TMCnews Featured Article
March 30, 2012
KnoahSoft Quality Monitoring Drives Market Differentiation
By Susan J. Campbell, TMCnet Contributing Editor
The contact center is so much more than just an interaction point between the customer and the company. Today, this important division within the company is responsible for managing the customer experience. The key differentiator for any company is in how well their contact center agents are able to handle the customer experience. Optimal performance is often the result of quality monitoring.
To tackle this issue and guide others in the industry toward excellence, KnoahSoft’s (News - Alert) Vice President, David Lewy, was on hand for the Contact Center Online Summit event, March 13th – 15th. His focus included the proper management of the customer experience and how it can easily result in increased profits, performance levels and employee engagement. He also stressed the importance of harnessing customer feedback, and turning it into business intelligence to take the organization to the next level.
To that end, KnoahSoft offers the Harmony 3.0 solution, designed specifically to help businesses improve customer satisfaction, while also increasing operational awareness. Through its quality monitoring capabilities, KnoaSoft is providing formal and informal IP-based contact centers with a solution that is both low in cost and Web-based.
The solution was built from the ground up to leverage VoIP, supporting performance management, quality monitoring and call recording. A collaborative work environment is built by providing contact center leaders with the information they need to do their jobs.
Calls, emails and chat sessions are ready for review in a PCI (News - Alert)-compliant, open-reporting framework that is services-oriented. Advanced reporting and real-time dashboards reduce liability risks and operating expenses, while also improving the effectiveness and satisfaction of the contact center staff. Web 2.0 is inherent in this quality monitoring platform to strengthen the bottom line and enhance the overall experience for the customer.
Quality monitoring with KnoahSoft allows for the effective management of business operations with real-time and even offline data. Agent performance and quality is improved through the capture of business data through surveying, voice recordings and speech analytics. In a collaborative environment, contact center supervisors can positively support agents with messaging, monitoring, eLearning and coaching modules.
Agents within the contact center environment generally have a clear direction on performance expectations, but do they have the tools to consistently drive improvement while optimizing the customer experience? With quality monitoring in place, supervisors can effectively coach agents on what they do well, and where improvements could have a positive impact.
KnoahSoft provides the necessary quality monitoring tools to create a positive environment, enabling the contact center to achieve that quality differentiation in the market that so many consumers demand.
Edited by Jennifer Russell
Internet Telephony Magazine
Click here to read latest issue
CUSTOMER 
Cloud Computing Magazine
Click here to read latest issue
IoT EVOLUTION MAGAZINE
