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

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

Author: Oscar Trimboli January 10, 2024 Duration: 38:45

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

 

 


Most of us spend over half our working hours listening, yet almost no one has ever been taught how to do it well. The result is a cycle of frustration and missed connections, where genuine understanding feels just out of reach. Deep Listening-Impact beyond words-Oscar Trimboli moves past the simple mechanics of hearing to explore the profound space where real impact is made. Hosted by Oscar Trimboli, this series tackles the silent gaps in our conversations-the assumptions, distractions, and unspoken cues that derail collaboration and leadership. Each episode breaks down the tangible skills needed to listen beyond words, focusing on the physical, mental, and emotional layers that most overlook. You’ll hear practical techniques drawn from research and real-world scenarios, designed for leaders, managers, and anyone who needs to navigate complex workplace relationships. This isn’t about passive hearing; it’s about an active, disciplined practice that transforms meetings, feedback, and negotiations. By tuning into this podcast, you gain a framework to quiet the internal and external noise, creating the clarity that leads to better decisions and deeper human connection. Trimboli guides you through shifting from simply waiting to speak to truly understanding, turning a fundamental skill into your most powerful professional tool.
Author: Language: English Episodes: 100

Deep Listening - Impact beyond words - Oscar Trimboli
Podcast Episodes
how to effectively listen when you debate at work [not-audio_url] [/not-audio_url]

Duration: 40:11
This episode delves into the critical role of listening, particularly in the context of debates and the competitive advantage provided to participants. Sasan Kisravi explains the significance of preparation in debate, es…
the significant consequences when you can decode non-verbal cues [not-audio_url] [/not-audio_url]

Duration: 21:50
The importance of listening at Level II, which is three-dimensional hear, see, and sense Noticing nonverbal cues and their congruence with their words is a vital skill toward becoming a deeper listener. While these cues…
What can you learn from over 33,519 workplace listeners? [not-audio_url] [/not-audio_url]

Duration: 32:16
Insights from 33,519 people about what gets in their way of listening and practical tips about what will imrpove your listening. An update on the fourth generation www.listeningquiz.com including; aggregate listening pro…
the hidden clues when you listen well in low trust group meetings [not-audio_url] [/not-audio_url]

Duration: 16:34
This episode of Deep Listening Impact Beyond Words explores the art of listening in diplomatic cross-cultural meetings, drawing insights from British Foreign Secretary James Cleverly's discussion with Cindy Yu on The Spe…