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Seven Ways To Create A CRM Training Plan That Builds Confidence Across The Organization - Doxim - ContactCenterWorld.com Blog

Seven Ways To Create A CRM Training Plan That Builds Confidence Across The Organization

Effective training leads to increased user adoption of your CRM tool, and contributes to overall program success.

Here are seven quick suggestions to make sure your training program hits the mark:

  • Make training role-tailored and scenario-based. The goal of training is to make sure the people
    in your organization understand the processes that they will need to execute as part of their jobs
    and how to use your CRM in the context of these processes. Respect their time, and keep their
    training tailored to their particular roles and the situations they are likely to encounter.
  • Training should blend organizational processes with application training. For your CRM to
    drive the most value, users need to know not only how the software works but how it relates to
    operational goals and processes. Tell them “why,” not just “how.”
  • Train your project champions early. Your project champions will be communicating your CRM
    project and responding to feedback from everybody. Start training them early so they can
    confidently teach later-stage users.
  • Leave space for Q&As and informal chats. It’s not always easy learning new procedures and
    feeling comfortable with them, especially in a group. Make sure there are informal and private
    opportunities for engaging in discussion about training. Your project champions should always be
    approachable.
  • Make the training interactive. Nobody likes to just sit there and be lectured to, so get creative
    with how best to engage your users in training and keep them committed to learning the new
    CRM.
  • Use training to build buy-in. Get all of your stakeholders participating in the development of the
    training plan. Ask them what they want out of it and how. Visibly formulate the training plan
    around their needs. This helps build buy-in to CRM adoption from the bottom up.
  • Do ongoing training. Changes to the system or your business processes, as well as staff turnover
    or promotion will mean that there is a perennial need for CRM training at your credit union, so
    make sure that ongoing training is factored into your plans.

Need more help? Learn how Doxim helped Conexus Credit Union to implement CRM and boost
member experience across channels.


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Source: http://www.doxim.com/blog/seven-ways-to-create-a-crm-training-plan-that-builds-confidence-across-the-organization-2/

Publish Date: December 15, 2015 5:00 AM


2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



View more from Doxim

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Voice of the Customer: First West Credit Union Tackles Operational Complexity with Doxim CRMNovember 15, 2017 5:00 AM
Why CRM needs to be in your 2018 tech budgetOctober 31, 2017 5:00 AM
You Asked, We Answered: New Doxim CRM Release Q&AOctober 27, 2017 5:00 AM
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Want to keep your customers close and loyal? Climb out of the Customer Experience Gap.November 7, 2016 5:00 AM
Client Onboarding: The Key to Advisor ProductivityJuly 7, 2016 5:00 AM
Reaching Today’s Empowered CustomersJune 6, 2016 5:00 AM

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