Knowlagent, a technology company focussed on improving customer contact center performance through its integrated e-Learning platform, has received a 2001 Excellence in Customer Relationship Management Award from the editors of Customer [email protected] Solutions Magazine.
The award was given on the grounds that Knowlagent are at the forefront of the development of resources that are designed to make customers’ lives easier, and fuel a more pleasant customer experience overall. Nominees had been asked to submit a case study that showed how a client has experienced qualified results since implementing a specific product. When choosing the winners, editors looked for results that clearly benefited customers.
KnowDev, Knowlagent’s browser-based software system, was the winner of the 2001 award. The platform, which integrates with telephony systems such as Workforce Management, ACD and Quality Monitoring, is designed to allow agents to train at their workstations through scheduled learning breaks during periods of low call volume. Managers should also be able to use the software to track individual agent performance, identify specific knowledge and skill gaps, and then push the appropriate training directly to the agent’s desktop.
Knowlagent was singled out for recognition because of the results achieved by its clients, who cited significant decreases in agent turnover, as well as decreased hold times and improved customer satisfaction, since implementing KnowDev in their contact centers.
Matt McConnell, co-founder and co-chairman of Knowlagent, spoke of his feelings on receiving the award: “We are thrilled to be recognized for the strength of our product, but more importantly, its ability to improve the overall customer experience. It is always exciting be viewed as one of the best in the industry and we look forward to bringing-on new customers, who will hopefully see even more dramatic results.”