Knoah enables an American language learning software company with millions of customers in more than 150 countries to offer improved multi-channel customer support
A leading telecom carrier was looking to improve its retail customer service quality program. The customer types include Pre-Paid, Post-Paid, Data, and High-Value. Customer Service interactions were handled by 18 different vendor locations serving 12 different languages. The existing QA program was inconsistent and inadequate in measurement with a lack of actionable insights for effective coaching purposes...