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Using Speech Analytics to Measure Hybrid WFM Programs
First, you sent them home to work. Now you call them back to the office. At least some of them. Is there a difference in agent performance by venue? During the early days of Covid, we provided in-the-moment coaching on coronavirus messaging. As companies rushed to...
Speech analytics and healthcare – Ken Pedersen interviewed by Centerfirst’s Pete Guillot
CEO Ken Pedersen is interviewed by Pete Guillot, President of CenterFirst, regarding the state of speech analytics advances in healthcare.Pete: Welcome to another two-part series in our video with experts from around the industry. Today, we have Ken Pedersen. Ken is...
Speech Analytics Goal Setting – Kyle Carter interviewed by Centerfirst’s Pete Guillot
Zenylitics partners with Pharma / healthcare specialist Centerfirst. In this interview conducted by Pete Guillot, Kyle Carter, Zenylitics' founder, explains his rationale for founding Zenylitics and discusses a key factor for speech analytics success.Pete: Welcome....
Zenylitics ‘Guided insights as a Service’:
60 second video summary
Here is our founder, Kyle Carter, describing Zenylitics' "Guided Insights as a Service" speech analytics managed service. Zenylitics is a provider of Insights as a Service. We leverage a tool called CallMiner, which is a speech analytics (also known as 'interaction...
Collections Case Study: Speech Analytics Improves Conversions with Directive Payment Language
Here is an interview snippet between Zenylitics founder Kyle Carter, and Rebecca Roberts, COO of LJ Ross. The 2-minute conversation explores best practices in Collections RevOps using speech analytics to maximize the potential of financial services revenue...
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.”...
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