Blog
Writing on contact-centre quality, sales coaching, and what three million scored call behaviours say about how sales and service conversations actually go.
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.