Integration of RightTime with WFM technology delivers agent activities during idle time
ATLANTA—July 26, 2012—Knowlagent, a leading intraday management solution
for the world’s 10 million call center agents, today announced its RightTime enabled integration with the Workforce Management Software Group’s (WFMSG) Community Workforce Management Solution. RightTime enables call centers to utilize unproductive idle time to increase agent productivity and performance.
This integration of RightTime and Community WFM transforms 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.
“Community WFM is ideally designed to readily integrate with other contact center technologies and is one of the primary advantages our customers enjoy when investing in our best of breed solution,” said Daryl Gonos, principal for sales and marketing at WFMSG. “Our seamless integration with RightTime is a perfect example of how tight technology integration extends value to a customer on readily compatible platforms.”
works in conjunction with the automatic call distributor (ACD) and the Community WFM solution to dynamically respond to call volume, eliminating the need to “hard-schedule” many off-phone activities. RightTime imports agent schedules ensuring task sessions are delivered only during acceptable time periods and do not conflict with scheduled activities such as lunch, break or end of shift. When RightTime finds time and delivers sessions, changes to the schedule are written back to Community WFM to prevent adherence issues.
Customers leverage the combined solution for many purposes; from driving specific KPI improvements to streamlining administrative tasks. Examples include:
- One customer increased throughput of training delivery by 400 percent, compared to manually scheduled sessions
- Another customer lifted First Call Resolution rates from 63 percent to 70 percent
- A customer implemented sessions to proactively reset application passwords and decreased IT help desk tickets by 70 percent
“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 of 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.”
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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
The Workforce Management Software Group, Inc. is the developer and provider of the Community workforce management solution. Community is a 100 % web based application that provides elegant and powerful tools focused on workforce optimization that features customizable web portals for schedulers, supervisors and contact center agents. Community is openly architected and integrates readily to seamlessly integrate with third party applications to add greater value to other workforce optimization solutions. For a live demonstration of the Community workforce management solution or to discuss how WFMSG can partner with you to increase your technology’s impact on contact centers call (877) 668-6870 or visit us on the web at www.wfmsg.com