Resources
Guides, client success stories, and the latest news on conversation intelligence and contact-center analytics.
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Call Center QA Scorecard: How to Build, Score, and Use One
A call center QA scorecard is a structured evaluation form used to assess how an agent handled a specific customer interaction against
How Zenylitics Helped a Consumer-Finance Sales Organization Model Its Best Closers Into a Coaching System
Industry: Consumer finance Challenge: Top-performing sales behaviors existed but could not be identified or taught Result: More than 8 points of conversion
Managed Conversation Intelligence vs. In-House AI: A Strategic Build vs. Buy Guide
Managed conversation intelligence provides rapid deployment and proven out-of-the-box AI frameworks, while building an in-house analytics team offers deep custom control over
Survivorship Bias and Call Center Analytics
Why the calls you are not looking at sometimes matter the most What is survivorship bias Survivorship bias is the error of
How Conversation Analytics Helps Predict and Prevent Customer Churn
Customer churn prediction uses historical behavioral, transactional, service, and conversational data to estimate which customers are likely to leave within a defined
Automated Quality Management: How AI Scores Contact Center Conversations
Automated quality management (AQM) uses AI to score contact center conversations against a defined QA scorecard, replacing or supplementing manual call sampling