Ralph Barletta, Knoah Solutions’ executive vice president and co-founder, and Sue Peyer, the director of national sales quality and process for Cox Communications, will soon be speaking about the importance of quality assurance in the workplace. Cox Communications, a user of the TotalAssure QA system that Knoah offers, is a strong example of how quality assurance can further improve the trajectory of a company’s customer service efforts.
The 16th annual Call Center Week Conference and Expo is scheduled to take place from June 15-19 at The Mirage in Las Vegas. Featuring prominent leaders in the call center industry, Barletta and Peyer will be in good company as they speak on what TotalAssure QA and other Knoah products can offer companies looking to build on their communication centers in a presentation called “Case Study: Quality is the Cornerstone of a Great Customer Experience At Cox Communications.”
According to the ATG Global Consumer Trend study, nearly 90 percent of consumers enjoy the use of live chats when they interact with companies and brands. This fact was supported in an annual survey where 90 percent of consumers claimed they prefer live chats to voice or email quality assurance interactions. Respondents also claimed that the most important part of a successful transaction is for the agent to be knowledgeable and quick with their responses.
Barletta and Peyer will touch on the benefits to offering customers an opportunity to chat with an agent, in real time, and the differences between mobile, proactive and predictive chat uses. Since working with Knoah Solutions, Cox Communications has seen a 15 percent increase in agent quality scores and have saved managers up to 6 hours a week in delivering quality assurance results.