Listen at your desk or download to your iPod.  

Featuring Penny Reynolds and Maggie Klenke, founding partners of The Call Center School; and by Lee Ann Wimberly, Marketing Director of Knowlagent.   Hear them as they discuss innovative ideas in hiring and e-learning.

Podcast 1: The Power of Real-Time Delivery - Using Agent Idle Time to Improve Service
	Even the best-managed and busiest contact centers experience unexpected downtime without calls. Using this idle time productively will improve agent satisfaction and service quality while reducing agent-related costs. Delivering real-time, targeted training, coaching and communications during slow periods can alter your contact center’s dynamics – boosting productivity, quality and customer perception. Join Donna Fluss of DMG Consulting and Matt McConnell with Knowlagent in this podcast that outlines the business case for performance and presents a framework to assess how real-time delivery can benefit your organization.
Podcast 2: Using Agent Idle Time to Improve Enterprise Performance and Profitability
	Agents are well-equipped to handle a variety of operational tasks. Why limit their expertise to the contact center when they can handle other work activities when call volume is low? Leading centers are putting their agents to work during idle time by using emerging workflow-enabled applications that identify agent downtime and deliver work items and tasks to fill those idle periods. Learn about real-time work allocation and ideal contact center ‘fill-in’ work in this podcast featuring Donna Fluss of DMG Consulting and Matt McConnell with Knowlagent.