idle

Focusing on contact center productivity, this series will be dedicated to advancing the active wait opportunity and reducing shrinkage.

One best practice is to set active wait goals by call center instead of by company.

Of the 16 available hours per month of wait/idle time, creating one hour of active wait per agent per month pays for the Knowlagent solution, and as an annual SaaS subscription, the solution is paid off within 12 months.

By aggregating agents' collective idle time and delivering prioritized and personalized to-do lists for agents to complete during this downtime, Knowlagent 8.5 creates active wait time.

Technology identifies and collects idle time across many agents to deliver larger, more usable segments of time that can be used for deploying shrinkage activities - creating active wait time.

To ensure its leadership today, it is essential to manage customers waiting time and to optimize their requests with resources/vendors available, so that they receive a high level of care with skills that match their inquiry, all associated with minimum and active wait.