Call Center Management Software Provider Knowlagent Holds User Advisory Council Meeting

By Susan J. Campbell, TMCnet Contributing Editor

A company that works directly with its customers to facilitate the development of solutions that meet the needs of customers is likely to be successful in its efforts. This is a common goal for Knowlagent, a call center management software provider. The company recently announced plans to hold its third quarter User Advisory Council meeting.

The purpose of the User Advisory Council is to drive that effective communication between the company and its customers for the planning, development and release of new products and features available in its call center solutions. Customers are invited to participate in the mutually beneficial event that takes place four times a year.

The User Advisory Council meeting will feature presentations from two Knowlagent customers, as well as members from the company’s product management team. In addition, council members will hear about a large customer’s experience with Knowlagent’s RightTime technology, a proven call center management software solution.

This organization has been able to leverage idle time as the perfect opportunity to push out training sessions and company communications. When agents need to take a training course, they receive a pop-up window on their computer that directs them to complete the assigned training. The goal of such efforts is to ensure agents always have access to the necessary training to improve job performance.

Those members of the council participating in this event are expected to receive a variety of benefits from their participation, including insight and influence into the product roadmap and upcoming call center management software releases from Knowlagent.

The forum will also address best practices by facilitating sharing and networking opportunities among its participants. All meetings will be facilitated as in person conferences at the Knowlagent headquarters as well as virtual conferences, making use of the latest innovations in presence technologies.

Knowlagent specializes in delivering talent management and call center management software developed specifically to meet the unique training, coaching and hiring needs of call center agents. The company’s solution automates traditional call center management processes, enabling the call center to hire the right agents and improve performance throughout training and communications.

The company grabbed headlines earlier this year when it announced a partnership with Sprint (News - Alert) Nextel.  By deploying RightTime, Sprint ensures that agents always have access to the training they need to continue improving interactions with Sprint customers.

In May, TMCnet reported that Coca-Cola Enterprises officials decided that they needed a more efficient internal hiring process for their call center, so they turned to call center management software provider Knowlagent, with the intent of enabling recruiters to focus on candidates with the highest likelihood of success.

(source: http://www.tmcnet.com/channels/call-center-management/articles/95924-call-center-management-software-provider-knowlagent-holds-user.htm)