Zenarate Blog
Latest Posts
First Call Resolution as the North Star Metric for Contact Center Leadership
To remain competitive in the contact center industry, you have to make sure your team delivers exceptional customer service: it’s the key to building loyal
AI Automation Top 5 Challenges – Transcription Inaccuracy
In part 2 of this 5-part blog series uncovering the top 5 challenges of AI automation in call analysis, we discuss Transcription Inaccuracy. What Is
Beyond The Script: Employing Empathy At The Contact Center
How often do you call a customer service hotline and feel like the agent on the other end is on a completely different planet? Maybe
AI Automation Top 5 Challenges – Call Segment Detection
In this 5-part blog series, we will uncover the top 5 challenges of AI automation in call analysis, starting with Call Segment Detection. What is
Why Empathetic Customer Experiences Are So Important
Delivering empathetic conversations is a key driver of brand perception. Research from 2015 shows, “The top 10 companies in the Global Empathy Index 2015 increased
The Importance of Roleplay Simulation Training vs. Scripted Training for Contact Center Agents
Contact centers play a vital role in the success of any organization’s customer service efforts. They are the frontlines of communication and support, interacting directly
