The Knowlagent call center management solution has just received an update to its ACD library, thanks to the addition of Interactive Intelligence Customer Interaction Center (CIC) ACD.
With this new upgrade, call center agents will see a boostinproductivity through trading in idle time between calls for a range of training, IT and data-entry tasks.
Knowlagent’s RightTime solutions detect changes in call volume, such as when no one is currently on the line, and then find off-phone activities for agents to complete.
Chief executive officer at Knowlagent, Matt McConnell, explained what drives RightTime: "The volatility of call volume often prevents agents from completing the training and coaching activities that help develop agents' ability to provide personalized customer service; and agents are sitting idle for nearly an hour each day.”
Anyone who’s had to call tech support – or any other kind of call center service – knows that the way their call is handled, along with how competent the agent is at getting to the bottom of the issue, is important in the overall experience of the call, and can greatly affect the way the customer views the company.
Call center agents need to have thorough training and make sure not to get rusty on their professional skills, to say the least.
"Now that Interactive Intelligence CIC ACD is RightTime enabled, organizations can use idle time to restore contactcenterproductivity and use this found time for FCR or other customer satisfaction improvements,” said McConnell.
Customers have applied Knowlagent’s RightTime services for a wide range of different productivity-boosting tasks and seen some huge benefits, such as increasing throughput of training delivery by 400 percent, resetting application passwords and decreasing IT help desk tickets by 70 percent. They’ve also used the service to assist with data-entry and claims processing.
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