Spreading the Word on Shrinkage Reduction
Posted by Shannon Cherry on Wed, Feb 23, 2011 @ 08:47 AM
We've been hard at work sharing the exciting findings of shrinkage and potential increased agent productivity. Check out some of our guest posts over at one of our partners' blog. CRMxchange also asked about Knowlagent's new capabilities in an executive interview with Matt McConnell.
Turning Downtime & Shrinkage into Increased Productivity
Active Wait could be one of the few big productivity gains left in the call center. This is a huge opportunity for improvement in our industry that uses time otherwise wasted. Join in on an exercise
to experience idle time first hand.
Successful Adoption of eLearning in the Call Center
eLearning in theory is an incredible tool for businesses and especially the call center. But as you know, tools are only as useful as you make them. We’ve spoken to customers and prospects and come up with 6 keys to successful adoption of eLearning and Coaching in the call center.
Tips on At-Home Agents
The concept of at-home agents continues to drive attention in the contact center market, to the point where we no longer need to be sold on the validity of the model. The trick now is figuring out how to build an at-home program.
Executive Interview with CRMxchange
The technology was designed specifically to take activities normally categorized as secondary loss and shift these activities to be delivered during idle time. The reduction in shrinkage grows with each new activity that is delivered during active wait time instead of being scheduled for the agent. The number of hours delivered to each agent per month has a direct cost saving.
For more Knowlagent happenings, check out our latest news stories.