Magazine article CRM Magazine

Sunny Skies for Knology: Impact 360 Helps to Forecast Warmer Service for a Southeastern Telecom's 'Snowballing' Contact Center

Magazine article CRM Magazine

Sunny Skies for Knology: Impact 360 Helps to Forecast Warmer Service for a Southeastern Telecom's 'Snowballing' Contact Center

Article excerpt

Knology, a telecommunications provider, supplies interactive communications services to the sunny southeastern United States. Dark storm clouds, however, were looming over the company's contact center in Augusta, Ga. Knology's commitment to customers had led to impressive growth since the company's mid-1990s birth, but with new business comes new problems: Call volume had ramped up dramatically, while the contact center's basic practices hadn't budged an inch.

"We were constantly stuck in the 'poor performance' world," says Scott Evenson, Knology's director of call center operations. With only manual practices for agent scheduling, and tape recorders for quality monitoring, Knology began to suffer low answer rate as well as agent attrition. "We didn't have a tool to find where the calls were coming from and to make staff recommendations," Evenson says. "If you can't get that right, it causes your call line to snowball."

For fairer skies, Knology deployed Impact 360 Workforce Optimization from Verint Witness Actionable Solutions (VWAS). Evenson admits that the price was "not an easy pill to swallow." Getting the go-ahead meant promising payback through staff reduction and lower employee turnover. Today, Evenson says, "We've paid it back tenfold, easily."

Oscar Alban, principal global market consultant for VWAS, calls Knology a great example of a successful workforce optimization initiative: After only two months--during which the single road bump was ensuring data flow--Impact 360 was off and running. As with any new business practice, agents displayed early resistance, but as soon as the company began to see some success the implementation found some fair-weather friends.

Knology used key performance indicators for both agents and supervisors to measure accuracy and progress. Performance is aided by a streamlined approach to training. Previously, Knology had to pull agents from their phones. …

Search by... Author
Show... All Results Primary Sources Peer-reviewed

Oops!

An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.