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...

read more

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.”...

read more


@2021 Zenylitics | All Right Reserved | Legal | Privacy | Acceptable Use Policy