Technology Services World (TSW) continues to grow from event to event, this being testimony to its sector relevance and audience engagement. I hope that TSIA’s focus will broaden to other technology sector segments such as consumer.
SYKES’ Sales Assist was named a finalist for the Services Innovation Award on Monday, providing an opportunity to describe the product, approach and benefits to a sizeable audience. Competition was tough though, with ServiceSource named the other Services category finalist. As their submission was centred around their core service and platform I felt that they were likely to win. It’s difficult to present a process and methodology on paper and doesn’t always compare favourably with screen shots, dashboards and charts.
At the award ceremony, I sat somewhat nervously as the Innovation Awards part started and was knocked over when Sales Assist was named as the category winner. SYKES is a people business and representing what we do on paper and in presentation slides is really hard, as it is for any contact center outsourcer, but when visitors meet with our people in-centre it all comes alive. They see for themselves the commitment and passion to deliver service to customers and with this it all makes sense.it alland is the thin line at the front of customer engagement.
Sales Assist is a great product, giving companies the method to build sales-through-support activities. So many companies seem to attempt this but fail to achieve a meaningful outcome. I believe it’s because the commitment to succeed is not full and badly prepared programs result in pilot program failure, leading to agents being unenthusiastic and customers disaffected.
I presented Sales Assist once again during the lunchtime session on Tuesday when we did a deeper dive into the five components. At the end I ran a poll to identify which components, in light of what we discussed, delegates felt failed their company’s efforts. The outcome was that 50% or more felt that four of the five (Hiring, Training, Management and Incentives) were major contributors to failure. A little way behind was Measurement with only one-third of participants identifying this. This isn’t a surprising outcome given the amount of measuring that takes place in a typical customer support program. I think Sales Assist can help companies perform better and create or improve a revenue stream.
I’ll be presenting Sales Assist again on Thursday with TSIA’s John Ragsdale. Please join us if you can.