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serviceServices - Voice

Knoah’s award winning voice solutions for contact centers blends highly trained agents with seasoned supervisors and proactive leadership team to insure that your cus
tomers get the best possible resolution to their issue the first time they call. Combining this strong operational foundation with a scalable and redundant VOIP infra
structure and state of the art agent performance management technology (KnoahsARK) ensures long term success for your outsourced program.

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

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  Agents receive in depth and ongoing
soft skills and accent neutralization training
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  Dedicated Subject Matter Experts (SME’s) that assist with
escalations, training, and knowledge base development.
 
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  Dedicated Quality Analysts frequently review and
deliver targeted and individualized coaching to each agent
on areas for improvement.
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  Turnkey or integrated deployment of
Call handling and IVR implementation.

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

  • 100% Recording of all calls including screen captures.
  • Live monitoring of agent calls in real time.
  • Speech analytics to support word/phrase spotting and process compliance.
  • Post call IVR survey support to measure CSAT and link it back to the recorded calls.
  • Custom Dashboard access to dozens of real time and ad-hoc reports across all voice related operational metrics.
  • 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, Conversion, 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.