Knowlagent’s RightTime Intraday Management Technology Selected by Afni

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Thursday, November 29th 2012

Leading outsourcer uses idle time to deploy activities to customer service agents and improve call center efficiency

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Knowlagent, the leading intraday management solution designed for the world’s 10 million call center agents, was selected by Afni, a leading global contact center provider, to improve the productivity of its operations centers. Afni is using RightTime to deploy off-phone activities to agents during idle time.

Knowlagent’s RightTime technology allows business process outsourcers to meet the ongoing challenge of efficiently deploying critical information, agent development activities and other work-related tasks to agents while providing the highest quality service to their customers. RightTime gives Afni the ability to deploy a variety of activities directly to agent desktops without negatively impacting service levels.

As a leading solutions provider dedicated to providing innovative solutions that helps companies develop meaningful and profitable relationships with their customers, Afni is focused on delivering best-in-class customer service. The company employs thousands of agents worldwide who support a wide range of industries, products and customer channels.

“We have a commitment to help our clients create exceptional customer relationships. RightTime allows us to deliver any activity that would take agents off the phone,” said Kim Frantz, vice president of operations at Afni. “We’re starting off by providing essential client communication updates and training sessions, and plan to expand our use of RightTime to other activities to further improve agent efficiency and performance.”

Afni utilizes RightTime to leverage aggregated idle time to push off phone activities like client communications and targeted training to agents. This allows agents to be productive during idle times and gives them the knowledge and skills needed to properly represent their clients’ brands.

“Our customers are increasingly creative in their approach to adding new levels of efficiency to their call center; they use RightTime for back-office work, administrative work, delivering breaks as well as communications, coaching and training,” said Matt McConnell, Knowlagent’s chief executive officer. “We are thrilled to partner with Afni – their dedication to provide innovative contact center solutions is the essential element that helps improve agent performance and further drives their initiatives for providing an exceptional customer experience.”

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About 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. For more information, call 888-566-9457 or visit us online at www.knowlagent.com.

Contacts

Knowlagent
Melissa Spies, 888-566-9457
mspies@knowlagent.com

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