Listen to this articleBelow is our recent interview with Shari Tishman, Head of Marketing at VoiceOps:
Q: Could you provide our readers with a brief introduction to your company?
A: VoiceOps is the first and only coaching enablement solution for call centers that helps companies achieve higher ROI by making coaches more effective. The VoiceOps Coaching Enablement Platform drives lasting behavior change among reps at scale that leads to higher conversion rates, reduced attrition and ramp time, and a more consultative experience for customers. Founded in 2016, VoiceOps now works with some of the leading companies in industries including financial services, consumer lending, insurance, education, travel, and hospitality. You can learn more about us at our website.
Recommended: Q: Any highlights on your recent announcement?
A: We just launched “Always Be Coaching,” a first-of-its-kind webinar and podcast series focused on how coaching enablement will help companies realize unprecedented levels of success and create competitive advantage. Throughout the series I’ll be diving deep into the field of coaching, speaking with experts across industries about technical and tactical factors for successful coaching, and why coaching enablement is so important.
Coaching can and should be a team’s superpower, but it can also be a hidden weakness that prevents them from achieving anything but the most incremental improvements. I’m looking forward to the conversations we’ll have as part of the “Always Be Coaching” series to help everyone understand how to build a better coaching program.
Q: Can you give us more insights into your offering?
A: Call centers (regardless of location or industry) are struggling with slow or nonexistent performance improvements and high variability between reps, in spite of major investments in coaching and training programs. Existing speech analytics and conversation intelligence tools have not delivered on their promises to improve these issues. VoiceOps has been an early pioneer in the area of coaching enablement to address these critical weaknesses in call center team performance and operations.
The VoiceOps Coaching Enablement Platform enables coaches to drive lasting behavior change in their reps that leads to a consultative (and more successful) sales experience for their customers. It is built upon the Behavior Change Cycle methodology — helping coaches measure key behaviors, snap right to the most coachable moments in each call, build trust with reps through frequent and objective coaching, and drive better customer conversations.
It’s a win-win-win: Call center reps get more from coaches, companies get more from their reps, and customers get more value from every call experience.
Q: What can we expect from your company in the next 6 months? What are your plans?
A: Every day at VoiceOps feels more exciting to me than the last, as we work to grow our team and expand into new industries. I’m particularly proud of the deep expertise we’re building around coaching in the education enrollment space.
We’re developing a new version of our Coaching Enablement Platform that will continue to fundamentally transform how companies invest in and upskill their team members. On the technical side, we’re working on a more strategic way to leverage machine learning (vs. how most of the industry currently uses it), that will actually deliver on the needs of businesses to enable better coaching and improve customer experiences.
Finally, with the launch of the “Always Be Coaching” program, we’re building a global community focused on better, more strategic coaching via coaching enablement. And, of course, we’re tackling all of these projects while supporting our existing customer base that includes some of the biggest companies in their respective industries.
Recommended: Q: What is the best thing about your company that people might not know about?
A: Here’s what gets me so excited about what VoiceOps is doing: We’re taking a radically different approach to solving a long-standing, ubiquitous problem in a commoditized space (call centers). By transforming how companies coach their employees to be not only more efficient and effective, but also to serve the key strategic priorities of the business, these teams become engines for growth and innovation, vs. cost centers that must be balanced elsewhere.
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