Knowlagent's KnowDev @nswer
Knowlagent's (Alpharetta, GA) KnowDev @nswer is an optional module for the company's KnowDev 5.0 computer-based training software suite. KnowDev 5.0 enables you to send customized lessons to agents. You create these lessons using the KnowDev Builder module so that agents can receive extra training when they're not helping customers. You can also use Builder to design multimedia presentations about your company's products or services in addition to lessons for agents. Agents then use KnowDev @nswer to send similar presentations to customers, who can view them through a Web browser at their convenience.
A technical support team from Knowlagent arrives at your site to install KnowDev @nswer. At your request, this team can modify the layout of the software. For example, you can add fields with customers' mailing addresses, phone numbers and e-mail addresses beneath the field for customers' names, as shown here. The Knowlagent team can also integrate KnowDev @nswer with your customer database, enabling agents to view information from customers' records from the KnowDev @nswer screen.
You need to install the KnowDev Student module on agents' PCs to let them view lessons and the KnowDev @nswer screen. KnowDev @nswer displays a list of lessons that agents can choose from to send to customers. As shown here, an agent selects lessons from a menu inside the box on the left side of the screen. The lessons that the agent selects appear highlighted within the box on the right side. The customer then receives e-mail messages containing links with Web pages and an ID that they must enter to view the lesson.
Pricing for KnowDev @nswer begins at $50,000 for 100 agents or fewer. You install the software on the same Microsoft Windows NT server running KnowDev 5.0. 888-566-9457/678-356-3500, www.knowlagent.com.
Enter #161 at www.callcentermagazine.com/productinfo
RightNow Technologies' RightNow Metrics 2.0
RightNow Technologies' (Bozeman, MT) RightNow Metrics 2.0 enables you to send your customers an e-mail message that contains a survey or a link to a Web page that displays a survey. If support reps use RightNow Technologies' RightNow Web or software from Remedy or Onyx to keep track of support requests, you can configure the software so that when the agent closes a case for a customer, the customer automatically receives an e-mail message. This message can include a survey within it or a link to a Web page where the customer can view the survey. The software also lets you refer to a list of e-mail addresses to send surveys to a group of customers simultaneously.
You create surveys by composing questions and choosing specific formats for the questions in the Question Console. Question Console lets you design multiple-choice questions or leave space after each question for agents to enter their own answers. RightNow Metrics also lets you create Likert scale questions, which customers answer by selecting a rating within a range of numbers. In the example shown here, a Likert scale question created with Question Console asks customers to rate the service that they received on a scale of one to ten. With RightNow Metrics, you can include open-ended, multiple-choice and Likert scale questions in the same survey.
After customers complete surveys, you can use the software to generate a bar chart with the percentages of customers who gave certain answers to certain questions. You can also view two separate reports with a list of e-mail addresses of every customer who received a particular survey and a similar list of the customers who completed the survey. RightNow Metrics lets you export the survey response data to other databases or spreadsheets like Microsoft Excel.
RightNow Metrics 2.0 runs on a Microsoft Windows NT, Linux or Sun Solaris server. The software works with SQL database software like Microsoft SQL Server, Oracle8 and Oracle8i. The cost of a two-year license, which includes technical support and updates to the product during the license period, is $7,995. A hosted version of RightNow Metrics costs an additional $2,500 over a two-year period. 877-363-5678/406-522-4200, www.rightnowtech.com.
Enter #162 at www.callcentermagazine.com/productinfo
GMT's GMT Planet - Mercury Edition
GMT's (Norcross, GA) GMT Planet - Mercury Edition is workforce management software for call centers with 50 or fewer agents. You can use the software to forecast call volumes in half-hour increments, calculate your center's staffing requirements and generate daily, weekly or monthly schedules for agents. You can also view and print each schedule in a table with agents' names and work times or in the graphical format shown here.
The What If wizard lets you run scheduling scenarios based on changes you make to criteria such as your center's average speed of answer, the number of calls your center receives and agents' average handle times. For example, let's say that you increase your call volume by 20%. The What If wizard then displays two sets of statistics to indicate the number of agents that you need at your call center before and after the increase in call volume.
You enter the percentage of calls that you want agents to answer in a given number of seconds and another percentage value to indicate how often you want agents on the phone during each half hour. GMT Planet - Mercury Edition then determines how many agents you need to meet these goals and generates a schedule. The software lets you save individual profiles for each agent, which include each agent's preferred and available work times. The software also allows you to prioritize agents' requests based on their seniority.
GMT Planet - Mercury Edition runs on PCs with all current Windows operating systems. The software costs $10,000, but the first 500 customers receive a complimentary copy as part of a special promotional offer. 770-416-6000, www.gmtcorp.com.
Enter #163 at www.callcentermagazine.com/productinfo
Ulysses Learning's CallMentor Suite
Ulysses Learning's (formerly Ulysses Training; Davidson, NC) CallMentor Suite provides three multimedia training modules for agents and supervisors. Each simulation can run individually or as a standalone module. The ServiceMentor module allows agents to learn from their interactions with simulated customers. The CoachingMentor simulation teaches managers how to coach agents, and SalesMentor, which will be available at the end of the year, guides agents through cross-selling and up-selling.
