Speech analytics solutions have long been used to monitor and coach the performance of “tethered” salespeople in contact center environments. Why can’t the same data-driven insights help managers of field-based employees? As consumers, we’ve all become so accustomed to hearing this phrase when
dealing with the cable company or electricity provider that we now mostly ignore it, despite claims about “serving our customers better.” In reality the evaluation of our phone conversation is only partially executed for the benefit of us, the customer, and it is also predominantly being conducted not directly by humans, but by speech analytics applications. Providing leaders with more streamlined, real-time management tools, and simultaneously supporting individual contributors with automation-driven, “invisible” data analytics to guide them toward better selling conversations, remain twin advantages for the modern sales leader to bring onto the competitive playing field, regardless of their industry, vertical, or geography.