Emotion Analytics and Why Your Business Needs Them

Maya-Angelou-ASG This is a quote I heard at the Sales Velocity 2015 event last week in Denver, CO. Nancy Munro, CEO of Knowledge Shift quoted this while presenting her company to the audience and why emotion analytics is so critical in business. If you haven’t heard of Knowledge Shift, they offer “emotion analytics software for training, marketing, and data capturing” that allows you to track and critique your calls with your prospects, clients and customers with whom you interact with on the phone. From my understanding, the platform is used mostly for simulation and training but it can also integrate into your actual dials as well.   The software will track every word you use, the vocal tonality, the volume and emotion of your voice which then evaluates these data points amongst over a million data points, or voices and tonalities they have gathered from people all over the world.   The results essentially give you a clear picture of the efficacy and probability for success on your calls from the perspective of the listener (prospect or client). This software is a great training tool for salespeople who want first-hand feedback of their calls which might otherwise be difficult to receive from a prospect as game-time is the wrong time for training.  According to their website, Knowledge Shift is available in over 40 languages and is used globally by Fortune 500 and smaller companies alike. So what’s my purpose here..“It’s not what you say, but how you say it!”   

Authenticity: ” It’s what separates the best speakers and salespeople from the inauthentic or emotionless types.” // Keenan

  Think back to any sales conference that you’ve attended. I bet you can still picture the presenter who was engaging, energetic and authentic in their approach. They established a real connection with the audience which left everyone with a vivid memory of their presentation. Now compare that to the mundane, ear-bleeders who were unable to capture your interest and left you sitting in your seat checking your email. It doesn’t matter how groundbreaking your content is if you can’t deliver and engage with your audience.   As a Business Developer I immediately saw the magic in this software as I’m sure you do as well, you savvy business person reading this. Imagine receiving immediate feedback from every cold call or outreach you’ve made (besides those sweat-inducing cold call sessions with your boss :-p). That kind of feedback would allow for tremendous growth and opportunities for improvement.   The purpose of this post is to highlight the fact that scientific analysis is becoming more apparent in sales and business alike. Your demeanor, your vocal tonality and your emotion are significant facets in your ability to sell. I don’t care how badass your product or service might be or how confident you think you are. Your prospects should end your calls receiving perceived value, increased interest, and greater happiness than when they picked up the phone. If these things don’t happen, your sales will die almost as fast as your sales career.

  Whether you’re a salesperson, a job seeker, or a recruiter; remember, your emotion, vocal tonality and attitude on the phone are just as important as the content within the conversation.

  Products like “Knowledge Shift” exist because it’s all too easy to forget the importance of positive emotions while conducting business. “People may forget what you said, but they will never forget how you made them feel”. That’s right Maya Angelou! Whether or not you have a tool like Knowledge Shift at your disposal you can still can make a habit of sitting tall, smiling wide, and making sure that everyone you talk with leaves feeling better than the way you found them. –Hit me up on Twitter and show me some social love!


Keenan is A Sales Guy Inc’s CEO/President and Chief Antagonist. He’s been selling something to someone for his entire life. He’s been teaching and coaching almost as long. With over 20 years of sales experience, which he’ll tell you he doesn’t give a shit about, Keenan has been influencing, learning from and shaping the world of sales for a long time. Finder of the elephant in the room, Keenan calls it as he sees it and lets nothing or no one go unnoticed.