Topics are subjects that we’ve identified as coming up regularly in your company’s calls. For example, small talk, pricing or support issues may be classified as topics. Topics help you find and analyze business-critical discussions, and coach your team.
The list of topics associated with your calls is unique to your company. We go through your calls, flags certain words and phrases, and associate them with specific topics. You can see topics on the call page, in call filtres, in team stats, in Whispers and more.
On the call page: Call topics are shown on the call page, immediately below the call screen. They help you understand at a glance what what was discussed in the call, and when. Click on any topic to see where it was covered in the call. Topics are named and color-coded.
In call filters: You can filter for calls according to whether or not specific topics were discussed. For example, if you want to hear calls in which the topic of pricing came up, add the Topic filter to the Search page, and and then scroll through the options to find the topic you want to search for. Choose whether you want to find calls in which the topic was or was not discussed. You can also choose to find calls in which a certain topic was discussed for a certain percentage of the call.
In team stats: See how much team members are talking about specific topics so you can help people learn and grow. For example:
Review the time spent by each team member on promoting a new value proposition
Verify that team members are not spending too much time on small-talk
See what topics are being discussed more by A-level reps
In Whispers: Topics can be used when setting up coaching Whispers. Learn more
Out-of-the-box topics that cover generic subjects include:
Call Setup: Includes references like “zoom links” or “start the recording”
Small Talk: Includes references like “it's raining” or “where are you based?”
Next Steps: Includes references like “next week” or “let’s set up another call”
Pricing: Includes references like “that’s too expensive” or ”we need a discount”
Wrap-up: Includes references like “thank you very much guys” or “ have a great day”
Your business admin may work with your CSM to create topics that are unique to your business. In addition, topics can be created in languages other than English. For more, see this.