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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...

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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.”...

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