Expert panel discusses how intraday management solutions help home working agents receive training and professional development
ATLANTA—July 3, 2012—Knowlagent, the leading intraday management solution
for the world’s 10 million call center agents, today announced its involvement in At Home Customer Contact’s 2012 Home Working Summit
. Dell, American Express, Tesco, Enterprise Car Rental and Shop Direct will be joining Knowlagent as contributors at the conference. The conference will be held in London at the Hilton London Paddington Station on July 4-5, 2012.
Michele Rowan, former VP of Hilton Hotels and now President of At Home Customer Contacts, moved over 1000 agents to the home working model with Hilton and has helped over 500 companies develop and implement home working strategies in Europe, Canada and the US. “The model is growing by 30 percent per annum and most recently replaced off-shoring as the leader in business process outsourcing,” says Rowan. “The cracked code is quite simple: reduced costs, skyrocketing employee retention, and heightened customer loyalty. Off-shoring only ticks one box, while home sourcing ticks all three.”
The home working model is one of the strategies many contact centers are using today to reduce costs, increase employee satisfaction and retention, and drive customer loyalty.
The 2012 Home Working Summit is a mix of end-user case studies and best practices underpinned by current survey data, the latest technology and security, and structured breakout discussions for networking and developing a vision for next generation home working, across all industries and functional lines.
“Keeping home agents informed, trained and continuously developing in their role is an essential aspect for the success of any home working strategy,” said Matt McConnell, president and CEO for Knowlagent. “Our involvement in this event gives us the opportunity to learn more about the challenges practitioners have keeping home agents connected and productive and share how intraday management solutions can address these issues.”
Knowlagent’s RightTime technology delivers coaching, communications and training to home working agents during idle time, through a prioritized activity queue.
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Knowlagent is the leader in intraday management solutions for contact centers. Its patented RightTime software increases agent performance and productivity by making idle time useful, enabling agents to work on personalized and prioritized activity queues consisting of training, coaching, communication and other off-phone activities. Knowlagent’s solutions are on-demand, easy to use and require no capital expenditures. More than 375,000 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