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Article : Building Competency for Sustainable Leadership in 2021 and Beyond

#contactcenterworld, @seasiainfotech

Author: R P Singh, CEO, Seasia Infotech

The sudden outbreak of the COVID-19 was an eye-opener for most business leaders and every human being on this planet. With a drastic change in customers’ demand patterns and a radical shift in the working culture, along with the challenges faced by the marketing teams, all of us had a unique experience of survival and leading our businesses with passion and vision to reach new milestones. The financial calamity that hit various companies led to the imminent rise of sudden attrition rate and pay-cuts. On the other hand, some industry verticals generated high revenues by converting challenges into opportunities. Navigating through new pressures, the pioneers displayed grand narratives, taking the ultimate test of leadership. Reflections of sustainable leadership revealed the best practices and strategies that are important to thrive and achieve the desired milestones.

Today, both multi-national companies and start-ups realize the value of sustainability in the professional world. Sustainability is not just about minimizing the harm, but it majorly deals with doing better for your business, employees, and the world. Business leaders are moving towards the practice of promoting sustainable production with concurrent efforts. They inspire their workforce and steer the organization and aspiring professionals to move forward and conquer the possibilities in diverse spheres. I truly believe that leaders don’t create followers; instead, they make more leaders. Addressing sustainability issues is challenging for most leaders and requires a whole systems approach at multiple levels and scales.

A Company that collaborates with Forbes, PwC, SAP, Xerox, and others, for their branding and thought leadership recently surveyed Engaged Executive Leadership. The survey revealed that "91% of the global consumers want to hear about Corporate Social Responsibility efforts." The survey also revealed that "77% of buyers said they are more likely to buy from a company if the CEO uses social media." The survey results are testimony to the fact that leaders need to amend their thought leadership and opt for practices for sustainable leadership.

....NOTE - content continues below this message


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....CONTENT CONTINUED BELOW

Let us go deeper into how the CEOs can build Sustainable Leadership to thrive their business growth and shaping a profitable future for their organization while paying close attention to their resources and the environment.

How to Build Sustainable Leadership?

  • The Triple Bottom Line

The TBL or Triple Bottom Line is a well-known framework that incorporates the three P’s crucial for corporate sustainability. The 3 P’s of the TBL are "People, Planet and Profit." The top leadership must recognize, strategize, and adopt a responsible approach while leading the company from the front. Some critical aspects include working in synergy with the stakeholders and considering gender inequality, inclusiveness, and employees’ emotional intelligence. First, it is vital to explore and understand how our roles individually can tackle the corporate challenges by looking beyond our roles, organization, and domains. Sustainable Development deals with meeting the demands of the present without compromising on the needs of future generations.

  • Emphasizing on Corporate Social Responsibility

CSR, i.e., Corporate Social Responsibility, is closely related to sustainable business practices. It refers to a company’s concern and approach to treating the environment well. Sustainability revolves around the impact that the organization exerts on its surroundings, environmental, social, and business terms. Eventually, conscious management can lead to better external relations and managing risks in a better way, with lowered costs. Corporate leaders create value re-invested for further economic development and constructively impact the society.

  • Focus on Interpersonal Skills & Leadership

On my journey to become the CEO, I learned that leadership is not a person or a position. It is a series of events following best practices, which drive to collaborate with teams and strive towards the concurrent mission. Being volatile and sharing ambiguous contexts can hamper your targets and affect the thought process of your employees. The core principles to steer an organization towards success work on your interpersonal skills to drive continuous learning and collaboration with proficient minds and reach beyond the set goals. Having rich conversations with diverse minds working on hitting a common goal leads to strategic decision-making. A leader’s communication and negotiation skills play a vital role in facilitating employee participation and engagement.

  • Open to Change and Align Dynamically

It is crucial to understand your employee’s and stakeholders’ cultural diversity, promoting involvement with social matters. Welcoming change and the commitment to mold according to the dynamics is the secret mantra to transform risks into opportunities. Understanding and working on short-term and long-term goals attributes to sustainable leadership. Being creative and innovative translates your intentions into emerging opportunities, and stay ahead of your competitors.

Endnote

In the coming years, sustainable leadership will play an essential role in guaranteeing success and meet audacious new goals. Some organizations showcased remarkable growth during unprecedented times and celebrated our corporate targets by exploring innovative strategies to drive their revenue growth and value their employees. Sustainable leaders play the long game while standing firm and steady for a more prospective future of reconciliation, repair, and recovery. Pioneers need to revisit, revise, and evolve as global tech leaders and consistently measure their processes’ impact. Working at different levels with a sustainable mindset and the vision to see beyond the immediate challenges helps play a prominent role as an individual and strive to demonstrate the accomplishments in a broader canvas.

#contactcenterworld, @seasiainfotech


About R P Singh:
R. P. Singh, an alumnus of London Business School, is result-oriented CEO at Seasia Group of Companies. His hands on experience in technology & product research & development sector help him establish & maintain strong alliances with companies all over the world. He has relieved remarkable accolades for leading teams.

About Seasia Infotech:
Company LogoAt Seasia Infotech, we are providers in developing custom web apps, so we are more than ready to meet your programming challenges head-on at a price you’ll like. We offer a wide range of professional web application development services in the most popular server-side languages and frameworks. We have a team size of 500+ like-minded people who love to learn, share, and improve consistently. We have assisted numerous global businesses and have delivered over 3000 projects till date while reaching the customer satisfaction level. We are passionate about understanding the client requirements, give a shape to their client ideas, and turn them into reality while offering on-time deliveries.
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Today's Tip of the Day - 5 Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Monday, July 26, 2021

Printer Friendly Version Printer friendly version

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)
 

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