Knowlagent – Not Just for Training Anymore

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Call center technology company announces software upgrade designed to help clients shift more shrinkage activities to idle time

Knowlagent, a leading agent productivity solution for the world’s 10 million call center agents, today announced the release of Knowlagent 8.5, a software upgrade designed to further reduce shrinkage in the call center by dramatically expanding the types of off-phone activities delivered to agents during call volume downtime.

Shrinkage – the part of an agent’s time consumed by activities other than customer interactions – can take up a considerable amount of an agent’s work day. According to a recent survey conducted by Knowlagent of more than 100 call center executives, as much as 30 percent of an agent’s time can be spent on off-phone activities.

While some of these shrinkage activities – such as absenteeism and lunch – are largely outside of the center’s control, many can be completed while agents sit idle, waiting for the next call. With its new release, Knowlagent can deliver these controllable activities – which equate to about 12 percent of an agent’s day.

Knowlagent’s patented RightTime™ technology identifies pockets of downtime in call volume and directs agents to the corresponding system to complete the assigned task. These tasks might include projects, paperwork, call research, emails, and knowledge base reviews, in addition to training and coaching.

“Knowlagent users have minimized idle time for years by delivering Knowlagent’s training and coaching applications during downtime,” said Matt McConnell, Knowlagent CEO. “Now, with Knowlagent 8.5, they can deliver just about any activity or application to make wait time even more productive, even an existing Learning Management System.”

Knowlagent customers such as Convergys Corporation (NYSE: CVG) were instrumental in developing the new solution. Convergys will use the new capabilities to better serve their clients by ensuring that each agent gets more personalized training, coaching, and communications without affecting service levels.

“There is an increasing number of activities a call center agent must complete each day and with the onset of e-mail, text messaging, chat and social media customer service channels, the agent’s role is expanding,” said Michael Bathon, Convergys VP of Information Technology. “We anticipate the design of Knowlagent 8.5 will help increase agent productivity and performance, improving our ability to serve the end customer.”

About Knowlagent
Knowlagent provides the only call center software that increases agent utilization by delivering shrinkage activities during idle time. Knowlagent creates active wait time through dynamically delivered sessions for common shrinkage activities between customer interactions. Knowlagent’s solutions are on-demand, easy to use and require no capital expenditures. Over 200,000 agents and managers around the world use Knowlagent’s solutions every day. For more information, call 888-566-9457 or visit us online at


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Lee Anne Wimberly

Michael A Bathon
Convergys, Inc.
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