58 minutes | Jul 26, 2021

Age of Indiependence: Sales Coaching Powered by Speech Analytics and Conversational Intelligence

In this episode of the Age of Indiependence podcast, host Katlyn Eggar interviews Ethan Barhydt, CEO of VoiceOps. Katlyn and Ethan find out which sales behaviors are most difficult to drive inside an insurance agency and how coaching enablement can increase your results.


Episode Highlights: 

  • Katlyn shares what coaching looks like for the average agency. (7:02)
  • How does Katlyn identify if the person is coachable? (15:35)
  • Katlyn shares one of her experiences about something she’s tried that didn't work out well. (17:41)
  • Katlyn mentions what they have started doing at Quantum when someone comes on board. (25:23)
  • Should people invest their time and energy in coaching? (27:07)
  • Katlyn mentions the first thing you can do to increase your sales numbers. (27:43)
  • Ethan explains more about speech analytics and the technology of coaching. (30:18)
  • Ethan shares some of the problems he experienced with speech analytics. (32:20)
  • Katlyn shares one of the things that she loves about VoiceOps. (36:28)
  • What are behaviors that matter most to Katlyn? (40:18)
  • Ethan mentions one thing he’s found interesting about call centers and teams. (46:52)
  • Katlyn gives us the takeaway from today’s episode. (50:52)


Key Quotes:

  • “Coaching is a thing that you obsess over, and you think about all the time because you understand when you're on the floor of a call center or sales team, you see the impact that coaching makes.” - Ethan Barhydt
  • “My sense is that as a company grows, especially when it's growing fast, like quantum has, you start to see the benefits of more structure and structure becomes quite important as you're trying to drive consistency across a big organization.” - Ethan Barhydt
  • “Accountability is all about visibility. If you don't have your eyes on exactly what's going on, it's going to be really hard to hold your associate accountable to those behaviors that will drive the results.” - Katlyn Eggar


Resources Mentioned:


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