At Zenarate, we’re passionate about the development of outstanding customer-facing agents. With that in mind, we are thrilled to announce the expansion of our AI Coach platform with the launch of Call Analyzer! This groundbreaking addition connects new agent training with live agent assessment and ongoing coaching on one comprehensive platform. With integrated simulation training and call analytics, I’m proud of our team’s commitment to innovating new approaches to transform how you can develop top-performing agents and elevate the overall customer experience.
Enhancing Agent Development
Hundreds of global enterprises use AI Coach to develop highly skilled customer service agents daily. Through the power of AI Simulation Training, thousands of agents are equipped with brand-specific call skills and best practices before engaging with live customers. With the introduction of Call Analyzer, we’re taking agent learning to the next level to help you quickly analyze all live agent calls, identify skill gaps, and automatically generate targeted development plans for continuous improvement.
Benefits for Customer Care Leaders
The great news is that Call Analyzer leverages your existing call skills data within the AI Coach platform to evaluate real-time agent calls. For the first time, you can easily connect your new agent training with continuous coaching. Now you can identify each agent’s call skill strengths and areas for improvement and develop an automated Agent Development Plan with targeted call simulations. Early results of AI Coach with Call Analyzer show significant improvement in key performance indicators (KPIs) and customer satisfaction (CSAT) by resolving performance gaps and enhancing agent retention.
Drive Efficiency and Performance
One of the great features AI Coach now offers is a fully automated nightly analysis of all live calls. This will help you streamline the review process as you work to improve agent performance and compliance. Your AI Coach now transcribes, redacts, and scores each customer engagement based on expectations and additional analytics requirements. By processing the data overnight, your teams will be ready and informed for the next day to deliver the customer service your customers demand and expect.
Transform Agent Learning and Performance
Our commitment to continuous innovation is a collaborative process with our team and customers. We feel the introduction of Call Analyzer supports our mission to transform how agents learn and perform.
We’re excited to share our latest step forward to unifying agent training and ongoing development. If you’d like to learn more and see how AI Coach with Call Analyzer can transform your agent development journey, please contact our team.
Dan Mitzner is a Visionary Marketing Architect and Zenarates CMO. With an illustrious career spanning over 17 years, David Mitzner is a growth-focused marketing executive renowned for his exceptional contributions to value creation. Recognized as an expert in B2B and SaaS, Mitzner brings a unique perspective to the contact center space, consistently driving organizations to unprecedented levels of success