Keeping an eye on your call center agents is paramount to the quality of customer service and a transparent reporting and scoring program will keep every party accountable. Knoahsoft’s Harmony suite provides you with all the tools needed to hold your agents to the highest standard of performance.

In the words of Knoahsoft, the software allows call center managers to collect, assess, analyze and act on the information that’s being collected on agents. Harmony was developed from the ground up to offer VoIP enable call center reporting, in a hosted pay-as-you go model.

Harmony supports the review of calls, emails and chat sessions in a PCI (News - Alert)-compliant, services-oriented, open reporting framework. The advanced reporting and real-time dashboards reduce operating expenses, liability risks and improve contact center staff effectiveness and satisfaction.

The primary utility of any call reporting suite is its ability to listen in on calls either through metrics or voice recording or live monitoring processes. Harmony offers all of these. Giving managers the ability to not only listen, but to coach through difficult situations means agents will be supported in every action. PCI compliance means that the software will never compromise sensitive call information in the collection process.

Harmony also offers agent scorecards, which organize data into easily digestible charts with extreme granularity. Customer can decide what KPI’s and metrics they want to involve for tailored made reports that fit all needs.

There’s no way to formulate training or education sessions for your agents with actionable intelligence, and these analytics sessions are a great way to get it. By pinpointing weaknesses in your workforce processes you’ll know exactly how and where action is required. With an archive of data at your finger tips, tracking progress is a snap too.

Giving managers actionable intelligent to quickly and effectively alter the behaviors of their agents, makes Harmony a smart decision. In this case ROI could easily mean not only return on investment, but return of insight.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.

Edited by Rich Steeves