News : Knowlagent and Datapoint Partner
ATLANTA, May 30, 2012 -- Knowlagent, an intraday management solution for call center agents, and Datapoint, a provider in enterprise and call center communications infrastructure and applications, have partnered to assist European-based contact centers in eliminating agent idle time to help improve agent productivity and customer satisfaction. This partnership allows Datapoint to promote and market Knowlagent’s intraday management solution, RightTime, in conjunction with its contact center optimization solution set.
Contact center agents inevitably have down time — about two to three minutes on average — in between calls. But when added up throughout the day, research shows that agents can spend 11 percent, or 49 minutes, of their day idle, simply waiting for a call. Knowlagent’s RightTime works with automatic call distributors and workforce management solutions to aggregate wait time intervals into larger blocks of time, which frees up a smaller group of agents to complete off-phone work, including training, coaching and after-call work.
RightTime integrates with Datapoint’s CONTACT-OPTIMISATION™ solutions by helping contact center managers better manage resources during variable contact volumes, complementing Datapoint’s tools that measure the performance of technologies, applications, teams, agents and other resources across the contact center.
"While an agent’s primary function is to assist customers in resolving issues, they also need time for training, coaching and education to ensure they deliver exceptional customer service," said Matt McConnell, president and CEO for Knowlagent. "This partnership eliminates the struggle many managers face of finding time for agent training while maintaining service levels. By taking the best of what Datapoint has to offer and combining it with RightTime, we’re able to deliver higher value to the contact center and the business."
Datapoint provides services in enterprise unified communications and multi-channel contact center technology solutions. The company brings expert people, communications technologies and proven processes together to provide a complete end-to-end solution to help customers achieve their business goals — increase customer satisfaction, build loyalty, grow business, boost revenues and return on investment, and motivate and engage employees.
"Contact center managers are always looking for ways to improve efficiencies, drive down costs and yet maintain service levels. We believe that Knowlagent and Datapoint are offering managers a solution that does just that," said Jim Close, UK Managing Director at Datapoint. "Our primary goal is to help our customers increase customer satisfaction and revenues while motivating employees. We will continue to work towards that through product innovation and partnerships such as this one with Knowlagent."
Knowlagent is the leading provider of intraday management solutions for contact centers. Its RightTime Technology increases agent productivity and performance by delivering off-phone activities during agent idle time. Knowlagent’s solutions are on-demand, easy to use and require no capital expenditures. More than 375,000 agents and managers around the world use Knowlagent’s solutions every day.
Datapoint is a Global Systems Integrator for enterprise and call centre communications covering all related infrastructure and applications. This is underpinned with a services portfolio that includes education, consultancy, design and systems integration, service delivery, training and support.
Published: Thursday, May 31, 2012
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