Integration with call center automatic call distribution technology allows centers to aggregate idle time in real time
Posted Jul 19, 2012
Knowlagent, a provider of intraday management solutions for call center agents, has further enhanced its library of ACD integrations with the inclusion of the Avaya Call Management System (CMS).
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 that includes coaching, training, or back-office work.
Knowlagent's intraday management technology, RightTime, works with the Avaya CMS 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 the following:
- One customer increased throughput of training delivery by 400 percent, compared to manually scheduled sessions.
- Another customer lifted overall sales by 28 percent in seven weeks.
- A customer implemented sessions to proactively reset application passwords and decreased IT help desk tickets by 70 percent.
"Studies show that 11 percent of an agent's day is spent idle, waiting for a call. Fluctuations in call volume make idle time impossible to use without this integration," said Matt McConnell, CEO of Knowlagent, in a statement. "With Avaya's Call Management System now RightTime-enabled, organizations can find nearly an hour a day for agents to complete activities that help improve agent performance and drive customer satisfaction improvements."
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