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Operation Management
Knoah provides its clients with a number of reports including:
Incoming Volume
Agent Volume
Queue Productivity (turnaround)
Abandonment
Volume Patterns (by the hour/ day and by agent)
Top Issues Observed in the center
Traffic patterns vs. Staffing Pattern
For Voice Transactions, Knoah provides ACD reporting, which includes:
Volume reports: Offered, Answered, Abandoned, AHT, ABD %, Service Level and ASA.
Agent reports: Calls Answered, AHT, Hold Time and other individual agent metrics.
Knoah's proprietary system, KnoahsARK™, provides a number of operational measurements by capturing and monitoring, and providing feedback to our agents servicing customer support requests. Knoah utilizes a dedicated reporting team that data mines all available reports for trending analysis in all operational areas. Some of these operational reports include:
Quality Assurance - measured and reported in daily, weekly, and monthly increments
   
Volume Trends
 
Forecast Accuracy
   
Handle and/or Processing Time
Knoah will make the above reporting available on a daily, weekly, and monthly basis as part of our standard reports package. We will also provide ad-hoc reports as necessary. During implementation, reporting needs and timing will be determined in detail. Information that we collect locally on quality or other productivity metrics is made available to clients via direct, secure access to Knoah's reporting servers, or via regular email of files.
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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.