TMCnews Featured Article
Harmony Offers Viable Solutions to Enhance Agent Performance
By Susan J. Campbell, TMCnet Contributing Editor
Capturing the performance of agents within the call center is an important metric focus. After all, agents are the driving force that is either producing a successful environment, or one that needs improvement. With the right tools in place, call center managers can drive agent performance for an effective environment overall.
KnoahSoft (News - Alert) offers a full range of solutions to support the call center seeking to track and improve agent performance. The company has built a strong reputation in the market by offering solutions that not only help to drive performance, but also deliver value to the organization. The company’s comprehensive suite of affordable liability recording and call center agent performance management tools can appeal to companies of all sizes.
In partnering with KnoahSoft, companies are learning the value of call recordings and agent performance management within their environments. When properly leveraged, these key deployments can help to increase manageability, lower costs, improve productivity and also help to create a collaborative environment to support both agents and supervisors.
KnoahSoft’s agent performance solutions are available in the Harmony product portfolio. With Harmony Liability Recording Solutions, you can easily solve your call recording challenges by deploying a robust solution that has proven to be affordable, flexible and scalable. The recording architecture offered in this platform supports up to 250 simultaneous conversations on a single server, and up to 500 in a delayed mode.
Harmony Contact Center Edition Solutions are designed to deliver a complete tool kit to provide the functionality and features your call center needs to ensures agent performance by recording calls and comparing them against service standards. With powerful Harmony tools, call center managers have a clear and total view of the entire center.
The Harmony Enterprise Edition delivers the necessary tools to improve customer satisfaction and overall operation awareness. This platform builds upon the features and functions delivered in the Contact Center Edition, by offering agent performance improvement tools such as coaching, e-learning and surveying application modules.
Modules focused on coaching and learning provide supervisors with an automated framework for building personalized agent training programs. These programs are designed with quality and performance data from the Harmony suite, as well as other call center applications so as to directly impact agent performance. A survey module is also available so managers can create IVR and email based surveys.
Harmony Survey invites users to effectively engage customers immediately after their interactions are complete to capture their true perception of their experience. Additionally, Harmony Speech Analytics delivers an enhanced toolset to enable enterprise and call center supervisors to perform precision monitoring on keywords or phrases.
The overall Harmony suite is a powerful toolbox for any call center supervisor seeking to monitor and improve overall agent performance.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.