leading source of news and articles for the communications and technology industries. TMCnet is read by two million unique visitors each month on average worldwide, according to Webtrends. TMCnet has ranked within the top 3,500 in Quantcast's (News - Alert) Top U.S. sites, placing TMCnet in the nation’s top .03% most visited Web sites. In addition, TMC produces ITEXPO; Social CRM Expo;  4GWE Conference and M2M Evolution (in conjunction with Crossfire Media); Digium|Asterisk World (in conjunction with Digium (News - Alert)); and Smart Grid Summit (in conjunction with Intelligent Communication Partners). TMC serves other communications market segments with the Cloud Communications Summit (in conjunction with Light and Electric); CVx ChannelVision Expo (in conjunction with Beka Publishing); and MSPWorld™ (in conjunction with the MSP Alliance (News - Alert)).

TMC also serves technology professionals with industry-specific Web sites: InfoTech Spotlight, 4GWE, M2M Evolution.com, Smart-Grid.TMCnet.com, Smart Products Ecosystem, Robotics.TMCnet.com, Cable.TMCnet.com, Satellite Spotlight, Green.TMCnet.com, Healthcare.TMCnet.com, Business Video, Finance.TMC.com, Legal.TMC.com and Education.TMCnet.com

For more information about TMC, visit www.tmcnet.com.

About Knowlagent

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. Over 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.

TMC Contact:Jamie Epstein, Channel Editor

TMCnetTel: 203-852-6800 *158Fax: 203-853-2845jepstein@tmcnet.com

www.tmcnet.com

(Company) Contact:
Name: Melissa Spies
Tel: 888-566-9457
Email: mspies@knowlagent.com
Website: www.knowlagent.com


Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Janice McDuffee




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