the hidden value in your contact center and how to listen at scale with Authenticx’s Amy Brown

Authenticx CEO and Founder, Amy Brown, discusses the power of listening at scale in the contact center industry. She shares her personal experiences and how they shaped her understanding of the importance of listening to patients and customers. Brown emphasizes the need for organizations to listen to the authentic voice of the customer in order to drive positive healthcare outcomes. She also highlights the barriers to effectively utilizing conversational data and the ethical considerations of AI technology. Brown provides insights into how Authenticx's platform helps organizations unlock valuable insights and drive innovation through listening. She concludes by offering three key questions that organizations should ask when evaluating suppliers of systems for listening at scale. Amy Bown    Authenticx   Authenticx's Eddy Effect how to listen – the most comprehensive book about listening in the workplace – visual edition – print & digital version how to listen - visual edition - the back story    

Om Podcasten

The world is a noisy place where you fight to be heard every day. Despite the fact that we have been taught at home and at school how to speak, none of us has had any training in how to listen. Multiple academic studies have shown that between 50% and 55% of your working day is spent listening, yet only 2% of people have been trained in how to listen. We feel frustrated, isolated and confused because we aren't heard. As a speaker, it takes absolutely no training to notice when someone isn't listening - they're distracted, they interrupt or drift away as you talk. Yet the opposite is also true, without any training in how to listen we struggle to stay connected with the speaker and the discussion. This results in unproductive workplaces where people fight to be heard and need to repeat themselves constantly, send emails to confirm what they said and then have follow-up meetings to ensure what was said was actually heard by those in the meeting. It's a downward spiral that drains energy from every conversation and reduces the productivity of organisations. This podcast is about creating practical tips and techniques to improve your daily listening. Listen for free