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: 50

Deep Listening - Impact beyond words - Oscar Trimboli
Podcast Episodes
Five ways to listen better at work [not-audio_url] [/not-audio_url]

Duration: 44:12
Today is going to be a little different - some adjustments. In Episode 100 - you'll get to deconstruct how I listen to the guests. I've interviewed over the past 100 episodes. If time allows after the interview has forma…
Why it's worth listening to people you are in conflict with [not-audio_url] [/not-audio_url]

Duration: 41:26
I am delighted to introduce Christopher Mills, a psychotherapist, a family consultant, a supervisor, and a trainer. Christopher began his work alongside family lawyers, helping them to develop skills to help them collabo…
What Versus How [not-audio_url] [/not-audio_url]

Duration: 3:38
Are you listening to the content or the context? Are you discussing the system and process or details?
How To Listen in deadly situations with curiosity - Peter Scott [not-audio_url] [/not-audio_url]

Duration: 40:23
Retired Naval Commander Peter Scott has the 35 years' experience in leading specialist teams in complex and demanding underwater environments. Joining the Navy as a 17-year-old midshipman, he rose through the ranks over…