Knowlagent creates
active wait time through dynamically delivered sessions for common shrinkage activities between customer interactions.
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.
Knowlagent increases productivity by delivering these shrinkage activities during idle time, creating
active wait.
In 2011, we are focusing our efforts on helping call centers create
active wait time to reduce shrinkage, and we appreciate ATA for acknowledging our patented technology, which enables companies to deliver personal service to customers more efficiently and effectively than ever before," said Matt McConnell, president and CEO of Knowlagent.
RightTime integrates with automatic call distributors to redistribute wait time intervals so agents can complete off-phone work from a prioritized task list during idle time, transforming this time into
active wait.
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.
