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Enhancing Your Inbound Customer Experience Through Employee Engagement - Globalteleforce - ContactCenterWorld.com Blog

Enhancing Your Inbound Customer Experience Through Employee Engagement

Every time a lead comes up to the inbound sales department,  inbound sales representatives are given the chance to create a lasting impact on overall customer experience and build a foundation of a mutually beneficial relationship between buyer and supplier.

Inbound sales work through branding and marketing collaterals to lead the customer towards the business, meaning the lead that you are getting may be the first time they will interact with a business representative. However, 70% of all buying experiences are gathered from how customers felt while being treated. This just proves that the inbound sales team should be able to have control on customer experience right from the start. And here are ways on how to do it through employee engagement.

1. Have a customer-centric mentality in the business

Having a customer-centric vision will help inbound sales representatives to commit to providing outstanding customer experience throughout every stage of the sales process. However, to have a seamless execution and consistent vision, a customer-experience strategy should be developed for employees to take it into the heart. You should learn to empower your sales team members to impress their clients always by educating them with a structure where they can understand the initiative of the company, and feel trusted at the same time to make important decisions to create the experience.

2. Create specialised representative sales roles

Inbound sales teams are known to hit a certain number of engagements and each interaction will need time in responding to questions and doing research regarding the prospects. This time used can drain their whole work time, thus other tasks are done quickly to meet deadlines. A solution to this is that members of Inbound sales teams should be divided by the business into different focuses for them not to compromise the quality of customer experience they should be providing.

3. Team up with the marketing department for better customer journey understanding

We all know that customer experience starts from the first interaction of the inbound sales representative to a lead, but it would be best to pay attention to the marketing department to flawlessly create a customer journey map to understand customer responses and decision making. This will give an idea to the inbound sales representatives on how to act and respond to certain situations with prospects.

Creating a lasting impression to leads will need a seamless execution of a customer-experience strategy created by the business sales leaders. This customer-experience strategy should be taken to heart by inbound sales representatives to be able to incorporate a customer centric mentality in all phases of customer interaction. To know a strategic contact centre outsourcing, find out if their inbound sales representatives are dedicated enough to commit to providing the best customer experience across all stages of interaction.

Source: http://globalteleforce.com/blog/enhancing-your-inbound-customer-experience-through-employee-engagement

Publish Date: June 8, 2017 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.
PH: +1 (512) 333 4634

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.
PH: +1 512-872-7565

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.
PH: 8005771872

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)
PH: +61404697151

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.
PH: 01442 458300

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.
PH: +91 99026 10044

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.
PH: +972-9-9605894

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
PH: 412-621-9310

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)
 



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