TMCnews Featured Article

Afni, a premier global contact center provider, recently selected Knowlagent’s RightTime technology, in order to improve the productivity of its operations centers.

Knowlagent is the major provider of intraday management solutions for contact centers. Its RightTime technology helps business process outsourcers meet the ongoing challenge of deploying critical information, agent development activities and other work-related tasks to agents. It also allows them to offer the highest quality service to their customers.

Afni, with the help of RightTime are also provided with the ability to deploy a variety of activities directly to agent desktops without negatively impacting service levels.

In a statement, Kim Frantz, vice president of operations at Afni, said: “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.” “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.”

Using RightTime, Afni is able to leverage aggregated idle time to push off phone activities like client communications and targeted training to agents.

Officials said that agents, with the help of the same are able to be productive during idle times and also receive the knowledge and skills required 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.”

In related TMC (News - Alert) news, call-center company Afni, in an effort to boost its web-chat services, is hiring 175 Web chat agents for its call center in Opelika, Ala.

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