Knoah eMail

Email is a contact center channel that is often viewed as a good fit for offshore handling due to the less interactive nature of email and the ability to avoid language issues that sometimes cause problems in voice or chat channels.

Unfortunately, many companies struggle to provide good customer satisfaction through offshore email because they don’t understand the best practices required to deliver high quality support. Knoah has delivered award winning email support since its inception because we understand how to balance response time, productivity and quality.

Here is what you’ll receive as a Knoah Email client:

	Agents are hired and trained specifically to deliver excellent results in the written environment of email.
	Dedicated Email QA Specialists provide vital feedback to agents to drive continual improvement.
	We help our clients analyze their email traffic to look for ways to redirect requests that are not appropriately handled through email.

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

	Custom Dashboard access to dozens of real time and ad-hoc reports across all email related metrics.
	Live monitoring of agent email in real time via screen captures.
	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, etc.