Capturing information about agent’s interactions is essential to the improvement of your call center, and the quality monitoring industry is full of options for doing exactly that. While recording and cataloging your calls will certainly help improve call quality, a complete quality monitoring suite with support for analysis tools and coaching utilities will allow your staff to obtain even more.

KnoahSoft (News - Alert) offers a full range of solutions to support the call center seeking to track and improve quality monitoring. The organic need for quality monitoring stemmed from the company’s outsourcing sister operation KnoahSolutions, and triggered the development of software capable of providing a host of monitoring utilities to call center managers. The company’s comprehensive suite of affordable liability recording and call center agent performance management tools can appeal to companies of all sizes.

The quality monitoring solutions developed are now available in the Harmony product portfolio, which covers a number of call center quality monitoring sectors giving complete control to managers and supervisors.

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.