KnowlagentPeople, Process and Technology for the Call Center
Coverage Adding Sales to the Call Center Agenda (White Paper) Putting Sales on the Call Center Agenda Sales and Service: Time for a Merger Generating Sales in the Service Center Synopsis While numerous vendors of call and contact center solutions have focused on the technology part of the CRM equation, Knowlagent has been a leader in understanding that a successful call center is a balance of three factors including people and process as well as technology. Technology alone has driven miserable results for numerous call center operators — the infrastructure works but technology alone makes for a difficult and frustrating workplace. These operators turned to training and e-learning for solutions to the people problems of performance and high attrition only to find that their business results were lackluster because they lacked consistent business processes. It is becoming clear that a successful call center is the result of training, technology and well constructed and consistently used business processes. But consistency in a business process is difficult to achieve if the process involves a one on one dialog with a customer. That’s why Knowlagent has developed a suite of tools that enable call center managers to both monitor employee performance and automatically schedule training time during slack periods for educating call center agents on best practices and product capabilities. We believe this combination of scheduled education delivered in a just in time environment coupled with precise monitoring has great promise. As CRM turns to business process improvement, Knowlagent is well positioned to take advantage of the growing demand for tools that automate call center processes and help deliver superior results. |
