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  Knowlagent Features Telepro(R) Online's Courseware to Ensure Effective Contact Center Service
 
  Companies Introduce Enhanced E-Learning Platform With Implementation of Ten New Training Modules to Strengthen Career Skills and Retention Levels

ATLANTA, March 27 -- Knowlagent(TM) -- the technology company that improves customer contact center performance through its integrated e-Learning platform, empowering contact center agents to intelligently respond to customer queries and anticipate future needs -- today announced a content partnership with TeleProŽ Online that enhances Knowlagent's KnowDev Provider's technology suite.

According to the agreement, Knowlagent's customers can now select up to 10 targeted e-learning modules to coach the following interpersonal communication skill topics:

  • Before the Call -- how to prepare physically and emotionally to make the best first impression with the customer
  • Making the Connection -- how to use your voice to communicate a positive message
  • Establishing Rapport -- how to foster a positive relationship with customers in the opening of the call
  • Maintaining Rapport -- demonstrating respect and a conveying a service focused attitude
  • Creating a Climate for Rapport -- key steps to creating a sense of team within the contact center
  • Effective Listening -- maximizing the ability to hear, understand and act on customer requests
  • Communicating Through Accents -- strategies to work effectively through accented speech and ``own'' the communication process
  • Questioning Skills -- efficient problem solving through asking the right questions to get the right answers
  • Demonstrating Confidence -- how to present confidently and encourage customer trust
  • Call Management -- techniques to positively control the call
Given that research has shown that the human mind can absorb and retain more information if it is presented frequently and in smaller amounts, the Knowlagent/TeleProŽ partnership is designed to deliver customized modules that maximize the time efficiency of each training session. These ``bite sized'' learning modules aim to increase call center agent comprehension and retention while aiding the development of essential interpersonal skills that maximize customer loyalty and satisfaction. The documented benefits of this self-paced learning style include up to a 30% reduction in time to train and retention rates as high as 78% (almost twice that of traditional training methods).

With the proven content delivered by TeleProŽ, Knowlagent also maximizes management and internal training department's time by providing ready made customer service skills course ware and eliminating the need to create these vital courses in-house.

``While companies increasingly emphasize training contact center agents on complex products and services, less and less emphasis is likely to be placed on the coaching of core customer service skills,'' explained Matt McConnell, Knowlagent's Chairman and Co-founder. ``Knowlagent's partnership with TeleProŽ Online enables our KnowDev customers to quickly incorporate pre- packaged content into their training regimens, which will help build necessary call handling skills, covering everything from connecting with the customer by beginning each call with an effective greeting to advanced skills that help manage 'talk time' by teaching the CSR how to positively control the call. The collaboration is another illustration of both companies' shared belief that customer service is as much about building one-on-one relationships as it is about knowing the technology and products.''

Knowlagent's KnowDev 5.1 provides the scalability to service thousands of agents in multiple contact centers, offering rapid creation and deployment of e-Learning programs. The software arms managers with objective measurement and reporting tools that help them track individual employee's retention ability, skill level, progress, advancement capabilities, knowledge weaknesses and comparative group ratings. Managers reacting to the compiled data can help agents better learn material and service customers more quickly and efficiently, reducing conversation lengths and overhead costs per customer phone call.

Knowlagent's learning system integrates with existing CTI systems so agents receive the training during periods of low call volume in a non- disruptive manner, turning downtime into productive time while maximizing the value of telephony management systems, workforce management software, automatic call distribution (ACD) systems, and skills based routing technologies.

About TeleProŽ Online

TeleProŽ was developed and designed by eConnexx, a subsidiary of Entretel Incorporated, a 13 year old company with proven expertise in training program design and performance improvement in call centre environments. Technical Internet design assistance for TeleProŽ Online was provided by GreyInteractive, a company with extensive 'best-in-class' online product development experience. Launched in North America late in 2000, TeleProŽ Online has a base of 675 licensed user in diverse industries. Key benefits of this innovative approach to training include it's creative use of animation and interactivity to engage the learners, it's focus on producing measurable on-the-job improvement (the design of the program ensures use of the skills learned), and the flexibility in design that allows the program to be customizable to fit the unique nature of each customer contact centre. For more information on Entretel and TeleProŽ Online, see the Web sites at: http://www.entretel.com and http://www.econnexx.com.

About Knowlagent

Founded in 1995, Knowlagent improves contact center performance though its integrated e-Learning platform, empowering contact centers to effectively and efficiently respond to customer inquires and anticipate customers' needs. The KnowDev software suite includes Builder for training course, simulation and quiz authoring, Manager for e-Learning administration; Student for e-Learning delivery; Reports for knowledge monitoring and tracking; and @nswer for customer self-service and customer e-Learning. With more than 15,000 users worldwide, Knowlagent's customers include leaders in consumer products, outsourcing, telecommunications, finance, insurance, travel, media, e-commerce, technology and utilities. For more information on Knowlagent, see the company's Web site at http://www.knowlagent.com.