KnoahsARK

Web-Based Dashboards

The KnoahsARK Dashboard provides all users (agents, supervisors, managers and clients) with a browser-based interface to access all of the application modules. Built on web 2.0 technology, users can easily customize views to ensure their most often used information is readily available to them.

Contact Recording/Screen Capture

IP-Based call recording and screen capture is a core component of KnoahsARK. Recorded data is vital to assess a contact center’s quality and performance, which in-turn directly impacts customer satisfaction levels. Further, recording is a must-have for clients that need to meet legal compliance requirements. Knoah records 100% of all calls we take for clients.

Quality Management

The KnoahsARK Quality Management module enables the review and evaluation of agent performance during customer service and support transactions (voice, chat, email, and back office). The Quality Management module takes advantage of KnoahsARK's multi-channel recording and archiving capabilities, so you can evaluate voice and esupport transactions. The module supports any number of forms and evaluation elements. In addition to the quality review capabilities, we also support calibration of quality reviews between Knoah and its Clients so we insure that everyone stays in synch on how to perform reviews.

Performance Management

KnoahsARK Performance Management enables Knoah and its clients to create customizable, role-based scorecards and dashboards to measure the performance of all agents, queues, teams, groups, sites and lines of business supported by the contact center. Users can customize KPIs, metrics, goals and alerts to meet client objectives.

Reporting

In addition to the performance management reporting, KnoahsARK also supports dozens of additional standard reports that allow Knoah to share up to the minute information and trends across other areas of the project. We can easily extend these standard reports with any custom reports and data that are required by the client.

• Performance Threshold
• Balanced Scorecard
• DSAT Analysis
• Performance Summary
  
  

Remote/Off-site Monitoring

In addition to letting our quality specialists and supervisors evaluate transactions that have already occurred with our Recording with Screen Capture tool, KnoahsARK provides real-time, remote Silent Monitoring with Screen Capture that gives authorized users permission to listen to agent calls as they happen from anywhere in the world using a standard web browser.

Coaching

Provides supervisors with an automated framework for building personalized agent training programs using quality and performance data from the KnoahsARK suite and other call center applications. This tool identifies specific agent performance issues across multiple KPIs, explains their underlying root causes, provides a performance improvement plan and addresses follow-up.

eLearning

Serves as a repository for eLearning and coaching content in the form of audio, video, call snippets, docs, e-support transactions, etc. This module also supports the creation, delivery and scoring of quizzes to insure agents are understanding the training that is being delivered.

IVR Surveys

KnoahsARK has a module that allows us to insert pre or post-call surveys into the customer call flow through our IVR. The survey module allows multiple forms that can be dynamically served to customers based on the context of the call. Most importantly, every survey is linked back to the original call recording for detailed post call review.

Speech Analytics

This module enables Knoah supervisors and management to perform “precision monitoring” on keywords or phrases in the repository of recorded calls stored in KnoahsARK. This detailed level of refining recordings for the quality monitoring pool provides an extremely effective way to gather the best recordings for quality purposes, which in-turn enables us to be more effective in serving our clients. Additionally, the speech analyzer supports ad-hoc reporting to drill down on recorded calls for root cause analysis.