It’s knowing exactly what needs to be done, but not being able to implement it.
For too long, contact centers have had all the insights they need to drive better conversations, but no way to help the agent actually execute them on their calls.
There’s a huge gap between knowing what's wrong and actually fixing it - between insight and implementation.
It's almost funny how hard we've tried to bridge this gap, but always danced around the issue.
We've tried more coaching, different coaching, better knowledge management, staffing up QA, more automation, sticky notes or - the all-time classic - whisper mode.
But either these things don't help at all, fix everything but the conversation itself, or don't address the issue until after the call is already lost.
"Maybe if we had more data", you may say, "we'd know better how to fix it".
But at large, you already know what's going wrong on your calls. It's the same old stuff: Talking too much with too little empathy or getting flustered in the moment.
It's not about knowing what's going wrong. It's about implementing change on every single call to grow your bottom line.
You need a way to improve conversations as they're happening. A way to give every agent the right information in real-time.
And that means having a platform that is:
Why has marketing been A/B testing since 1908, but sales & service teams are still guessing in 2021?
With Real-Time, testing the spoken word becomes reality.
Drive real business results with Real-Time Guidance.
Faster Ramp Time