Resources

May 6, 2021

Case Study: Improving Customer Service Quality with KnoahsARK 360

We leveraged our proprietary analytics and reporting platform, KnoahsARK 360 to support our dedicated Quality Assurance team in delivering quality and performance improvements. … READ MORE
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March 31, 2021

Case Study: Customer Service Email Solution

In our partnership with a high end beauty brand, we implemented an AI technology solution to help associates handle emails faster and improve productivity going into their holiday ramp season.… READ MORE
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March 9, 2021

Case Study: Customer Service Sales Solution

Leveraging your contact center to drive sales and loyalty is important in providing a positive ROI. By segmenting the needs of your program with specific hiring profiles, we are able… READ MORE
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February 4, 2021

Case Study: Workforce Management

Leveraging a Workforce Management solution is crucial in realizing operational efficiencies and cost savings. We partner with some of the biggest brands in the world to provide Workforce Management solutions,… READ MORE
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November 19, 2020

Case Study: Technical Support

Brands today strive to create high quality, seamless tech products, with a customer service strategy to match. Not only does this mean providing a personalized customer experience for customers who… READ MORE
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September 17, 2020

Case Study: Smart Home Automation

Smart home automation is a growing industry in this age of technology. If someone had told you 20 years ago that you could leverage smart technology in your home to… READ MORE
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June 25, 2020

Thought Paper: Content Moderation in the Contact Center

The content moderation solution market is expected to reach a valuation of nearly $12B USD by 2027. With the exponential increase in user-generated online content, there is a growing need… READ MORE
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June 3, 2020

Thought Paper: Employee Retention and Self-Service Technology in the Contact Center Industry

Attrition rates among frontline agents are double, sometimes triple, that of other industries, averaging between 30% to 45%, and this attrition does not decrease simply with wage increases. In fact… READ MORE
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May 12, 2020

Case Study: Technical Implementation and Speed to Production Expertise

During a recent Intouch@Home launch with a complex client partner, we showcased our technical expertise to configure a Salesforce implementation that met the client’s needs in less than four days.… READ MORE
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April 22, 2020

Case Study: Virtual Program Launch

We transitioned an on-campus customer service program launch for a new retail partner into a 100% virtual launch in one week, after original implementation plans were disrupted by the global… READ MORE
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