Case Study: Knology improves contact center quality and first-call resolution with KOVA Corporation's Verint Media Recorder

Knology improves contact center quality with KOVA Corporation after call volume surged in 9 divisions

Knology, a provider of communications and entertainment services, faced significant challenges in its contact center due to rapid growth and outdated technology. Using manual scheduling and tape recorders for quality monitoring, the center struggled with low answer rates, high agent stress, and declining service quality. To address this, Knology selected the Verint Media Recorder Workforce Optimization solution from KOVA Corporation.

The KOVA solution enabled Knology to overhaul its operations by implementing advanced workforce optimization tools. This allowed for simplified scheduling, improved quality monitoring, and enhanced agent training. As a result, Knology was able to increase first-call resolution and share the responsibility for call volume with its divisions, leading to improved service quality and operational efficiency.

Knology