Contact Center Solutions Featured Article

Sprint Nextel, a provider of comprehensive range of wireless and wireline communications, announced that it is partnering with Knowlagent, a provider of call center talent management solutions, to deploy RightTime technology that delivers training directly to call center agents’ desktops during periods of time when there is excess agent availability between calls.

 

Knowlagent’s talent management software solutions are deployed at over 200,000 agents and managers around the world every day. By deploying RightTime, Sprint ensures that agents always have access to the training they need to continue improving interactions with Sprint customers.

 

RightTime is not a replacement to the traditional classroom training Sprint Care agents already receive, rather it will find agent idle time to push out training sessions about Sprint’s new policies, programs and procedures, the company said. Further, when agents need to take a course, they will receive a pop-up on their computer directing them to complete their assigned training.

 

“We know based on both external and internal surveys, as well as direct feedback from our customers, that our agents continue to get better in areas that are critical to our business, such as first call resolution and customer satisfaction,” Bob Johnson, Sprint’s chief service officer, said in a statement.

 

With Knowlagent’s state-of-the-art technology, the company is able to quickly target any needed training or send important information alerts to both individual agents as well as specific groups, Johnson added. “This dramatically improves the productivity of our agents and allows them to promptly receive the information and training they need in order to respond to and better serve our customers.”

 

Since January, Sprint agents and supervisors have access to more than 120 courses and they have already completed more than 3,400 hours of training, company officials said. The technology is currently being rolled out into Sprint call centers and deployment is expected to be completed by the summer.

 

“The deployment of Knowlagent’s automated training technology will help to ensure Sprint continues driving enhancements to its customer experience,” says Matt McConnell, Knowlagent CEO. “They will be even better equipped to deliver consistent best-in-class service to their customers.”

 

In February, Sprint launched an “Interactive Now Network” at JFK International Airport. The detailed report is available here.