Scott Hamilton, CEO of ARM Tech Advisors, joins us on The KPI podcast for the first episode of season 3!

And we’re talking fatal flaws in tech solutions.

But first, you have to address the people and process aspects of the business.

Some great advice from Scott:
1) The way companies dive into voice analytics with technology is flawed.

The words or phrases that companies choose to search for are far too generic. And frankly, people spend too much time thinking about this.

There is always a new way to say things. When you search for yesterday’s phrases, you’ll miss tomorrow’s.

2) The vast majority of companies use technology but still have an entire team doing manual processes.

They aren’t ready to fully embrace what technology can do for them.

Mostly because it takes work to get there.