Atlanta, GA.-based Knowlagent is actively engaged in optimizing call center operations by improving the productivity of call center agents and eliminating idle time that typically takes place throughout an agent’s day.  

The company recently revealed that John Wolf, chief marketing officer for Knowlagent,  will be the keynote speaker at this year’s Society for Workforce Planning Professionals (SWPP) annual conference entitled, “The Summit for Workforce Management Excellence.”

"Workforce planning professionals continue to face obstacles that impact both efficiency and scheduling," Wolf said in a statement. “Requirements to manage a multi-sourced workforce while balancing the growing demand for personal service often leave WFM professionals feeling that there's not enough time to fulfill requests that help improve agent performance demands, such as training or communications.”

Knowlagent's call center productivity platform RightTime helps call center agents better utilize the idle time between calls through completing tasks that are assigned to them via an activity queue that is customized based on individual business objectives and agent development needs. The process of creating Active Wait Time through dynamically delivered sessions for common shrinkage activities between customer interactions also helps increase the bottom line of call centers.

“Together with WFM solutions and intra-day scheduling with RightTime, WFM professionals can find the time needed to increase productivity, improve workforce performance and the overall customer experience," Wolf added.

Knowlagent is a platinum sponsor of the confernce, currently taking place until March 9^th at the Opryland Hotel in Nashville, Tenn. The event offers educational sessions and discussions on topics related to optimizing call center operations. Experts from both the call center and workforce management fields will chair more than 60 different sessions held during this not-to-miss three-day event.

Derek Lanham, executive director strategic sales for Knowlagent, recently presented at the At Home Customer Contact 2012 Remote Agent Summit in Texas. In his presentation, Lanham discussed the challenges faced within remote call center operations and offered solutions for improving productivity and performance when working with remote agents.