KnoahsARK 360 Suite
Cloud-based mobile compatible contact center reporting and analytics solution powered by on-demand Business/Speech/Text Analytics and decision making
KnoahsARK Data Connect
KnoahsARK Data Connect gathers information on every customer interaction across multiple data sources, and collects it into a single database for analysis and evaluation. KnoahsARK 360 integrates numerous company systems into a single feedback source. The solution unifies the performance of different business software, locations and company levels. The Knoah team carefully evaluates current operations and discovers what information is crucial for customer satisfaction success. It integrates different data elements that underlie consumer engagements such as duration of calls, agent quality, customer satisfaction, conversion rates, first call resolution or social media trending, and all other relevant performance metrics. The system can also integrate internal employee data such as attendance, pay slips, coaching and training information to support better analysis of performance down to the agent level.
KnoahsARK Reporting gives you immediate access to the benefits provided through complete visibility into your contact center operations. KnoahsARK Reporting 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.
Knoah clients also have a role and access into KnoahsARK Reporting that enables them to have visibility into our operations and provide direct feedback and information that helps to speed communication on issues before they become potential problems. Customizable dashboards and charts 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.
KnoahsARK QA module enables the recording, review and evaluation of agent performance during customer service and support transactions (voice, chat, email, social media and back office). The QA 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 ensure that everyone stays in sync on how to perform reviews. KnoahsARK QA supports a lifecycle management process that ensures each agent is evaluated on their individual strengths and weaknesses and are provided with targeted coaching and training that is customized to their needs.
KnoahsARK Analytics - From Interaction to Action, Analytics is a big differentiator. Research studies show that almost two-thirds of contact center stakeholders agree that analytics is a big differentiator in delivering customer and its impact will keep increasing. However, not many have made it an integral part of their delivery process. Analytics is powering right blend of people, process and technology and is driving performance goals of delivering highly positive customer experience.
At Knoah Solutions, we have always considered analytics as a key component of our service delivery. Starting from basic to advanced, our analytics methodologies deal with customer transactions at multiple levels giving actionable insights that are tied continuously into strengthening our processes and practices. We have been supporting our clients with different levels of analytics based on specific program needs.
The KnoahsARK Analytics module is mapped to both voice and non-voice channels of customer experience.
- Text Analytics
- Speech Analytics
- Business Analytics
Text analytics of Chat, Email and Social Media
Our text analytics solution indexes, searches and identifies predefined and business-centric key words or phrases. These predefined words/phrases can be oriented around business drivers like competitive references, churn/cancellation requests, legal threats, etc., or they can be words/phrases that denote positive or negative sentiments that are occurring or they could simply be identification of common issue types that might require supervisor attention. Text analytics combined with next-best-action scripts help in reducing call handling times, improve first contact resolutions and reduce customer churn.
Our Text Analytics Solution for Chat, Email and Social Media channels offers the following:
- Text Mining
- Trending Topics
- Content Analysis
- Sentiment Analysis
- Root Cause Analysis
- Context Analysis
- Qualitative Data Analysis
- Statistical Analysis
Speech analytics enables Knoah supervisors and management to perform “precision monitoring” on keywords or phrases in the repository of recorded calls stored in KnoahsARK. It provides a detailed level approach to refining recordings for the quality monitoring pool. Additionally, the speech analyzer supports ad hoc reporting to drill down on recorded calls for root cause analysis. In addition to keyword/phrase identification, the technology can also identify emotional events such as conversation overlaps, tone amplitude and silence. These activities can all be indications of a troubled call. Once identified by the system, the result is typically provided in the form of an alert to supervisors when the predefined target concepts are identified. These alerts help supervisors to monitor, intervene, guide & coach agents and deliver next-best-actions and necessary resolutions.
Knoah's business analytics solution gathers information on every customer interaction across multiple data sources, and collects it into a single database for analysis and evaluation. Knoah's proprietary tool, KnoahsARK 360, has the ability to collect data on contact center activities, allowing organizations to spot trends in customer preferences and challenges from a transaction centric perspective. Real-time insight into daily interactions is the key to understanding customers and improving agent behaviors in a comprehensive and proactive way. A complete picture of transaction consistency and completeness helps managers locate opportunities to improve business services. This builds more effective and satisfying support strategies for the agents through training and coaching.
Our solution also offers comprehensive KPI reporting tools, customizable reports and mapped analysis ranging from root cause analysis, fish bone analysis to deep dive analysis with six sigma methodology.
KnoahsARK Insights module is an on-demand feature that gives our clients customized reports with actionable insights generated from various analytics. It involves corrective actions, outcome oriented actions, voice of customer process management, segmentation, opportunities, behavior forecast, etc.
KnoahsARK Decision Module is an on-demand feature that gives tailor made recommendations to our program managers and clients. It involves proactive solutions, capacity planning, customer journey process planning, etc. It also brings up different scenarios and corresponding actions to enable the decision maker to make the right decision.
RightData, RightAnalytics, RightInsights, RightDecisions
KnoahsARK Data Connect
Data aggregation from multiple sources/systems/repositories into a centralized database
Chat/Email/Social Media Analytics Speech Analytics Business Analytics
Reporting/Multi-layered dashboards and drill-down data representations
Actionable Insights based on relevant analytics outcomes
Quality Management for evaluation, scoring, coaching of filtered samples
Decision making based on accurate, unbiased and actionable insights
KnoahsARK 360 helps you to:
View performance across all roles and management levels
Reduce cost by 1000% for text analytics (automated vs. manual)
Higher customer satisfaction at lower cost
Achieve accurate and actionable Insights
Make sense of data leading to better decisions
Manage Staffing, Training, Learning
Integrate disconnected data points into a central repository
Making sense of data
Contact centers are no longer just in the business of providing help desk and support. Today, they are responsible for delivering customer experience through multiple touch points. The customer transactions that were just numbers are now becoming packets of data points to map customers’ behavior and preferences, ultimately leading to higher customer satisfaction and increased sales at a lower cost.
As digital support solutions become more commonplace, the ability to collect and analyze data from contact center operations is paramount for maintaining a competitive edge in any industry. While many companies recognize the importance of reporting and analytics for right decision making, not every organization knows how to utilize the information it collects or where to look for consumer insight. Throughout various industry studies, a common challenge companies are frustrated with is an overall lack of expertise and tool support within the organization to get value out of the data that is collected and building a process that turns information into decisions in a meaningful way.
KnoahsARK 360 suite is a cloud-based mobile compatible integrated reporting software powered by data/speech/text analytics and provides on-demand insights for right decision making. It covers the entire lifecycle of data – from data aggregation to data reporting, analyzing and decision-making