1s
t QQ
ua
rte
r RR
ev
iew
2n
d Q
Qu
art
er R
Re
vie
w
Se
ss
ion
22
Knowlagent
Knowlagent is an e-learning system that SC / ITS team for global integrated CRM
integrates with existing Work Force Delivery. Greenock has developed an IT solution
Management and Telephony systems to that enables Knowlagent hosting the tool and
enable the delivery of customised, interactive the Nordic team have developed
training material to CSRs (Customer Service customised content that helped
Representatives), according to reduce their average call handling
their schedule and call volume, and time by 4.28%. IMBPD in Greenock
therefore increasing agent will be the first of a number of
utilisation. Next to the training worldwide locations to roll out
capability, Knowlagent also offers a Knowlagent with expected savings
variety of communication of just under $1.4 million over the
features that help streamline next 5 years, on top of increased
the flow of information within quality of service and employee
a team. Knowlagent has been satisfaction.
successfully piloted by the Nordic
Inno
vat
ion and b
Problem d
efinition:
enefits: W
e were
challen
ged to
pilot the
We
came u
I
e-learn
ing tool 'Kno
wlagen
t' for the
T
p w
an
ith a t
d op
e
a
r
i
at
lor
iona
ed s
l p
ol
r
u
ob
tion f
lems
or the
.
global
CRM t
eam’s t
raining
comp
etency
Su
ccess:
t I
M
BPD
V
strategy
.
arious t
eams a
Af
te
r the s
uc
ces
s o
f the p
ilo
invo
cro
lve
ss I
is
goi
ng
to
im
pl
emen
t Kno
wl
ag
en
t f
or
d
B
in
M w
cre
o
a
rldw
ide
we
re
As the t
ool is hos
ted by
Knowl
agent w
e
The b
ting
ou
al
l t
eams
. ene
r ta
fi
i
t
l
s
o
ar
red
e that:
so
luti
on.
had to
find as
olution
to inte
grate w
ith
existing
systems w
ithout co
mprom
ising
o
Se
ve
ra
l t
eams i
n the U
S an
d I
nd
ia ar
e
ut
ion
.
We
can p
rov
ide on
IBM s
ecurity r
egulat
ions.
For the p
ilot we
also p
rep
ar
in
g to im
pl
ement the sol
tied
i
goi
n w
ng
ith op
tra
in
e
ing

had an op
erationa
l targe
t to red
uce
o
Ov
er
the ne
xt
5 y
ear
s Kno
wl
ag
en
t w
ill
O
rat
ur
iona
so
lu
l ne
tion can b
eds
.
averag
e call
handlin
g time
.
gene
ra
te
a
bout $
1.4
m
io sa
ving
s
nes
s ca
se
.
temp
e
la
us
te
e
to
d a
su
s a
ac
cor
di
ng
to
the b
us
i
o
it
O
o
p
t
e
h
r
e
at
r b
iona
usi
l t
ne
a
sse
r
la
ge
s.
rg
t o
ely
f the p
ex
ce
i
eded
lot w
.
as
23
Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24