Press Releases
Links on this page will help you learn about Keynomics latest product and technology innovations, read about our newest customer and partner relationships, and find out what the industry is saying about Keynomics and our products.
Keynomics Newsletter
Press Release
Keynomics Introduces Keynomics Flex
Taking Listening Skills, Thinking Skills and Keying Skills to a Higher Level
San Francisco, California July 15, 2008 As a valued partner of Keynomics, we want to make you aware that today Keynomics announced the immediate availability of Keynomics Flex, additional training exercises for the Keynomics Performance System that extend advancements in quality and Average Handle Time (AHT) proven through Keynomics KeyAudio and Keynomics CallEmulator modules. Keynomics Flex further empowers call center agents to do the jobs being asked of them, with greater keyboard skills, better listening skills, and improved cognitive thinking skills. Keynomics Flex emulates exactly what your agents are doing every day on the job. By leveraging these new modules, your agents make mistakes and then learn through the training process - and not when they are providing customer service on the job. There is no charge for this new module and you can avail of the benefits immediately. If you need additional information, please e-mail update@keynomics.com or call 800 321-4574.
Keynomics would like to thank you for your continued support. We are excited about Keynomics Flex because once again, YOU helped us create it. We continually track market trends and strive to meet the ever changing needs of Call Centers,Claims Processing Centers, Remittance Handling Centers, Offshore and Back Office Operations.
Keynomics Flex provides a unique and powerful opportunity for participants of the Keynomics Performance System, to gain additional practice towards improving their keying skills, listening skills, and "thinking" skills. Keynomics Flex expands the process created through Keynomics KeyAudio and Keynomics CallEmulator for creating lasting productivity and quality improvements.
"With challenging economic conditions, our customers are demanding proven results with even better returns," said David Rogers CEO for Keynomics. "Keynomics Flex capitalizes on productivity gains and quality improvements from our Industry Leading Training Modules - bringing added value at no extra cost," he continued.
The exercises for Keynomics KeyAudio and Keynomics CallEmulator are longer and more involved than the standard Keynomics courses. As a result they require more commitment to learning, yielding enhanced value and benefits for greater productivity and quality. There are also a higher number of unique and different voices used, allowing agents to practice with a unique blend of both voices and speaking styles.
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Press Release
Keynomics Toggles the Mind with Keyboard Navigation Tools
New Screen Navigation module improves multitasking skills in Contact Centers and Data Entry centers.
San Francisco, CA, May 13, 2007 -- Keynomics LLC announced today the immediate availability of KeyTabs Plus™. The KeyTabs Plus module augments the keyboard strengthening, ergonomic awareness and listening skills improvement training modules of the Keynomics Performance System™ by adding screen navigation training.
KeyTabs Plus was developed in response to Contact Center and Data Entry Center demand for a keyboarding navigation program that would impact the ability of operators to multitask. Influencing keyboarding skills are critical because of the correlation between improvements in keying and increases in productivity and quality. "As the market continually evolves, we try to stay ahead of the curve," said David Rogers CEO for Keynomics. "We addressed the need for listening skills with KeyAudio late last year. We’re now addressing keyboard navigation skills training through KeyTabs Plus. We’re seeing a convergence of training needs that only Keynomics can provide," he continued.
Keynomics developed the screen navigation module to integrate with the industry leading Keynomics Performance System that provides keyboard strengthening, ergonomic awareness, and listening skills training. KeyTabs Plus training consists of an assessment portion as well as screen navigation exercises. The program tracks the number of incorrect mouse clicks used in setting checkboxes and other fields. Improved comfort in navigation by participants is reflected in their overall speed. The module includes exercises for keying off of source documents, data entry into form fields, keying from pop up windows, and navigating applications using keyboard shortcuts and the mouse. 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 one more time 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 KeyTraining Assessment tools (alpha, top line and 10 Key) as well as KeyAudio Assessment tools (listen-to-key) to Keynomics customers. These tools help ensure that potential new hires have the minimal keyboard and listening skills necessary to thrive in the contact center environment. KeyTabs Plus can also be leveraged as an assessment tool.
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Press Release
Keynomics Turns Up the Volume on KeyAudio™
Real World Audio Module Improves Call Quality and Call Duration in Call Centers
San Francisco, California October 31, 2006 – Keynomics LLC, the Talk, Type, Listen ™ Company, unveiled an exciting new audio module that integrates with and augments the Keynomics Performance System™.
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 perceived 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 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 Keynomics training even more valuable and leapfrog the competition,” he continued.
Keynomics developed its groundbreaking audio based training program to augment 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™.
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 phones 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 one more time 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.
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Press Release
Keynomics and Performance Improvement Consulting Division of COPC Inc. Team to Drive Improvements in Overall Quality of Contact Center Agents™
Teaming arrangement focuses on keyboarding weakness affecting the quality process in contact centers.
San Francisco, California, September 27, 2006 – Customer Operations Performance Center Inc. (COPC Inc.), global experts in contact center excellence, and Keynomics LLC, industry leader in workstation optimization, announced a teaming arrangement designed to address improvement of agent keyboarding training and performance as it relates to the overall service quality of client contact centers.
"For over 25 years, Keynomics has monitored changes in call centers. Through the evolution, multitasking skills have become critical for maintaining a competitive advantage, saving money, and retaining customer loyalty," said David Rogers CEO of Keynomics. "Our teaming agreement with COPC Inc. will bring the advantages of keyboard training to light and identify how this training enhances the ability to Talk, Type, Listen™."
The arrangement between COPC Inc.'s Performance Improvement Consulting Division and Keynomics represents a complementary coupling of problem identification with best practice solutions, the total impact of which provides clients with improved quality and operational performance.
President and co-founder of COPC Inc., Peter Bloom, explained, "COPC Inc. is the leader in contact center operational assessments, having conducted more than 800 such evaluations. During an assessment, we work with clients to identify areas in need of improvement relating to service, quality, cost, and revenue with a focus on increasing customer satisfaction and profitability. We then work with those clients to implement the necessary improvements typically at the management level. Quite often, however, our assessment identifies agent level issues so we partner with best of breed providers that have proven solutions, like Keynomics when we identify keyboard proficiency as a high priority need."
"We’re excited about working with Keynomics,” Bloom continued. "We work with companies daily, who are mandated with improving their bottom line while at the same time improving the overall quality within the call center. We see this relationship as a natural extension of the growing need for ongoing performance improvement."
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Press Release
Keynomics Announces Version 4.0 of the Keynomics Performance System ™
New features enhance industry leading Keyboard and Ergonomic training program
San Francisco , California February 3, 2006 – Keynomics LLC, the Industry Leader in Workstation Optimization , announced the release and immediate availability of Version 4 of the Keynomics Performance System ™.
Developed in concert with their customer base, significant new features make the Keynomics training system even easier to use, providing more extensibility through the .Net architecture, and increasing the flexibility of the training program with advanced reporting features and customization options. According to David Rogers , CEO of Keynomics, “We're very excited about the new features and functions available in 4.0. Our current user base as well as our new customers can take full advantage of our upgrade with no service disruption .”
New features of the Keynomics Performance System include:
1) Records Archiving –making Keynomics data easier to manage. Companies can now archive records so that only the data they want to view is seen. The archived records are still available for running reports and for viewing if needed;
2) Custom Text Option – Keynomics has added a 4th Customer Training Module to augment the Alpha, 10-key, Numeric, and Ergonomics modules. This Custom Text Option allows companies to include their own text that may be more in line with their own industry nomenclature;
3) Enhanced Training Courses – Keynomics has embellished the course content to further assist participants in their ability to multitask, to Talk, Type, Listen ™ ;
4) Game Module – the program now includes a game module option for use during Keynomics training;
5) Microsoft .Net Architecture – Keynomics has completely revised its code base to operate on the Microsoft .Net architecture. This provides significant speed improvements as well as increased stability while also offering specialized formatting for International Partners and Customers of Keynomics.
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Press Release
Keynomics teams with Payg IT to offer Leading Keyboard Training Program to South African and Middle Eastern Call Center Markets
Keynomics extends its leading keyboard and ergonomic training program for Call Centers, Claims Processing Centers and Large Enterprise back-office operations to the South African and Middle Eastern Call Center Markets though it's Channel Partner Program.
San Francisco, California and Johannesburg, South Africa, November 2, 2005 – Keynomics LLC, the leader in Workforce Computer Keyboarding Optimization today announced that it has signed a Reseller Agreement with Payg IT a leading provider of contact center solutions in South Africa and the Middle East. The Agreement allows Payg IT to distribute the Keynomics Performance System ™ , a call center agent productivity training program that enhances computer keyboarding and transcription skills. Under the terms of the agreement, Payg IT will provide sales, marketing and full local support for Keynomics in South Africa and the Middle East .
South Africa is one of the ten largest contact center markets in the world, and projected to double in size over the next three years.
“Payg IT is a leading supplier of workforce optimization related products,” said Paddy Coleman, Managing Director of Payg IT.” The Keynomics Performance system is a proven training method that yields dramatic productivity gains for the contact center. We expect the uptake for the Keynomics product to be great as there is pent up demand due to the continual multitasking needs being placed on call center agents.”
“We're excited about our partnership with Payg IT,” said David Rogers, CEO of Keynomics. “We continue to lead the US market in keyboard and ergonomic training where improvements in keyboarding skills typically translate into 5% to 30% increases in productivity. Our agreement with Payg IT allows Keynomics to leverage our programs and grow our presence in the South African as well as the Middle Eastern markets.”
The Keynomics Performance System proves the correlation between typing speed and average handle time and leverages the correlations between training and agent performance. Keynomics creates permanent behavior changes in how agents interact with the computer, improving their ability to communicate and multitask – to Talk, Type, Listen™ . Typing becomes transparent with a direct result of improved quality, higher productivity, creating happy customers, increased sales and lower costs.
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Press Release
Keynomics and IEX Announce Partnership for Web-based Agent Development.
SAN FRANCISCO and RICHARDSON, Texas, Aug. 23 /PRNewswire-FirstCall/ -- IEX Corporation, a Tekelec company , and Keynomics LLC, today announced a strategic alliance. Through this alliance, IEX will offer its customers Talk, Type, Listen, a contact center agent productivity training program that enhances agent computer keyboarding and transcription skills. The offering is developed by Keynomics and is provided as a Web-based hosted program accessed via the WebStation Plus module available with the IEX TotalView Workforce Management system. The training is designed to deliver permanent improvements in contact center productivity, quality and ergonomics in terms of how an agent interfaces simultaneously with the caller and the agent's computer.
IEX is a leading provider of workforce management and optimization technology for contact centers and has chosen Keynomics as a partner in providing this solution. Keynomics is a leader in productivity and quality software for improving corporate keyboarding and office ergonomic techniques.
"We continually seek strategic partnerships with companies that have focused, value-driven product offerings," said IEX President Debbie May. "Many of our customers run contact centers that are data-entry intensive. If you think about how many of those agents probably have 'self-developed' keyboarding skills, it's easy to see how improving the speed and accuracy of their typing and listening skills can bring a measurable return on investment."
"There is a definitive correlation between typing speed and average handle time," said Keynomics CEO David Rogers. "With the Talk, Type, Listen offering, we remove the technology barrier, so that typing becomes transparent. The direct result is better quality, higher productivity and less associated costs. We're excited about extending this productivity enhancing tool to the IEX customer base."
Typically, the company reflects productivity increases in typing speed and accuracy by up to 50 percent. Agents that have mastered the keyboard, and no longer need to write notes on paper and then key them in after the calls are complete, demonstrate significant productivity gains. The Talk, Type, Listen program eliminates an agent's need to search for keys while trying to listen to customers. Instead, they converse naturally while accurately entering a higher volume of data in a shorter period of time. This enables agents to multitask more efficiently.
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Press Release
Keynomics Announces New Channel Partner Program
New Channel Program Expands Availability of
Leading Workstation Keyboarding Optimization Training
Software
San Francisco, CA (March 1, 2005) Keynomics, LLC - the leader in Workforce Computer Keyboarding Optimization today announced the launch of its Channel Partner Program. The program is designed to significantly increase the company's sales and market awareness. The channel program will make it easy for channel partners to broaden their product offerings and make them successful at reselling the Keynomics Performance System™.
The Keynomics Channel Partner Program enables Keynomics to further help Call Centers, Claims, and Workforce Production companies improve quality and increase productivity. "Our goal is to work with Best-of-Breed Partners in the areas of Workforce Optimization, Workforce Management and Training," said David Rogers, CEO of Keynomics.
The Keynomics Performance System is a perfect fit for its channel partners due to the company's success and reaches throughout large Enterprises and Fortune 1000 companies. By offering a guaranteed managed productivity outcome, the Keynomics Channel Partner Program satisfies the increasing demand to improve productivity and ergonomics, putting effort at the first point of contact - the employee.
The new Channel Partner Program provides resellers with additional value-added features for their customers, for both entry level sales as well as incremental add-on sales.
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Press Release
Keynomics announces Keynomics Performance System Version 3.5
Keynomics Performance System Version 3.5 extends User Interface and expands product features
San Francisco, CA (December 23, 2004)) Keynomics, LLC - the leader in Workforce Computer Keyboarding Optimization - today announced the release of the KeySoft Performance System™ Version 3.5.
"We are focusing on the human-computer interface from a skills as well as an ergonomics perspective," said Keynomics CEO David Rogers. "Keynomics will constantly strive to evolve, innovate, and expand the boundaries of safe and productive computer use," he continued. This latest version of Keynomics demonstrates the companies continued investment into Contact Center and Business Processing stakeholders to provide measurable, cost-effective performance solutions for corporate computer users.
New features of Keynomics Version 3.5 include a more user-friendly interface, navigation control, improved performance and content, an updated eManagement system to automatically manage end users usage, improved reporting functionalities and a new ErgoRx © User Survey. "We recognize that our customers require better Ergonomic products and we also recognize the direct correlation between good Ergonomics and Workforce Productivity," said David Rogers. The ErgoRX User Survey automatically surveys and drives courseware for employees, departments, or entire companies based on user survey results.
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