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Knowlagent CEO to speak at two conferences – ICMI Call Center & Demo Conference and Contact Center Fall Conference

Company to present on improving contact center productivity

Atlanta, GA (October 9, 2012) – Knowlagent, the leading intraday management solution designed for the world’s 10 million call center agents, announced its participation and speaking engagements at two conferences this month: the ICMI Call Center Demo & Conference, Oct. 9-11 and the Contact Center Fall Conference, Oct. 9-12 that is organized by the Contact Center Association (CCA).

At the ICMI Call Center Demo & Conference, Matt McConnell, president and chief executive officer of Knowlagent will give a presentation titled, “Overcoming Top Five Obstacles Facing Call Centers in 2012.” This discussion will share insights and challenges identified in a recent Customer Contact Center Productivity Survey. The presentation will take place on Wed., Oct. 10 from 2:15-3:30 p.m. as a part of the Operations Management Track. Additionally, Knowlagent will participate as an exhibitor at the show, and can be located at  Booth #25.

McConnell’s session at the Contact Center Fall Conference, “Balance the Expectations of Agent Efficiency and Effectiveness,” will address the pressures that self-service technologies add to customer expectations and how to empower agents to positively impact customer loyalty. The presentation will take place on Thurs., Oct. 11, 2012 at 2:30-3:30 p.m.

“Contact centers are constantly striving for improved productivity and use measurements to help gauge their success. Measurements are critical, but we must also focus on managing an agents’ time and use that effectively to achieve the greatest results,” said McConnell. “The combined time agents wait in between calls each day can and should be used to increase productivity. Both of my presentations will highlight key survey findings to enable contact center managers to identify ways to use this time to improve center performance.”

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Intradiem is the leader in intraday automation solutions for multi-channel contact centers. Intradiem’s customers achieve an invincible customer experience with a real-time workforce by automating manual processes such as intraday task management, intraday staffing, reskilling, channel balancing, and real-time alerts. Intradiem empowers an immediate and consistent response to unpredictable events and changing conditions, resulting in labor savings, improved employee performance and a better overall customer experience. More than 450,000 contact center, field service, retail, bank branch, and back office employees around the world use Intradiem’s solution every day.

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