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serviceServices – Back Office

Many of our clients rely on us to deliver on a wide range of complex tasks that require efficiency and the highest possible accuracy at an affordable price. We have successfully scaled to hundreds of agents for short term projects without sacrificing quality in our results. At Knoah, you can be confident that every back office project will deliver results that exceed your expectations.

Here is what you'll receive as a Knoah client:

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  Agents are hired and trained specifically to deliver the highest
Quality with the best productivity in the business.
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  We develop Custom Applications that help make agents more Productive and accountable in a mixed transaction environment
 
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  Dedicated analytics support to help identify, troubleshoot and Repair problems in productivity and quality.

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 adhoc reports across all metrics
  • Live monitoring of agents 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 Quality, AHT etc.
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News & Events

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Events

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  • 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.