We’re excited to launch two new capabilities simultaneously. - David Rogers, CEO of Keynomics
Los Altos, California (PRWEB) August 01, 2013
Keynomics, a leading provider of cloud/SaaS contact center agent productivity and customer experience solutions, announces significant expansions and improvements to its flagship platform, the Keynomics Performance System ™. The new CallNavigator module closes the loop on software, browser, and UI navigation issues unique to contact centers. Research has shown that the average contact center agent have many software windows and browser tabs open, making screen navigation, data transfer, and information retrieval extremely difficult for agents not equipped with the right skill set.
CallNavigator hones agents’ skills at identifying relevant information and operates more like their actual environments. Like other Keynomics performance modules, CallNavigator streamlines and simplifies contact center processes and transforms them to ‘second nature’, thus enabling agents to better focus on the critical elements that determine a successful customer experience. CallNavigator focuses on enhancing agents abilities to process information and deliver real time response back to customers reducing wait time and improving overall customer experience.
“We’re excited to launch two new capabilities simultaneously. CallNavigator further empowers agent performance. Our new release reduces the time needed to realize gains by a full 25%”, says David Rogers, CEO of Keynomics. “Most operational agent training focuses on learning specific products and services, and agents lack the core skills needed to use company systems efficiently. Keynomics quickly and efficiently fills that gap for both contact centers and back offices to see improvement no matter what their systems and processes are with no IT integration required.”
Specifically, Keynomics’ new capabilities enable:
- Frontline and back office agents to spend 25% less time learning the full customizable and proven Keynomics skill set.
- Frontline to boost their productivity by minimizing data entry, data transfers, resulting hold time, and damaging error rates.
- Frontline agents to focus more on the crucial element, a rewarding customer experience, rather than stress over difficult screen and contact navigation issues that diminish that experience.
- Customize path based on agents real world job function and needed skills.
The new CallNavigator module is a core component of the Keynomics Performance System ™ that empowers contact centers to proactively tackle the challenges of today’s rapidly evolving contact center market.
Keynomics, a leading provider to contact centers and back offices worldwide, leverages a cloud/SaaS solution to empower agent productivity and improve customer experience.
Keynomics Performance System ™, proven in over 20 Fortune 500 companies, quickly and cost-effectively boosts agent productivity skills, measurably improves output, and empowers agents to truly focus on customer experience. With more than 15 years’ experience in 12 countries, Keynomics clients in health care, finance, insurance, telecommunications, retail, technology and other sectors leverage our knowledge, experience and solutions to quickly reach their objectives. For more information, call 800.321.4574, visit http://www.keynomics.com, attend one of our webinars, or ask to speak with our customers.