Knowlagent - Sponsor Content

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	Knowlagent 11800 Amberpark Drive, Suite 200 Alpharetta, GA 30009 Phone: 678.356.3500 / Fax: 678.356.3551 www.knowlagent.com

Queue-Talk: Conference Edition

With: John Wolf, COO - Knowlagent
Did you know 11% of every agents time on the phone is spent waiting? Listen as John Wolf COO of Knowlagent as he explains how you can improve agent utilization and increase the amount of training you provide to your team. The Knowlagent solution gives managers a competitive edge by keeping agents trained and productive which improves the customer experience. The ROI of keeping agents trained and productive is significant. Listen in and learn how you can start turning idle time into productive time today!

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Contact Center Conference Fall 2011 Session:

Finding the Space Between a Rock and a Hard Place: Deliver on Customer Experience
- John Wolf, COO - Knowlagent
Your call center runs like a well-oiled machine, based on some well-established rules for maximizing efficiency. But what if you’re being asked to sign up for new customer experience goals such as First Call Resolution and Net Promoter Score? Is there a way to bend the rules and improve customer experience without sacrificing any of your hard-won efficiency gains? Explore previously unexploited “pockets” of productivity that provide opportunities for improvement against these new goals.