Call Center Scheduling Featured Article
Knowlagent and NexxPhase Improve Agent Productivity with Call Center Scheduling Software
On average, the amount of time that contact center agents wait in between customer calls is two to three minutes. However, when that time is added up throughout the day, research has indicated that call center agents can spend 49 minutes of their day idle, waiting for a call.
Knowlagent, provider of call center agent intraday management solutions, and NexxPhase, a cloud-based contact center outsourcer, have joined together in order to help improve agent productivity and customer satisfaction by reducing agent idle time. This partnership allows NexxPhase to promote Knowlagent’s intraday management solution, RightTime, in conjunction with its full-service multichannel contact centers.
“Better trained agents produce better customer outcomes that ultimately shape the customer’s experience with an organization. However, training and other professional development activities are so often deprioritized because of a perceived lack of time,” said Matt McConnell, president and chief executive officer for Knowlagent.
Knowlagent’s RightTime call center scheduling software increases agent productivity by making idle time useful, enabling agents to work on prioritized activity queues such as training, communication and other off-phone activities. RightTime integrates with automatic call distributors (ACD) and workforce management tools to redistribute wait time intervals for agents to have an appropriate amount of time to complete prioritized activities without having to schedule them.
“This partnership allows NexxPhase’s customers to put agent training and development back on top of their list of priorities without compromising service levels,” said McConnell.
Knowlagent’s RightTime integrates with NexxPhase’s call center technologies to optimize agent idle time by aggregating wait time intervals into larger blocks of productive time. This ultimately frees up some agents to complete off-phone work including communications, training and coaching while the other agents are taking customer calls.
“We want to ensure that companies and call centers of any size can benefit from the operational efficiencies RightTime provides by taking advantage of what used to be unproductive idle time,” said Craig Mento, president and chief executive officer at NexxPhase. “This is a further democratization of technology. Customers of all sizes can now take advantage of the most advanced technology, all pre-integrated and priced as part of our per-minute best-of-breed bundle.”
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Edited by Allison Boccamazzo