Case Study: Improving Customer Service Quality with KnoahsARK 360

Providing a quality, positive experience to your customers at every touch point creates satisfied, loyal customers who are more likely to purchase from your brand again. That’s why leveraging technology and people to monitor and manage the quality of your customer care interactions is so important. In our partnership with one of the world’s largest producers of electronic devices, we ... Read More

Quality Assurance in the Contact Center

Providing a quality, positive experience to your customers at every touch point creates more satisfied, loyal customers who are much more likely to purchase from your company again. Studies show that 49% of American consumers switch companies due to poor customer service. In fact, 47% of customers say they’ll stop buying from a company if they have just one subpar ... Read More

Content Moderation : Leveraging Technology to Enhance Performance

In our most recent blog post, we discussed the importance of employee wellness initiatives in the contact center, when it comes to supporting content moderators. In addition to these wellness initiatives, companies should be investing in innovative solutions and technology to enhance overall performance.   PERFORMANCE One of the biggest challenges that companies and content moderators face is in their ability ... Read More

To QA or Not to QA: That is the Question

We all know that offering quality service is paramount to customer satisfaction. But brands today don’t always see eye-to-eye on the true function of Quality Assurance (QA) and how the process should be executed on their programs. Below we break down three statements about QA in the industry and highlight both the pros and cons that some of the largest ... Read More