Intraday Management Technology for Call Centers – Knowlagent Improves Call Center Productivity

Introducing RightTime: Add 49 minutes
to each day

Call center agents spend 11% of their day idle, waiting for a call. At the same time, managers struggle to find time to develop their agents.

RightTime transforms unproductive wait time into Active Wait time for training, urgent communications or any off-phone tasks.

Watch our 2 minute video
Improve Agent Performance: Find time to invest
in your agents

Create half a day a month to invest in developing contact center agent performance, improving key metrics such as FCR, AHT, sales, and customer satisfaction.

Learning & Development teams use active wait time to deliver months of training in just a few days.

More on Performance Gains
Increase Agent Productivity: Restore agent
productivity

With aggregated idle time as a resource, contact centers run more efficiently.

Workforce Managers use RightTime to automate intraday scheduling, maintain service levels, balance occupancy and find time to invest in agent performance.

How RightTime Works
How it Works: Working in concert
with your systems

RightTime works with your ACD, WFM, eLearning and other technologies to monitor conditions in the call center, adjust agent schedules on the fly, and direct agents to work on their highest priority off-phone assignments.

How RightTime Works

“Sprint agents and supervisors have completed thousands of hours of training. Agent productivity has dramatically improved, as well as critical measurements such as First Call Resolution and overall customer satisfaction.”

“When new regulations require policy updates or process changes, AHMSI lets RightTime find and deliver the time to read and certify agent understanding in these areas.”
"Knowlagent is the most effective method of communication we have for incremental business change, improvements and updates."

Blog News Events

Do You Believe Customers are an Asset…Or a Cost Center?

Are customer goals as important as sales goals? Is there clarity in your business that the work you do in the call center drives profitability because of the work you do to keep and grow customer loyalty? Here is a [...]

Survey of WFM Professionals: Part 1 – Top Challenges for 2012

In the first quarter of 2012, we surveyed workforce management professionals to learn more about the goals and challenges that pertain to their role within the call center. We wanted to understand more about the group whose daily responsibility is [...]

Add 49 minutes
to each day

Call center agents spend 11% of their day idle, waiting for a call. At the same time, managers struggle to find time to develop their agents.

RightTime transforms unproductive wait time into Active Wait time for training, urgent communications or any off-phone tasks.

Find time to invest
in your agents

Create half a day a month to invest in developing contact center agent performance, improving key metrics such as FCR, AHT, sales, and customer satisfaction.

Learning & Development teams use active wait time to deliver months of training in just a few days.

Restore agent
productivity

With aggregated idle time as a resource, contact centers run more efficiently.

Workforce Managers use RightTime to automate intraday scheduling, maintain service levels, balance occupancy and find time to invest in agent performance.

Working in concert
with your systems

RightTime works with your ACD, WFM, eLearning and other technologies to monitor conditions in the call center, adjust agent schedules on the fly, and direct agents to work on their highest priority off-phone assignments.

Do You Believe Customers are an Asset…Or a Cost Center?

Survey of WFM Professionals: Part 1 – Top Challenges for 2012

May 17, 2012

May 9, 2012

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Interactions 2012

Aspect Customer Experience 2012

At Home Strategies for Success Workshop - Toronto

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