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The hybrid contact center workforce combines the best of in-house and remote resources to create a highly flexible team. But it’s not easy to get...
Since the advent of Automatic Call Distribution (ACD) technology in the 1960’s, the contact center industry has been a landmark for customer support. Thanks to...
In part 4 of this 5-part blog series uncovering the top 5 challenges of AI automation in call analysis, we discuss Sequence Recognition. In the...
Interpersonal (people) skills, or soft skills, are key differentiators distinguishing top agents from agents that are operating at lower levels. Why might this be? Well,...
In part 3 of this 5-part blog series uncovering the top 5 challenges of AI automation in call analysis, we discuss Incorrect Diarization. In the...
As experts in the field of contact center training, our team sees firsthand the many challenges those leaders face in managing large teams to deliver...
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