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Knowlagent’s RightTime intraday management technology selected by The Christian Broadcasting Network

Non-profit organization uses technology to improve efficiency of call center operations

Atlanta, GA (September 25, 2012) – Knowlagent, the leading intraday management solution designed for the world’s 10 million call center agents, was selected by The Christian Broadcasting Network (CBN), a global nonprofit ministry, for improving the efficiency of its prayer center operations. CBN is using RightTime to disseminate priority communications, training and coaching to its agents to ensure the non-profit organization makes the most out of the resources available.

With Knowlagent’s RightTime technology, CBN optimizes operations for its center by deploying activities directly to agents’ desktops during idle time. By utilizing the intraday management solution, CBN no longer needs to sacrifice their service levels to accommodate urgent communications or find time to deliver the training or coaching activities needed to help agents be successful at their jobs.

Just as CBN takes pride in its culture of positivity, its use of RightTime has had a positive impact on different groups within the organization, including:

  • Trainers now focus on core competencies. Time previously spent on the coordination and logistics required to facilitate classroom training is now dedicated to generating content for training modules to be delivered to agent desktops and developing agents’ expertise.
  • The workforce management group recognizes operational efficiencies. The prayer center is based on a broadcast, so communicating critical information is important. Every agent needs to be quickly informed about what happens during the broadcast. RightTime allows the workforce management group to disseminate this information during active wait time, rather than taking agents off the phone and compromising service levels and;
  • Agents “love” RightTime. The prayer center is busy all day long, so providing agents with a break to complete coaching, communication or training helps add variety to their days. They also appreciate these activities because it helps them excel in their on-the-job performance.

“We need to be good stewards of every single resource that comes our way, which includes our people, our time and our monetary resources. RightTime is a tool that helps us be more efficient and balance our priorities in a much better way,” said Tracy Swager, Director of Christian Broadcasting Network’s Prayer Center. “We have such flexibility in the way we set the ACD rules that we can learn, make adjustments and have training delivered when we need it delivered. We can focus on the core functions of training and coaching; our workforce management team is relieved of the stress from trying to pull everyone off the phones for critical communications, and our agents love it.”

“For CBN, sending out communication updates to their agents’ desktops during active wait time was similar to finding the missing piece of the puzzle for optimizing their prayer center operations,” said Matt McConnell, chief executive officer for Knowlagent. “The team at Knowlagent is excited to help CBN find more avenues for advancing the performance and productivity of the prayer center.”

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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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