The “forgetting curve” is a theory that came into existence by Hermann Ebbinghaus in 1885. This simple but landmark research project was the first to demonstrate that there is an exponential loss of memory unless the information is reinforced over time.
This means that after thirty-one days, learners will forget seventy-nine percent of what they learned. Consequently, it implies that the goal of increasing conversion rates by training and bringing a new employee up-to-speed may not be achieved.
However, this is not acceptable, having spent thousands of dollars on consultant speakers, organizing seminars, and training exercises to teach and coach sales managers.
The point here is not to kick against training, but how soon do the trainees fall victim to the forgetting curve? Regular people forget most of what they learn. Nonetheless, it is not a bad habit but rather a natural phenomenon.
The only way to guide against this is to increase responsibility by providing actionable insights. Therefore, conversation intelligence software will keep your sales services in top form for both individual reps and the whole team.
The learning process of your team will become express, simple, and precise. Conversation intelligence tools empower sales agents, customer support, and relations managers to:
- Identify calls with feedback requests
- See moments flagged for coaching
- Develop individually, increase job satisfaction and quota attainment
- Easily highlight, annotate, and comment on calls
- Search conversations by phrases and keywords
- Size work input against their performance with the use of a scorecard
- Navigate further to behavior change by self-identification in areas of opportunity
- Acquire a comprehensive knowledge base of the best sales practices for onboarding
Coaches and trainers also have their own piece of the pie:
- Conversation intelligence encourages peer-to-peer feedback
- It promotes training from being a regular task to a cultural thing
- The training process becomes easier and more engaging
3. Duplicate Winning Habits of Top Sales Agents
Replicating the winning practices of your best performers in the less-experienced reps is possible. For several years, it has been a challenge to closely observe hundreds of behavioral patterns and the differences that make efficient managers. If not for artificial intelligence, these winning practices would remain elusive as they can be overlooked or underestimated even in training sessions.
By using conversation intelligence technology to harvest “winning ways”, you can analyze and compare what the top sellers are doing to what the rookie managers do. As a result, the raining moments flagged in the pool of calls made daily are instrumental in transferring desired winning attributes.
As mentioned earlier, the use of conversation intelligence tools will also allow you to collect adequate materials for best practices. Additionally, these will be ready materials for references in challenging times for agents. Lastly, the training speed for sales managers will be doubled, reducing the time spent on the entire process.
4. Avoiding Relapse of Human Behavior
Imagine, for instance, that a scorecard has revealed what was lacking, the needed training has been achieved, the forgetting curve is being avoided, and you have replicated the best managers. How do you successfully transform human behaviors to remain in winning ways without relapse?
The essence of the conversation intelligence tools is identifying aspects for positive change, but the butter to the bread is a reinforcement of the change in a continuous form to yield more proceeds. In other words, while harvested data inspires change to better practices, the subconscious effort of repetition becomes reinforcement.
Conversation intelligence software makes the analysis of performance crystal clear. Furthermore, applying this technology will make your sales managers not only more accountable but also help them develop business-like behavior patterns.
It is evident that through constant intelligent tips, repeated best practice, and so on, the old inefficient ways naturally die out if combined with intentional efforts.
How Does Conversation Intelligence Software Help Businesses?
Now that we’ve covered the benefits of conversational intelligence, let’s briefly summarize the ways it can help companies streamline their sales, marketing, and service operations as well as boost the bottom line.
Clearly, this technology provides vast opportunities for businesses that adopt it and help gain competitive advantage in a number of areas. The essential impacts below outline why conversation intelligence is considered for implementation by various companies.
The list includes but not limited to:
- Saving time on lead qualification
- Optimizing sales and marketing communications
- Increasing ROI
- Enhancing customer experience
- Improving company services
Converse Better, Win More
Remember that it is not enough that you have a good sales team. They need to move beyond just talking to start having intelligent conversations. They also need to convert intelligent interactions into great service or sales because that’s the only way a company benefits.
The reality is that this has never been an easy ride until the use of conversation intelligence as software.
