Knowlagent, Inc.

Description

Knowlagent is unique in helping organizations refocus their call centers to take their business from volume to value. We drive significant value for our customers through proven and patented contact center software, methodology and integrations.Traditional call centers are singularly focused on the volume of transactions – how many calls per hour, average speed of answer, average handle time, etc. The focus of these types of metrics is how fast you pick up the phone and how fast you hang up the phone. In this type of environment, the call center is considered to be an expense for the company.In today's ultra-competitive environment where not just meeting - but exceeding - customer needs is top priority, the new mandate is value. What value can the call center deliver to the customer, and what value can it deliver to the business? In this new environment, the call center becomes a profit center, a revenue center or a leveraged asset to the organization. The metrics in this value-driven business are directly related to customer loyalty and revenue opportunities and include sales per call, up-sells, cross-sells, customer saves, and number and profitability of products per customer.

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