infinity's paul walsh: empowering your sales team with real time caller insight
DESCRIPTION
Paul Walsh talks about providing your sales team with real time insights to give them more visibility over a callers behaviour and intentTRANSCRIPT
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EMPOWERING YOUR SALES TEAM WITHREAL TIME CALLER INSIGHT
CEO, INFINITY TRACKING
PAUL WALSH
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REAL TIMELIVE CONTENT
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REAL TIME CALLER INSIGHT
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YOU’RE ALLWINNERS REALLY
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REAL TIMEINTERACTIVE
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CAN REAL TIME HELP?CUSTOMER SATISFACTION
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REAL TIME CALLER INSIGHT
5,000 people survey 83% of online shoppers need support to complete a purchase
Delivery Costs Lack of information Want to ask a question
Abandonment of online purchases
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REAL TIME CALLER INSIGHT
Phone has the highest satisfaction rating 69% Live Chat 63%
Web self-service 58% Virtual agents 55%
Newer communication channels 56%
Communication channels satisfaction
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OVER THE PHONECUSTOMER SATISFACTION
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REAL TIME CALLER INSIGHT
69% of customers said they were on hold for too long when seeking help from a company. Haris Interactive
High abandonment of IVR due too many options
84% of customers are frustrated when a representative does not have immediate access to account information. Mobius Poll
Far from perfect
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INCREASE SALES ORDER VALUEINCREASE CUSTOMER SATISFACTION
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HALF A DOZEN SALES PEOPLESMALL SALES TEAM
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HUNDREDS OF OPERATORSCALL CENTRE
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WITH REAL TIME CALLER INSIGHTSEMPOWERING YOUR SALES TEAM
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REAL TIME CALLER INSIGHT
luxury new york
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THEY WANT TO GO ON HOLIDAYWHAT DO WE KNOW?
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WITH ANALYTICS SYSTEMSCOLLECTING SITE DATA
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NEED DATA IN REAL TIMESALES OPERATOR
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REAL TIME CALLER INSIGHT
Sales Operator has no context Start asking questions Where would like to go? When? New York Generic script
Question Time
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UPSELL UTILISED?CUSTOMER SATISFIED?
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REAL TIME CALLER INSIGHT
new york cheap break
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THEY WANT TO GO ON HOLIDAYWHAT DO WE KNOW?
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SO CALLNOT SURE
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QUESTION TIMESALES OPERATOR
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REAL TIME CALLER INSIGHT
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REAL TIME CALLER INSIGHT
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EXPENSIVE TO RUNCALL CENTRE
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WITH CUSTOMER ON THE PHONETRANSFORM THE WAY YOU INTERACT
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THANK YOUANY QUESTIONS?
CEO, INFINITY TRACKING
PAUL WALSH