Market Overview

Knowlagent's RightTime Intraday Management Technology Selected by Focus Services


RightTime, the leading intraday management solution designed for the world's 10 million call center agents, was selected by Focus Services, a call center service provider specializing in multi-product telesales and customer relationship management. Focus Services is using RightTime to transform idle time into a resource used for delivering training, coaching, communications, and other performance improvement activities to nearly 1,500 call center agents across all its locations.

Focus Services will integrate Knowlagent's RightTime technology with ClearView, a cloud-based performance management tool, to provide real-time tailored solutions to address agent improvement goals. ClearView combines robust performance management dashboards, powerful quality monitoring tools, and effective workforce management schedules all in one interface.

“Focus Services is known for providing world class customer service to its customers and their respective clientele,” said Matt McConnell, chief executive officer for Knowlagent. “The combination of RightTime and ClearView allows the company to diagnose and improve agent performance variances in real-time to drive the metrics that matter to its clients.”

“Our goal is to drive customer loyalty and strong revenue streams for our customers,” said John Porter, chief executive officer for Focus Services. “Knowlagent's RightTime technology is a key component for helping us add a new level of efficiency to preparing our agents to deliver high-value customer interactions.”

Knowlagent's RightTime technology allows business process outsourcers to meet the ongoing challenge of efficiently communicating pertinent information to their agents in order to provide the highest quality service to their customers. The need to have highly knowledgeable agents is often at odds with call center pressures to maintain service levels. RightTime's integration with ClearView provides the ability to deploy essential information tailored for agents based on real-time performance without negatively impacting service levels or incurring the additional headcount costs of scheduling these updates.

By integrating with automatic call distributors and other call center technologies, RightTime redistributes wait time intervals allowing agents to complete off-phone work from a personalized and prioritized activity queue during idle time. The result is improved agent productivity and performance.

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About Knowlagent

Knowlagent is the leading provider of intraday management solutions for contact centers. Its RightTime Technology increases agent productivity and performance by delivering off-phone activities during agent idle time. Knowlagent's solutions are on-demand, easy to use and require no capital expenditures. More than 375,000 agents and managers around the world use Knowlagent's solutions every day. For more information, call 888-566-9457 or visit us online at

Melissa Spies, 888-566-9457

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