ATLANTA--(intraday management solution designed for the world’s 10 million call center agents, was selected by Vivint™, the largest home automation services company in North America, to improve its call center productivity and effectiveness. Vivint is using RightTime to leverage unproductive idle time in its contact center to deploy additional training and coaching to agents so that they are better equipped to deliver the highest level of customer service.)--Knowlagent, the leading
“The RightTime solution transforms fragmented and unusable idle time and turns it into larger blocks of time that give contact centers the opportunity to develop agent performance without compromising service levels”
As a leading provider of a wide range of home technology services to more than 675,000 customers throughout North America, Vivint’s contact center agents are responsible for supporting multiple products and programs.
Knowlagent’s RightTime technology enables Vivint to find extra time to deliver the critical training, communications and coaching agents need to handle the company’s various product offerings and rapid release schedule – all while maintaining service level commitments and without the need to incur additional headcount.
Since using RightTime, Vivint has seen a dramatic increase in the amount of training delivered to agents. Within the first five days of using RightTime, Vivint was able to deliver 2,400 training and coaching sessions to 400 agents, with each agent receiving six sessions in five days, all during idle time. Previously, Vivint’s agents typically received one training session per week.
“Before using RightTime, it was extremely difficult for us to deliver the amount of training and coaching our agents require to provide our customer base with the highest level of service,” said Tim Izatt, Vivint’s director of customer service. “Now, because RightTime is able to dynamically respond to call volume, we are able to use what was unproductive time between customer calls to provide agents with the information they need to be more effective. The level of content we are able to deliver to agents is more in line with the complexity of our products, which ultimately translates to more efficient and higher quality customer interactions.”
“The RightTime solution transforms fragmented and unusable idle time and turns it into larger blocks of time that give contact centers the opportunity to develop agent performance without compromising service levels,” said Matt McConnell, Knowlagent’s chief executive officer. “We are excited to partner with Vivint to help them equip their agents with the knowledge and skills they need to deliver the absolute highest level of customer service.”
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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. For more information, call 888-566-9457 or visit us online at www.knowlagent.com.