President and CEO of Knowlagent, Matt McConnell, will speak at Interactive Intelligence’s (News - Alert) Interactions 2011 Conference about ways to improve agent productivity. Knowlagent provides call center operations solutions and will exhibit at the International Avaya (News - Alert) Users Group (IAUG) Global Conference, displaying the benefits of active wait time.

“Call centers are under constant pressure to increase efficiency and effectiveness,” McConnell stated. “Industry conferences give us the opportunity to understand some of the specific challenges practitioners are having and share how turning idle time into active wait time can address some of those issues.”

In his session, “Why 10 Percent of Agents’ Days Are Wasted and What to Do About It,” McConnell will discuss ways to overcome the three common mistakes that prevent call centers from increasing efficiency, and will highlight new possibilities that can help to drastically improve agent productivity. As part of the “Contact Center Business” track, this presentation will occur at the Indianapolis Marriott Downtown on May 24, 2011 from 1:15 p.m. to 2 p.m., a press release revealed.

From May 22 to May 26, Knowlagent will present at the IAUG Global Conference as an exhibitor at booth #907, where the benefits of active wait will be a popular topic.

Earlier this month, Knowlagent exhibited at the Merced Systems (News - Alert) Customer Summit at the Loews Coronado Bay Resort in San Diego, Calif. Knowlagent was an event sponsor and participated in the Partner Pavilion Showcase and Reception. The Merced Systems Customer Summit is an event where industry leaders can all came together to share best practices and successful strategies when trying to align sales and service organizations to meet overall business goals.