Knowlagent Productivity Webinar Reveals Research on Key Call Center Operational Metrics

ATLANTA -- (BUSINESS WIRE) -- Knowlagent, the leading agent productivity solution for the world’s 10 million call center agents, shares insights into research about key operational metrics, including idle time. The research findings were delivered during a webinar Knowlagent hosted with Ventana Research, entitled “Breaking Call Center Rules: Find Time to ‘Wow’ Customers”.

In the session, Knowlagent President and CEO Matt McConnell and Ventana Vice President and Research Director Richard Snow discussed how to find hidden pockets of productivity and effectively use that time to improve customer satisfaction. The research findings include:

• More than 50 percent of respondents rated “increasing customer satisfaction” as the number one contact center investing priority.
• Eighty-one percent of companies indicated that improving agent performance is the best way to improve customer experience and satisfaction.
• In addition to increasing customer satisfaction, respondents ranked reducing operational costs, adhering to regulations and gaining competitive advantage as a high priority.
• More than three quarters of respondents (76 percent) said it is very important or important to increase agent utilization, while also making best use of agent “idle” time.
• During agent idle time, the majority of the company’s surveyed indicated that they ask agents to do non-phone related work. Twenty four percent of those companies allow agents themselves to determine what tasks they perform.

For additional information on finding hidden pockets of productivity read Knowlagent’s whitepaper, “Insights on Contact Center Agent Productivity”.

“As the results indicate, improving customer satisfaction is directly related to improving call center agent performance,” explained McConnell. “Using a percentage of unproductive idle time to deploy off-phone activities when call volume fluctuates improves agent performance, the customer experience and also the profitability of the call center. A call center with 1,000 agents can gain 48,000 hours annually by converting just 25 percent of idle time.”

The Ventana Research webinar is part of Knowlagent’s Productivity Plus series, which educates call center professionals on best practices and business techniques to increase productivity and profitability.

For more information on Knowlagent and its upcoming events, visit www.knowlagent.com. To view a social media version of this release, visit here.

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. More than 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.