Knoah Expands QA Service Offering



Knoah Solutions, a business process outsourcing company, today launched a redesigned and rebranded customer experience and agent performance improvement offering, TotalAssurance.

"With the relaunch of TotalAssurance, we have improved on a key offering in Knoah's service offering. We've taken the best practices gleaned from over 16 years of outsourcing excellence and used that as the foundation to build a new, more comprehensive solution," stated Gina Gottardo, Knoah Solutions' chief quality officer, in a statement. "As the industry develops and technology advances, Knoah Solutions is committed to helping companies get the most out of the state-of-the-art WFO tools and techniques. By transforming TotalAssurance into a holistic performance management solution, Knoah is primed to disrupt the industry like never before."

Previously known as TotalAssure, TotalAssurance features a broader set of offerings designed to meet the needs of organizations with limited budgets, time, staffing, tools, or in-house expertise. It provides comprehensive and immediate feedback on daily results. The offering is based on Transaction Monitoring, Data Analysis, Continual Improvement, and Tools and Infrastructure. These four elements enable Knoah Solutions to provide customized performance improvement.

"No longer is third-party quality just QA; It is now complete performance management focused on customer experience," Gottardo said. "Our solutions architects provide you with a variety of options tailored to your needs using our unique approach. Technology and a highly skilled workforce are innovatively combined to allow for a myriad of new ways to evaluate performance. More value, less cost to consumers and companies alike, that's the future of contact center quality for 2017 and beyond."