Please join me in congratulating the following organizations and individuals for winning a Summit Award today! Congratulations @RenzClark @luluvargas and the entire Windstream team for having the Best Use of Conversation Intelligence in a Contact Center! The team to win this award maximized their use of conversation intelligence with the Invoca for Contact Center solution to not only improve operational efficiencies, but also the customer and employee experience. Windstream has done this in spades, because they were able to increase overall sales call quality and agent performance to continuously improve and personalize their customer’s experience. This has led to a 40% increase in average revenue per sales call, 27% decrease in calls where the agent failed to overcome caller hesitation, and a 5% increase in script and sales process adherence.  These are some impressive results!   Huge congratulations to @mloovis and the whole team at DIRECTV for having the Best Cross-Channel CX Strategy!  The team that gets recognized for this award, makes pivotal changes in their customers’ experience and demonstrates excellence in using conversation intelligence to increase ROI, improve customer acquisition rates, and create better customer experiences. DIRECTV has done just that; by getting an omnichannel view into the buying journey, they are able to detect and correct issues early on. Utilizing a dynamic IVR, they have improved the customer experience for over 250k callers each month by effectively routing calls and arming agents with valuable information about the caller, reducing call ties and improving agent close rates.     ... View more

Invoca Community, I am overjoyed to share with you the winners of this year’s Invoca Summit awards! If you were watching Summit just now, you probably just saw the first 3 award categories. Please join me in congratulating the following organizations and individuals: Patrick Worden, Raymond Ottinot and the entire Pearson Education team for winning Rookie of the Year This award is given to a customer who’s been live on Invoca for less than a year and has realized measurable and meaningful impact. The Pearson team has embodied this as they expanded their use rapidly and have fully  leveraged Invoca to better understand their customers' needs and pathways. By importing Invoca data into bidding tools, they are also optimizing spend to spot trends at a macro and micro level which provides insights and guidance across the organization.   Huge congratulations to @Regan_Sweeney and the entire Robert Half team for winning Visionary of the Year.  The Visionary of the Year award goes to a customer that makes the most of their investment through a strong vision, but more importantly their ability to execute on it. They demonstrate how to fully use Invoca technology in new and innovative ways to exceed business objectives and drive transformational growth in their businesses. These visionaries continually inspire our platform and product teams to make improvements that impact the broader Invoca community. The Robert Half team does just that with their extensive lookup tables, which they use to improve their customers’ experience. They have such an impressive use of their IVR, that they have even advised the Invoca team on routing functionality based on their input and experience!   And Chris Pace from Banner Health for being named Thought Leader of the Year! The Thought Leader of the Year is a customer who speaks publicly about their expertise and the innovative ways in which they are using conversation intelligence to drive value and business results. We had amazing finalists in this category, but this winner really stood out as one of the first customers to upgrade from DialogTech to Invoca. Banner Health has fully embraced Invoca, and as a thought leader Chris Pace has fully extended himself as a true partner to Invoca and a knowledgeable resource by participating in multiple webinars. He even hosted a user group for customers who are making the DT upgrade journey.      ... View more

What does the NFL have to do with lead and call routing? In a sales-focused contact center, a critical decision is how to distribute leads and inbound calls among the team. Some companies do round-robins, where calls are allocated evenly. But not at Kinetic by Windstream! Listen to former Carolina Panthers player and current National Vice President of Sales Lorenzo Clark explain why he uses a performance-based approach – where the highest performing sales agents get preferential access to calls. In our full conversation, he also walks through their ranking methodology, how new team members get a “fair shot” as they ramp, and how this approach impacts agent retention and performance. For me, this is a fascinating discussion not just about the mechanics of lead and call routing – but even more so about driving a performance-based organizational culture. ... View more

As consumers, we all receive prompts to complete customer surveys after interacting with a website or talking with a contact center agent. But I always wonder, “can’t you get a sense of how my interaction went from looking at the raw data itself?” BBQGuys, a long-time Invoca customer, is a great example of how to do this. Brian Todd is using AI-powered analysis of contact center conversations to supplement their data set from reviews and feedback surveys. This helps the team to pinpoint and resolve service and product issues quickly, so that BBQGuys can stay a step ahead of "big box" competitors. ... View more

Hello Summit Community! We are so excited about Invoca Summit that's coming up in just a little over a week. While we are not in person this year, that shouldn't stop us from meeting each other and collaborating! Please post a comment here and introduce yourself, tell us where you'll be watching from next week, and what you're looking forward to the most at Summit this year. ... View more