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Knowlagent’s RightTime intraday management technology selected by Permanent General Companies

Auto insurance provider using idle time to improve training for customer service agents and overall call center productivity

Atlanta, GA (September 18, 2012) – Knowlagent, the leading intraday management solution designed for the world’s 10 million call center agents, was selected by Permanent General Companies, a specialty auto insurance provider, for improving its contact center productivity. Permanent General is using RightTime to transform unproductive idle time into a resource used for delivering training and improving the operational efficiencies of its contact center operations as well as its training department.

Knowlagent’s RightTime technology allows Permanent General Companies to meet the ongoing challenge of effectively deploying its training materials and communicating other pertinent information to its agents while maintaining service level commitments. The company’s use of this intraday management solution allows its call center to find extra time to train agents without negatively impacting service levels or incurring the additional headcount costs of scheduling these updates.

Since using RightTime, Permanent General Companies has seen an increase in operational efficiencies in many areas, including:

  • Trainers dedicate more time to develop creative content to be delivered to agents’ desktops as opposed to spending time coordinating and leading live, in-classroom training;
  • The Workforce Management group is more efficient as a result of not having to schedule, cancel and reschedule classes due to fluctuating call volume, and;
  • Supervisors and lead agents, now empowered by the frequency of training delivered, provide additional training recommendations to the training department, increasing the overall engagement with the company’s call center learning initiatives.

“Our call center was already highly optimized, so we were concerned that we would not find any extra time or that agents would feel as if they never had any breathing time in between calls,” said Allison Garretson, vice president of operations at Permanent General Companies. “However, with RightTime delivery, we’ve been able to deliver 2.5 hours of training per agent per month in addition to what we were providing previously. And, our agents really enjoy the training breaks as opposed to sitting idle waiting for the next call. Knowlagent’s RightTime technology allows us to provide the training our representatives need to be better prepared to service customers.”

“The team at Permanent General Companies has been able to improve overall productivity of their contact center and concurrently strengthen the foundation of their training program through their use of Knowlagent’s RightTime solution,” said Matt McConnell, chief executive officer for Knowlagent. “We are pleased to partner with PGC and help the team find additional areas for productivity improvements.”

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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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