Integration with call center ACD allows centers to aggregate idle time and use to increase agent productivity
ATLANTA—July 10, 2012—Knowlagent, the leading intraday management solution
for the world’s 10 million call center agents, today announced that it has further enhanced its library of ACD integrations with the inclusion of Aspect Call Center ACD and Aspect Spectrum ACD.
This integration will transform 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. Agents complete off-phone work from a personalized and prioritized activity queue which includes coaching, training or back-office work.
works in conjunction with Aspect Call Center ACD and Aspect Spectrum ACD to dynamically respond to changes in call volume and find time for agents to complete off-phone activities. RightTime delivers sessions directly to agent desktops while monitoring ACD metrics to ensure service levels remain in compliance.
Customers currently using this type of integration leverage the technology for many purposes; from driving customer satisfaction to incorporating back-office work into the call center. Examples include:
- One customer that completed their training curriculum that previously took seven weeks in less than five days
- Another customer lifted First Call Resolution rates from 63 percent to 70 percent
- A customer created blended agents to assist with data-entry or claims processing
“Idle time contributes to seventeen hours of unproductive time for each agent on a monthly basis. Call volume fluctuations make idle time impossible to use without this integration,” said Matt McConnell, chief executive officer of Knowlagent. “Now that Aspect Call Center ACD and Aspect Spectrum ACD are RightTime enabled, organizations can tap into this underutilized resource to bring a new level of productivity to the call center and improve pertinent KPI’s that improve the customer experience.”
“Aspect’s goal is to provide our customers with the tools they need to deliver exceptional customer experience in an increasingly crowded marketplace,” said Serge Hyppolite, vice president product management, Aspect. “Aspect’s relationship with Knowlagent will provide our customers with an opportunity to maximize the efficiency of their call center.”
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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