Posted by Shannon Cherry on Wed, Jul 07, 2010 @ 09:11 AM
In addition to the millions of customer calls, dozens of call centers and thousands of agents, Sprint merged with Nextel in 2007, a move that was disruptive to both its customers and workforce. The result was longer wait times, short-staffed centers, inexperienced agents, and low FCR and customer satisfaction scores.
"We wanted customer service to be a reason why customers chose to come to Sprint," said Chad Marshall, Sprint Customer Care Manager. "Every employee in the company was given the challenge to improve customer satisfaction."
With Knowlagent's RightTimeTM engine automatically pushing training to agents during unscheduled downtimes, Sprint was able to deliver more training to one site in just five days than was previously delivered in a month with a manually scheduled system.
"Until there is a way to forecast supply and demand perfectly for calls and agent availability, there will always be pockets of available time," said Marshall. "Before Knowlagent, we had to manually schedule training time, which is difficult because you don't know how many calls will be coming in and exactly who will show up for work that day. Knowlagent gives us the ability to watch that in real-time and take advantage of it consistently across all of our centers."
Replay the webinar or read a written synopsis to hear more of Sprint's experience in tackling First Call Resolution and delivering training to call center agents' desktops.
Posted by Ted Giordano on Fri, Sep 18, 2009 @ 11:42 AM
This week Knowlagent has launched it's software solution to a large telecom organization. I thought it would be fun to get some comments from the field regarding the launch. Below are the comments of Derek Lanham, a sales director for Knowlagent.
Derek Lanham
It is another great day at Knowlagent. How often do we get the chance to help companies improve their bottom line and top line, all while helping their people get better at what they do? Here in Fort Worth, TX, call volume was a little low today, so most of the scheduled sessions where delivered as expected. Several agents on the early shift, starting at 5 am, immediately took it upon themselves to go into Knowlagent when they were not on the phone, and start taking some courses. One agent had completed 4 courses before 8 am. It is probably not a best practice to cram in that many courses, but definitely speaks for enthusiasm. All of the agents were happy to see Knowlagent on their machines, but what was even more encouraging was the response to the content. Relevant content focused on short, usable pieces of information gives the agents what they need, and they were excited to have it. Repeated comments from the team suggested how smooth the first day went as any issues were minor, mostly having to do with the auto-launch not getting pushed to their desktop. One of the supervisors, Brian, got to the center in the afternoon and completed all of the content within a few hours while doing his regular job, ensuring that he would have all the information needed to help his team get the most out of the content. Plus Brian is admittedly skeptical, making sure the content was accurate and relevant... he was pleased.