AIM technology and Knowlagent® Partner To Provide Actionable, Real-Time Direction Into What Agents Need To Do To Improve Performance and Attain Business Objectives (email this article)

Chicago, IL, August 27, 2003 —AIM technology (Company Profile, Past Stories, Case Studies), a leading enterprise analytics provider for the contact center, and Knowlagent, the exclusive provider of software solutions that build best performers fast, announced today at the International Call Center Management (ICCM) Expo in Chicago an alliance that will allow AIM technology’s solutions to be integrated into Knowlagent’s Agent Performance Solution. Knowlagent will embed a customized version of AIMCallÒ into its core product suite, which will be branded as Knowlagent Scorecard.  Scorecard is the only customer service center-specific solution that delivers a Learning Break™ to the agent’s desktop when it identifies a gap in performance. Scorecard increases the speed and magnitude of performance improvement because agents are no longer required to deduce what action to take on their own to be effective.

Scorecard visually presents agent knowledge gaps as they relate to the attainment of business objectives, allowing customers to link direction (tell me what to do) and capability (show me how to do it) to remedy agent shortcomings. Scorecard allows customers to provide clear direction to their agents by addressing each individual’s unique skill and knowledge gaps and clearly communicating what needs to be done to improve performance.  Once gaps are identified, Knowlagent helps customers build agent capability and confidence by delivering high-impact, customized content directly to the agent’s desktop during workflow downtimes.

Knowlagent's Agent Performance Solution integrates with every major ACD, workforce management, and quality monitoring system to leverage previous technology investments. Through its patented integration engines - RightTime and RightContent™ - Knowlagent identifies individual agent performance gaps and skill deficiencies and addresses them by delivering high-impact, customized content directly to the desktop during forecasted and un-forecasted workflow downtimes.

The most significant benefits to the agent of the combined AIMCall’s Analytic application and Knowlagent’s Agent Performance Solution includes:
§       Displays top, most important 3-5 key performance metrics critical to achieving the organization’s business objectives providing clear focus and priorities to the agent.

§       Allows the agent to view his/her performance on key metrics at the start and end of a shift ensuring awareness of goal attainment status and what is necessary to change and improve performance.  

§       Provides the agent with not only status, but also with guidance on how to improve specific performance areas.

§       Provides the agent with the answer to the question ”now what do I do?” eliminating the need for the agent to deduce the data into action.

§       Clearly links and correlates the completion of learning events to individual performance improvement, enabling Learning and Development to assess the effectiveness of their courses.

AIM technology’s contact center analytic solution AIMCallÔ, allows you to measure in real time all facets of your organization without separate reporting tools for customer service, sales and collection. The data warehouse architecture allows you to easily identify key performance trends across time, personnel and different work groups. Because performance optimization combines business intelligence (BI) with performance methodologies, processes and metrics, enterprises can use AIMCall to leverage current systems and gain insight into their business for competitive advantage and improved customer service, particularly by beginning a performance management initiative within the contact center that can grow throughout the enterprise.


“The alliance with AIM technology will allow us to offer enhanced performance measurement capabilities to our customers, said Rusty Gordon, CEO of Knowlagent. “Combining this capability with our award-winning solution takes customer service center effectiveness to a much higher level, giving both agents and management a way to align performance with overall business objectives.”

“Identifying the root causes of performance issues is not enough,” said AIM technology CEO Tony Hayward. “Organizations are looking for ROI through cost reduction and higher customer satisfaction. To do that, agents must have the tools and training they need. With AIMCall, agents have access to their own performance figures and are able to track daily goals and objectives and contact center managers can quickly see where gaps may be. This, combined with targeted e-learning delivered via the Knowlagent product will provide the marketplace with the ideal combination of technology to promote continuous improvement within the contact center.  That’s why this alliance to provide e-learning capabilities with AIM’s analysis functionality makes perfect sense."

About AIM technology
AIM technology delivers enterprise analytic applications for strategic business decisions. AIM technology’s solutions provide unique business intelligence from multiple data sources for increased profitability, performance management and efficiency of contact centers. For more information, visit the company web site at www.aimtechnology.com

About Knowlagent
Knowlagent is recognized by industry analysts as the market and thought leader for improving agent performance. Uniquely focused on improving the performance of the people who are most responsible for shaping customer relationships –customer service agents -- Knowlagent’s solution leverages existing technologies to automatically improve the performance of every agent, every day –providing the tools to understand, instruct and proactively deliver the skills and knowledge required for optimal customer service.  Knowlagent has helped leaders in financial services, insurance, telecommunications and healthcare build and sustain best performers quickly in a rapidly changing environment. As a result, our customers have achieved tangible business results fast: improved profitability, increased revenues and enhanced customer retention.  For more information, call 888-566-9457 or visit www.knowlagent.com.