Product News: Software
Training Module improves keying skills of call center agents.
Press Release Summary:
November 14, 2006 - Integrated with Keynomics Performance System's keyboard and ergonomic training program, KeyAudio(TM) allows agents to listen to audio delivered via their browser and then transcribe audio to text. Offering audio streams similar to types of data that call center agents usually deal with such as names, addresses, account numbers, and credit card numbers, KeyAudio enables call center agents to practice their skills in real world call center environment.
Original Press Release
Keynomics Announces Real World Audio Module that Improves Call Quality and Decreases Call Duration in Call Centers
Press release date: October 31, 2006
San Francisco, CA October 31, 2006 - Keynomics LLC, the Talk, Type, Listen (TM) Company, unveiled KeyAudio,(TM) a new audio module that augments the ergonomic and keyboard training modules of the Keynomics Performance System(TM).
KeyAudio was developed in response to Call Center demand for a listening based keyboarding and multitasking skills program. Typical call center agent's key, based on interaction with their customers over the telephone. Long wait queues, dead air time, and a lack of understanding customer issues are no longer acceptable for primetime customer service. Customer retention is vital to the overall health of the call center and keyboarding skills are critical because of the association between improvements in keying and increases in productivity. "We worked closely with our Call Center Clients to create and build KeyAudio," said David Rogers CEO for Keynomics. "We set out to build an audio module that would make the Keynomics Performance System even more valuable by leapfrogging the competition," he continued.
Keynomics developed its groundbreaking audio based training program to integrate with their industry leading Keynomics Performance System's keyboard and ergonomic training program. KeyAudio allows agents to listen to audio delivered via their browser and then transcribe the audio to text. This unique advanced audio training allows agents to take advantage of improved keying skills and then leverage these skills by practicing with audio input. KeyAudio offers audio streams similar to the types of data that call center agents usually deal with such as names, addresses, account numbers and credit card numbers. With KeyAudio, call center agents can practice their skills in a Real World call center environment. In concert with contractually guaranteed keyboard speed and accuracy improvements, KeyAudio further enhances the ability of agents to multitask - to Talk, Type, Listen(TM).
KeyAudio uses the Internet to deliver audio over the web, directly to the agents where they can then transcribe what they hear into the KeyAudio application. The audio courseware for numeric training is based on credit card numbers and phone numbers. Alpha numeric training uses street addresses. The alpha courses use proper names and text passages that make use of all 26 letters. The street addresses and proper names are all based on US census reports on the most common names in the US. Scoring and metrics are completed using the same core system as the rest of the Keynomics Performance System.
In addition to speed and accuracy, KeyAudio also tracks the number of times the agent replays a clip. If an agent records too many repeats or has a high error rate, KeyAudio triggers a request for the agent to try the exercise again before continuing -- just like the current Keynomics training. This forces agents who are struggling with multitasking, to reinforce their new skills in a Real World environment and allows them to further hone their advanced keyboard and ergonomics skills.
Keynomics already provides alpha, top line and 10 Key Assessment Modules for Keynomics customers to ensure that new hires have the minimal keyboard skills necessary to thrive in the call center environment. KeyAudio was also built to be used as an assessment tool. Now, companies can see how their job applicants perform in relation to keyboard skills and listening skills - the Real World of Contact Centers.
KeyAudio is available for immediate use.
Keynomics is the Industry Leader in Workstation Optimization for Contact Centers, Claims Processing Departments, Remittance Processing, and Enterprise Back Office Operations. The Keynomics Performance System(TM) automatically customizes keyboard typing and keystroke accuracy courses, transforming call center agents into transparent keyboard users. The program is integrated with ergonomic training and KeyAudio, a key-to-listen module that directly impacts AHT in a real world call center environment. These improvements in the ability to multitask - to Talk, Type, Listen(TM), leads to superior quality, cost savings, and improved productivity. Keynomics is the only company to contractually guarantee improvements in typing speed and keystroke accuracy. For over 25 years, Keynomics Training has improved keyboarding and office ergonomics techniques for Fortune 1000 companies. Keynomics services clients in Insurance, Health Care, Finance, Credit Card Processing, Outsourcing, Training, Utilities, and more. Keynomics is based in San Francisco, California.
For more information contact us at: pr @ keynomics.com. And visit Keynomics on the web at: www.keynomics.com.