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Knoah’s strong analytical capabilities help a US Cable telecommunications giant improve KPIs for the chat channel

The Problem:

The client was frustrated by the chronic underperformance of an existing BPO provider on their technical support chat channel. Specifically they were not able to move KPIs like CSAT/DSAT or FCR into acceptable ranges. They attributed the lack of progress to:

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Knoah enables a multinational networking and telecommunications equipment and services company to deliver omni-channel customer support offerings including social engagement and ecommerce support in North America

The Problem:

The client was already offering voice and e-mail support channels to its customers in North America through an outsourced contact center. Anticipating the demands that business growth would put on their customer support channels, the client was interested in exploring whether there might be a more flexible service provider with the ability to deliver a full range of contact center engagement options for their customers at possibly better rates...

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Knoah enables an American language learning software company with millions of customers in more than 150 countries to offer improved multi-channel customer support

The Problem:

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...

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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.