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Knowlagent Insights features top contact center trends, topics to watch

Company launches inaugural series of contact center industry articles

Atlanta, GA (September 19, 2012) – Knowlagent, the leading provider of intraday management solutions designed for the world’s 10 million call center agents, has released Knowlagent Insights a series of industry articles that examined the top and emerging call center trends, and what they mean for contact center executives.

“There is a lot of information to go through and digest on a daily basis to help contact center managers make the best decisions for their agents and organization,” said Matt McConnell, president and CEO at Knowlagent. “Knowlagent Insights is intended to present our customers and others in the industry with the information that we believe is key to helping contact centers make well-informed decisions that will shape the success of their agents and organizations.”

The inaugural Knowlagent Insights features articles from key contact center industry publications and experts.

  • According to an article in Call Center Times, Fixing Between-agent Variation Can Make All the Difference, contact centers can greatly improve their operations and ultimately customer service by correcting the long-standing issue of between-agent variation.
  • A tongue-in-cheek blog entry from ICMI Customer Management Blog, From Egg Salad to Customer Service, likens an egg salad sandwich left in a car to putting a contact center agent out on the floor without proper training. The blog entry cites training and coaching as ways to ensure agents are well prepared to deliver great customer service.
  • An article published in ANSWERStat by Donna Fluss of DMG Consulting, Improving Communications Between Contact Centers and IT, states that an improved communication between contact center managers and IT departments will greatly improve the overall success of the center.   
  • An article from ICMI, Staff to Supervisor Ratio, points that contact center managers should be in tune to the specific needs of their center to properly set the staff to supervisor ratio.

For access to the articles and Knowlagent Insights, visit here. To view a social media version of this news release, visit here.

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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