Coaching in Chorus.ai

It's part of the larger sales tech stack. Having worked in call centers in the past, the need for this tool is pretty apparent.

Coaching templates that connect to stage conversion. We can track specific skills to sales outcomes but have to go out of Chorus.ai to do the analysis.

The SEs have always been very helpful. We've had high turnover in the CSM team, but they have all been supportive.

Have clear systems in place and integrate as much as you can. Understand that SFDC picklists are important to the categorization of Chorus calls.

Have multiple training sessions with reps on how to get their calls recorded, there is a lot of user error that contributes to that not occurring.

We really aren't yet. We have it set up, but the insights don't immediately jump out to anyone who doesn't look at all of them. Its cool to see the flow, but it doesn't really provide action on what can be done to win/save the deal.

As of this moment, it hasn't significantly impacted our deal health. We can see greater numbers of contacts, but the results have to be analyzed to be served to the reps to act upon. We just haven't gotten to the point where that's easy and flows naturally.

While being integrated, it has not served to significantly change reporting because the momentum data doesn't easily combine with salesforce data from other sections. I can see where it is going, but they haven't done enough to push the data collected by chorus back into the reporting structure in SFDC.

Chorus is a great tool for analyzing and listening to calls. Using it for coaching processes has been extremely impactful and delivers meaningful opportunities to drive change within the sales team. It can be hard to convince the team of the benefit at a rep level (aside from note-taking) but it has a large impact on revenue attained.