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.