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Writing on contact-centre quality, sales coaching, and what three million scored call behaviours say about how sales and service conversations actually go.
Stop coaching from the best call of the week
Roughly three in four agents had a top 10% call last week. The best call of the week is a good day, not a good habit, and a team told to copy it copies the day.
Coach your reps weekly, not monthly
A rep's own week-to-week swing is about 6%, nearly the whole gap between your best and worst closer. One sampled call a month can't see that. Weekly can.
The QA coverage gap
Traditional QA hears one or two calls in a hundred. Here's the arithmetic of what the other 98 cost you, per agent, per month.
Good leads talk longer
You can hear lead quality in the first minute of a call, and it predicts how long the conversation runs. That has a sharp edge for anyone who compares agents or campaigns on handle time.
Reps sound good before they dig well
Tone of voice is the highest-scoring skill on the phone and discovery sits at the bottom. Give agents feedback on every call, and discovery is what moves.