At the core of our quality methodology is our innovative and proprietary application, KnoahsARK. It is a cloud-based, mobile-compatible reporting and analytics solution that provides multi-layered insights for program, team and agent performance and enables the various roles that exist in our organization to enter, share, and report on data in a variety of areas within our day-to-day operations.
Analyze and decide
Enhance customer experience
Manage Multi-site environment
Improve processes and practices
Knoah clients also have a role and access into KnoahsARK that enables them to have visibility into our operations and also to provide direct feedback and information that helps to speed communication on issues before they become potential problems. Customizable dashboards and charts will helps to drill down and determine the root cause of issues and opportunities affecting the customer experience. It enables our managers and clients to quickly identify gaps and opportunities for optimizing performances of people, process and technology in their contact center to enhance customer experience at a lower cost.
The customizable dashboard allows managers to see their team’s performance at a transactional level
They can view trends by setting flexible timeframes from a daily or weekly view to a 3-month or a 6-month view and up to a 1-year view with the ability to drilldown into individual team members to assess their performance.
Every employee, down to the agent level, has access to KnoahsARK 360, giving them their own performance score from the previous day, daily, weekly and up to the last four weeks. As soon as an agent logs in, they have access to the agent dashboard. They are able to see their schedules, attendance records, quality scores and other KPIs. It eliminates the need for them to wait until their managers provide them with their scorecards.
- Multi-channel reporting
- Operations metrics
- KPIs across multiple levels
- Workforce management
- Rewards & recognition
- Pay slips
- Quality scores