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Operation Management

At Knoah, we know that customer satisfaction and quality require more than just hiring and training the best and the brightest: they require seamless communication tools, ongoing quality improvement initiatives, and a host of other important services that ensure that your customers are receiving the world-class service and responsiveness they deserve.

Knoah's Quality assurance objectives are clear and consistent-identify the details of
each and every agent transaction by:

Focusing on the identification of issues and problems.
   
Group and/or individual assessments that resolve any issues or problems and continue with post-assessments to ensure all necessary resolutions and changes stick.
 
Comprehensive and fast feedback turnaround time.
   
Agent retraining, if needed.

Knoah uses comprehensive data to drive our transaction assessments. Our recording and monitoring platform allows us to identify customer satisfaction issues, provide feedback on every aspect of any troublesome transaction, and react appropriately in near real-time. Our quality processes and procedures give us the whole picture of a transaction - not just a portion - and give us a stronger ability to measure customer satisfaction survey results. Armed with our quality measurements, we can provide a much quicker timeframe for issue resolution than that of our competitors.

To accomplish our quality assurance objectives, our detailed process includes:
Dedicated full time QA analysts.
   
Quality scores are recorded and reported using our proprietary software, KnoahsARK™, and results are shared with management team for use in compensation computation and remedial efforts for individual agents.
 
Custom quality metrics are aligned with client goals and objectives.
   
KnoahsARK™ quality assurance tool is comprehensive and enables Knoah to evaluate email, chat, and voice transactions in detail so that we can better respond to the needs of your customers.

Internal Communication:

Knoah agents receive daily feedback from team leads, as well as participate in weekly feedback forums that discuss the trends and processes in the industry.

External Communication:

Calibration sessions are carried out between the Knoah quality team and our clients' quality team or representative to ensure each and every quality guideline lay out has been addressed.

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News & Events

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Events

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    CCW

    17th Annual Call Center Week 2016
    (Conference + Expo)
    June 27 - July 01, 2016
    The Mirage, Las Vegas, Nevada

    • The Evolution Of Chat: A Case Study

      Abstract:Knoah & our Consumer Electronics client will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today.
      This presentation will discuss a variety of methods our client uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Knoah Solutions, will share its best practices in managing the chat agent population.