Knowlagent, provider of an intraday management solution for call center agents, announced its RightTime enabled integration with Siemens Enterprise Communications OpenScape Cloud Contact Center.
RightTime works with the Siemens Enterprise Communications cloud-based ACD solution to dynamically respond to changes in call volume and transform agent idle time into Active Wait Time for agents to complete meaningful activities.
RightTime aggregates small increments of natural downtime in the call center across the entire agent population to create productive sessions for individual agents to complete various off-phone activities.
RightTime delivers these activities - which can include anything from one-on-one coaching and ongoing training to back office work - directly to the agent desktop while monitoring ACD metrics to ensure that service levels are always maintained.
Additionally, activity queues can be prioritized, ensuring that agents complete the most important work first, as well as customized to fit individual agents' needs.
Call centers using this type of integration have experienced significant results including:
- One customer increased throughput of training delivery by 400 percent, compared to manually scheduled sessions.
- Another customer implemented sessions to proactively reset application passwords and decreased IT help desk tickets by 70 percent.
- A customer created a way for blended agents to assist with data-entry or claims processing.
"The average agent spends 11 percent of his or her day in unproductive idle time, simply waiting for the next call," said Matt McConnell, Knowlagent CEO, in a statement. "By integrating with RightTime, the Siemens Enterprise Communications OpenScape Contact Center enables its customers to turn idle time into productive time that improves the efficiency of the call center. Ultimately, agents will be able to deliver a better customer experience because they are receiving necessary training and communications needed to serve customers."