Knowlagent recently announced that its RightTime solution facilitated the integration with the Workforce Management Software Group’s (WFMSG) Community Workforce Management Solution. RightTime allows call centers to make use of the unproductive idle time to enhance agent productivity and performance.
Knowlagent’s RightTime call center solution enhances the company’s agents’ efficiency by shifting shrinkage attributed to off-phone activities. These shrinkages include administrative tasks, reviewing key updates and policies, one-on-one coaching, ongoing training and more.
At the same time, the service improves call center metrics: FCR, ASA and AHT – practices that matter most to the user.
“Studies show that agents spend a total of 17 hours each month in unproductive idle time. Fluctuations in call volume make idle time impossible to use without this integration," said Matt McConnell, chief executive officer at Knowlagent. "With RightTime enabled Community WFM solutions, our clients can find as much as 49 minutes a day for agents to complete activities that bring a new level of productivity into the call center and help with customer experience improvements.”
This combination of RightTime and Community WFM transforms slivers of idle time that happen naturally within the call center environment into productive sessions for call center agents to complete activities, which would otherwise require scheduled time away from call handling.
Agents can now finish off-phone work from a personalized and prioritized activity queue, which consists of coaching, training or back-office work.
Recently, the company improved its library of ACD integrations with the inclusion of the Avaya Call Management System (CMS) solution. This combination will reportedly change slivers of idle time occurring naturally within the call center environment into productive sessions for call center agents to complete activities that would otherwise require scheduled time away from call handling.
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