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.