In this episode of Insight & Impact, we sat down with Chris Browne, Head of Insights, to explore how Conversation Analytics helps sales leaders get a handle on performance across all their locations. Chris talks about the invaluable data you can unlock from inbound and outbound calls to massively improve efficiencies, performance and, ultimately, drive more meaningful results (i.e., sales).
Conversation Analytics is a great tool to have under your belt if you’re keen to understand what ‘great’ looks like from an agent performance perspective, even if they’re based across different locations. As Chris says, you can quickly shine a light on who’s performing well, and who may need a little more support to move customers through the funnel.
Typically, tracking individual agent performance is a notoriously laborious and long-winded process. You’ll often have to rely on small samples which don’t really paint the full picture of how agents are performing. With Conversation Analytics, you can uncover these insights at scale to get a true understanding of what is and isn’t working.
Like Chris said, you also can get even more granular by using tools such as Agent ID to hone in on individual agent performance. The result? You can quickly and easily spot areas of improvement to create tailored training sessions that get all agents performing like absolute superstars.