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Enforcing Script Adherence Increases LTV 5x
“Script” has become a naughty word in the contact center space, much like “work from home” (pre-COVID), for good reason. We hear it all the time with new clients. “Ugh…no. We don’t use scripts. We want our agents to sound natural and build rapport with our customers.”...
Managing Work from Home Agents with Speech Analytics
May you live in interesting times… A few short weeks ago, everything was business as usual. Traffic was brutal, the lines at Kroger were normal, and the availability of paper products wasn’t even the slightest concern. Add a global pandemic into the equation…Grocery...
6 Coronavirus Insights Revealed by Speech Analytics
6 Speech Analytics Insights Revealed in a Time of Coronavirus [Updated 3/25/20] The COVID-19 coronavirus is affecting everyone. As a provider of managed CallMiner Eureka speech analytics, Zenylitics has a unique insight into how the pandemic is affecting its...
5 Questions to Ensure Your Agents are Making the Appropriate Effort
Effort can be measured — whether it is effort invested building rapport, gathering required information, or getting across a value proposition with a sales prospect.
7 Agent Adoption Tips for your Speech Analytics Program
7 Agent Adoption Tips For Your Speech Analytics Program Speech analytics programs should deliver initial results within 90 days. How you on board your agents can impact how quickly you see results in yours. Here are 7 tips for driving agent adoption in your speech...
Call Sampling as a Cost-effective Speech Analytics Strategy
Speech analytics call sampling strategies can enhance speech analytics programs and increase their cost-effectiveness — especially for mid-market companies and smaller-sized call centers.
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