Banner
serviceServices - Email

Email is a contact center channel that is often viewed as a good fit for offshore handling due to the less interactive nature of email and the ability to avoid language
issues that sometimes cause problems in voice or chat channels.

Unfortunately, many companies struggle to provide good customer satisfaction through offshore email because they don’t understand the best practices required to
deliver high quality support. Knoah has delivered award winning email support since its inception because we understand how to balance response time, productivity
and quality.

Here is what you’ll receive as a Knoah Email client:

bullet
  Agents are hired and trained specifically to deliver excellent results
in the written environment of email.
bullet
  We help our clients analyze their eMail traffic to look for ways to Redirect requests that are not appropriately handled through email.
 
bullet
  Dedicated Email QA Specialists provide vital feedback to agents to drive continual improvement.

Above all we provide Full client access and use of the KnoahsARK agent performance management tool which includes:

  • Custom Dashboard access to dozens of real time and ad-hoc reports across all email related metrics.
  • Live monitoring of agent email in real time via screen captures.
  • The ability to perform real-time QA and calibration online with KnoahsARK. We can develop quality criteria for evaluations or use/modify existing forms.
  • Blended, custom scorecards that allow stack ranking of agents on multiple KPI’s including, QA, AHT, CSAT, FCR, etc.
upcmng-eventicon
upcmng-eventicon

News & Events

×
  • new-img1

    Dummy Text Here

    Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent in nisl sed sapien auctor luctus ac a massa. Vivamus ac nibh turpis. Fusce fringilla tempor sapien, a condimentum leo gravida et. Vivamus elementum, mi at tincidunt gravida, lorem nibh semper augue.augue.

  • new-img1

    Dummy Text Here

    Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent in nisl sed sapien auctor luctus ac a massa. Vivamus ac nibh turpis. Fusce fringilla tempor sapien, a condimentum leo gravida et. Vivamus elementum, mi at tincidunt gravida, lorem nibh semper augue.augue.

  • new-img1

    Dummy Text Here

    Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent in nisl sed sapien auctor luctus ac a massa. Vivamus ac nibh turpis. Fusce fringilla tempor sapien, a condimentum leo gravida et. Vivamus elementum, mi at tincidunt gravida, lorem nibh semper augue.augue.

Events

×
  • ccw-new-logo

    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.