Page 1099 – SalesTech Star

project44 Strengthens Executive Team with Addition of Renee Mauldin as Chief People Officer

-

April 13, 2023

project44 Strengthens Executive Team with Addition of Renee Mauldin as Chief People Officer

Mauldin has a proven track record of fostering an exceptional employee experience at high-growth companies including Google, Uber and Nubank while driving strategic talent initiatives

project44, the leading supply chain visibility platform, announced that Renee Mauldin has joined the company as Chief People Officer. A tech veteran with an impressive record of driving talent strategies at prominent high-growth companies, Mauldin now leads all people initiatives at project44. As a key member of the executive team, Mauldin aims to build on the existing culture to create a diverse and inclusive workforce with people at the center of the organization.

“Renee was in the driver’s seat at critical junctures for some of the most iconic tech companies, directing all things people as those organizations achieved audacious goals,” said Jett McCandless, project44 Founder and CEO. “We’re thrilled to welcome her to the leadership team as we take project44 to the next level, working with our global team to scale and innovate in the months and years ahead.”

Mauldin brings more than 20 years of experience to her new role at project44, including a track record of success in industries such as technology and banking, where she built and led global teams at some of the world’s most well-known, high-growth brands. Prior to joining project44, Mauldin served as Chief People Officer at Nubank where she played an integral role in scaling the private company from fewer than 100 employees to more than 5,000 team members and a successful IPO.

“In my experience, no one cares more about a company’s future than a founder,” Mauldin said. “Jett’s vision for project44 includes building a world-class culture and HR framework that consistently delivers an outstanding employee experience and unlocks career possibilities, driving innovation and creativity. I’m honored to join his leadership team.”

Earlier in her career, Mauldin served as Global Head of People & Places at Uber as well as People Ops Leader for Ads & Commerce at Google. In a previous role as Human Resources Senior Director at Capital One, Mauldin played a key role in transforming a monoline credit card company into a top five bank over the course of 11 years. In these positions, Mauldin gained international experience on how to build innovative, people-first company cultures through smart talent acquisition and development strategies.

“The supply chain touches everyone, and as a supply chain visibility innovator, we have an opportunity to make a positive impact on people’s daily lives. project44 is playing a huge role in how we use technology to make our lives easier and I am thrilled to be a part of that mission.” Mauldin said.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

TouchPoint One Unleashes Supervisor Potential with AI-powered Sidekick Agent Coaching Solution Update

STS News Desk

-

April 13, 2023

0

TouchPoint One Unleashes Supervisor Potential with AI-powered Sidekick Agent Coaching Solution Update

Breakthrough release creates targeted, actionable coaching plans to boost supervisor capabilities, confidence, connection, and performance

TouchPoint One, the leading provider of workforce engagement and performance management solutions for contact centers, announced today a new release of its Sidekick agent coaching system. The software update leverages multi-dimensional data modeling, process optimization algorithms, and client-centric data frameworks to create real-time, targeted, actionable coaching plans for frontline supervisors and managers. Sidekick dramatically boosts supervisor capabilities, confidence, connection, and performance by providing real-time intelligence, insight, and instructions to effectively support agents where and when needed.

“TouchPoint One is in the business of helping people succeed – and to that end, we equip all levels of contact center personnel with knowledge, systems, and connection necessary to effectively develop, execute and lead,” said Greg Salvato, CEO of TouchPoint One. “The latest Sidekick update is emblematic of our commitment to ensuring frontline leaders are prepared to support and inspire agents in an environment of increasingly complex CX interactions.”

Sidekick enables supervisors and other frontline leaders to intelligently and systematically manage coaching, recognition, and other agent support activities across the full spectrum of performance metrics. Sidekick is fully integrated with TouchPoint One’s award-winning Acuity contact center performance management platform and is available immediately as an upgrade to current Acuity customers.

Sidekick Update’s Key Benefits:

Reduces multiple hours of daily effort to collect, organize, and study reports and data.
Boosts supervisor productivity by creating prioritized “Best Next Action” coaching plans in seconds.
Engenders process development, consistency, and accountability. Systemized coaching routines are monitored and measured across all aspects of execution.
Aligns and equips senior management to mentor, guide and support effectively.
Mitigates data interpretation errors and agent support delivery.
Increases frequency and quality of support and recognition to improve employee engagement, experience, and retention.
Integrated gamification heightens awareness of coaching-related KPIs and boosts individual and team connection and engagement.

“Sidekick relieves supervisors from the time-consuming burden of collecting and organizing disparate data, analyzing intricate reports, and formulating coaching strategy freeing up time for the actual delivery of agent support, engagement, and coaching,” said Brad Baumunk, EVP of Sales Operations and Chief Consulting Officer, at Tri Source International LLC. “We are excited about the rollout and amplified impact the new Sidekick features will deliver in team leader efficiency, capacity, confidence, and potential and ultimately, agent performance and improved CX .”

Sidekick combines real-time performance intelligence with agent coaching, recognition, satisfaction, best-practice modeling, and other features to streamline, shape, and optimize supervisor support routines. It’s the leading solution explicitly designed to help contact center supervisors establish solid and productive bonds with agents and develop the skills they need to lead their teams confidently.

Sidekick is vital in the digital transformation of performance management and employee engagement. It helps organizations better understand their operations, improve alignment, enhance employee and customer experience, and drive progressively improved financial and operational performance. Contact center leaders choose Sidekick and the Acuity performance management platform for its documented record of helping to fix attrition, absenteeism, performance, and engagement challenges and reducing operational expense.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Affirm and Stripe Expand Partnership to Help Merchants in Canada Grow Revenue

STS News Desk

-

April 13, 2023

0

Affirm and Stripe Expand Partnership to Help Merchants in Canada Grow Revenue

Launch of Canadian partnership brings Affirm’s Adaptive Checkout™ to Stripe’s Canadian users

Affirm, the payment network that empowers consumers and helps merchants drive growth, today announced that it is expanding its relationship with Stripe, a financial infrastructure platform for businesses, to Canada. Affirm’s Adaptive Checkout™ is now available to all eligible Canadian Stripe users, allowing merchants and platforms to add this pay-over-time option to their checkout experience in minutes.

“Stripe has been powering Canadian businesses since 2012 and our work with Affirm will help them continue to scale and adapt with changing consumer preferences,” said Sophie Sakellariadis, Product Lead for Payment Methods at Stripe. “By adopting Affirm, we’ve seen Stripe users boost their average order value with flexible payment plans.”

Businesses on Stripe that adopt Affirm have seen an average 41% higher average order value with Affirm compared to their existing payment methods.

“Since launching in the U.S. with Stripe, we’ve helped many businesses better serve their customers and drive growth by providing transparent and flexible payment options,” said Wayne Pommen, Chief Revenue Officer of Affirm. “We are excited to expand our partnership and strengthen our position as one of the leading providers in Canada. By providing consumers with greater choice to select the custom payment plan that is right for them, Adaptive Checkout has been proven to increase sales and conversion, and is now available to Stripe’s Canadian users.”

Adaptive Checkout uses Affirm’s smart decision engine to make a real-time underwriting decision and offer consumers optimized bi-weekly and monthly pay over time options side-by-side. By providing Adaptive Checkout, Canadian Stripe users now have the ability to offer a variety of payment options to their customers that range from six weeks to 36 months for as low as 0% APR. As always with Affirm, consumers will not be subject to any late fees or hidden charges.

Consumers who select Affirm as a payment option during checkout go through a quick, free soft credit check that does not impact their credit score. If approved, eligible customers will be able to split their purchases into bi-weekly or monthly payments. Even if they’re late or miss a payment, a customer’s total payment amount will not increase as Affirm does not charge late or hidden fees.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Music Shop 360 Optimizes Migration from Quickbooks POS to Deliver the Only All-in-One POS Designed Specifically for Independent Music Retailers

STS News Desk

-

April 13, 2023

0

Music Shop 360 Optimizes Migration from Quickbooks POS to Deliver the Only All-in-One POS Designed Specifically for Independent Music Retailers

Cloud-based POS with industry-specific features including online rental management to optimize music shop business success

Music Shop 360, the leading all-in-one, cloud-based retail point-of-sale (POS) solution for modern music retailers, announced today that it has optimized integration with the Intuit QuickBooks Online accounting feature to provide music retailers with a complete POS solution for running a successful music business.

Backed by decades of music industry expertise, Music Shop 360 is a true end-to-end retail software solution that supports retail music business operations with real-time visibility and control over in-store and online sales, including inventory, repairs, rental management, customer communications, and marketing. Through Music Shop 360’s integration with QuickBooks Accounting, music retailers can organize and manage their business with software to help track income, expenses, and stay ready for taxes. For music retailers transitioning from the QuickBooks Desktop POS, Music Shop 360 delivers an ideal solution.

“With QuickBooks discontinuing its Desktop POS, it creates a great opportunity for music retail businesses to make the switch to a retail POS that was created specifically for independent music shops, with features like online school rental management, a fully integrated, retail ready website and a direct integration with Reverb.com, that they can’t find in a generic POS,” said Taylor Harnois, General Manager, Music Shop 360. “The Music Shop 360 all-in-one platform helps independent music retailers remain competitive and profitable.”

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Veritas Logistics Accelerates 3PL Business and Digitizes Customer Experience with Turvo’s Collaborative TMS

STS News Desk

-

April 13, 2023

0

Veritas Logistics Accelerates 3PL Business and Digitizes Customer Experience with Turvo’s Collaborative TMS

Leading North American logistics provider automates and streamlines operations with Turvo Collaboration Cloud and its industry-leading transportation management applications.

Turvo, provider of the world’s leading collaboration application designed for the supply chain, today announces its strategic partnership with Veritas Logistics, LLC, a leading third-party logistics firm headquartered in Cincinnati, OH.

The Veritas team has over 20 years of combined experience, a deep understanding of the supply chain, an expansive network, and a maniacal focus on customer experience. Veritas specializes in a range of 3PL services including temperature controlled, flatbed, dedicated capacity, dry van, expedited services, less-than-truckload (LTL), drayage, intermodal, and high-value cargo shipments.

Veritas selected Turvo as their tech partner and TMS provider to accelerate growth, and is live on the Collaboration Cloud platform at its locations across Ohio, Arkansas, and Illinois. With Turvo, Veritas has achieved tremendous growth with a 242% increase in YoY revenue, a 323% increase in shipment volume and a better overall customer and carrier experience. Additionally, Veritas has quickly increased its employee headcount by 350% in 12 months. With Turvo, Veritas employees benefit from rapid onboarding and adoption with guided training via Turvo Academy.

“At Veritas we are a people first business and we aim to provide our customers with exceptional service powered by tech, ” said Brian Hastings, CEO, Veritas. “Making the decision to partner with Turvo was simple — it’s the most modern and innovative TMS on the market. It’s given our operators the ability to digitize and streamline operations, and our customers benefit from faster, more efficient shipment execution and service.”

With Turvo’s TMS, Veritas offers its network of employees, carriers, drivers and customers a common, cloud platform to collaborate and manage orders and shipments with real-time visibility into every movement and every transaction. Veritas operators can plan, execute, and settle freight with more accuracy and manage shipments by exception to keep customers informed as issues arise. Veritas operators can engage with customers in real-time, keep them informed to eliminate manual check calls and the redundancies of legacy TMS providers.

“Veritas is now positioned to scale their business leveraging our advanced TMS software while keeping their customers at the core of their business model — this is the power of Turvo,” said Scott Lang, Chairman and CEO, Turvo. “Turvo’s platform was built for collaboration with the end-customer top of mind. This partnership truly differentiates Veritas, and we’re excited to be a big part of their continued growth.”

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Call Center Attrition Rate – It is Now the Most Important KPI

STS News Desk

-

April 13, 2023

0

Call Center Attrition Rate – It is Now the Most Important KPI

If you ask C-level leaders of a company what is the key performance indicator (KPI) for determining if the call center is operating effectively and efficiently, most will say service level, some will say customer satisfaction, and even fewer will say First Call Resolution. But in the pandemic era, are those KPIs the most important? That is not to say these KPIs are not important; they are, but maybe it’s time to shift focus to call center turnover as the most important KPI.

The quiet quitting and great resignation in 2022 have brought us a seemingly-endless onslaught of call center issues, such as poor customer experience (CX) and higher operating costs. In addition, recent SQM Group research shows that “47% of managers feel their biggest problem operating a call center effectively and efficiently is high agent turnover and absenteeism”.

According to SQM’s CX research, First Call Resolution (FCR) and Customer Satisfaction (Csat) for the call center industry significantly decreased in 2022. SQM also believes that the number one problem in 2022 to achieving a high call center Csat and FCR rate is the historically high agent turnover rate of 38%, and there are no signs of slowing down the employee turnover rate any time soon.

The high agent turnover percentage is staggering, but they don’t tell the entire story. SQM’s 2022/23 benchmarking data shows some call centers have agent turnover as low as 20% and as high as over 200%. In addition, compounding the agent turnover issue is that 81% of agents prefer the work-from-home model (WFH), 16% want the hybrid model, and only 3% prefer the call center. By all accounts, the WFH model has been one of the main contributors to high agent turnover.

As a result of the higher agent turnover, job burnout, absenteeism, operating cost, and lower FCR and Csat, you can strongly argue that call center turnover is the most important KPI. This belief is because call center turnover KPI is crucial for helping manage a call center’s operating practices efficiently and effectively.

Call Center Turnover Benchmarks

With such low unemployment, agent job dissatisfaction, and the WFH model making it easy for agents to job-hop, it is no surprise that call center turnover is high. The average call center agent turnover was 35% in 2021 and 38% in 2022. In addition, the 2022 agent turnover is an astonishing 58% higher than in 2020. Based on call center turnover for the last two years, the industry standard for call center turnover is 35% or lower.

Root Cause Themes Why Agents Quit:

Overall job dissatisfaction working in a call center
Low unemployment rate and the WFH model provide more options to job hop
Government financial assistance is available for individuals not working
Undesirable work schedule, repetitive work, and being confined to a desk
Poor career opportunities, skills underutilized, and limited skills development
Not appreciated or valued and not enough motivation, recognition, and rewards
Personality conflicts with supervisors, poor supervisor coaching skills, and lack of autonomy
Dealing with dissatisfied customers, the pace of work is too fast, and low pay for job responsibilities
Emotional disconnection from co-workers, WFH not conducive for developing friends from work

It is widely believed that the decreasing FCR and Csat trend in the call center industry over the last three years is mainly attributed to the agent’s great resignation and quiet quitting. In addition, a declining unemployment rate and a favorable job market have made it challenging to find, engage, and retain agents.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Broadvoice Awarded Excellence in Customer Service Award by Business Intelligence Group

STS News Desk

-

April 13, 2023

0

Broadvoice Awarded Excellence in Customer Service Award by Business Intelligence Group

Provider Honored for Exceptional Broadvoice Success Program

Broadvoice, a provider of hosted voice, unified communications as a service (UCaaS), omnichannel contact center as a service (CCaaS) and SIP Trunking services for small and mid-market businesses, announced they were named a winner of the 2023 Excellence in Customer Service Awards presented by the Business Intelligence Group.

The Excellence in Customer Service Awards celebrate organizations that support their customers and develop tools to help others find success. These programs are judged by business executives with experience and knowledge in the industry, and awards were given to consultants, outsource partners and technology providers for superior performances in the past 12 months.

“Broadvoice is committed to serving our customers through the entire customer life cycle, not only the sales cycle,” said Broadvoice COO Herb Pyles. “We’re honored to be recognized by Business Intelligence Group for our Broadvoice Success Program. This industry-leading program has supported thousands of customers and set them up for success with our award-winning b-hive UCaaS platform.”

The Broadvoice Success Program, led by a dedicated customer success team, began in August 2021. Every customer, regardless of size, is assigned an orientation specialist to ease the learning curve, ensure the system is correctly set up and help customers embrace and understand the platform’s full functionality. Since the program launched, Broadvoice has earned an industry-leading CSAT score of 92 percent and recorded a 15 percent reduction in customer support calls and a 10 percent reduction in technical support calls.

“Customer service professionals and suppliers have had to make significant changes to adapt to our evolving world,” said Maria Jimenez, Chief Nominations Officer of the Business Intelligence Group. “It’s our honor to recognize Broadvoice as they are leading by example and making real progress on improving the daily lives of so many.”

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Coupa and Goldman Sachs Transaction Banking Launch A Seamless Business Payments Solution

STS News Desk

-

April 13, 2023

0

Coupa and Goldman Sachs Transaction Banking Launch A Seamless Business Payments Solution

The global collaboration creates a streamlined process for domestic and cross border payments.

Coupa, a global leader in Business Spend Management (BSM), and Goldman Sachs Transaction Banking (TxB), a modern, digital-first, cloud-based bank provider, announced a joint initiative to simplify payment processes between businesses and their global supply chains.

Making payments between businesses is fraught with operational challenges that are costly, onerous, and inefficient. Through this collaboration, Goldman Sachs TxB and Coupa enable customers to easily make payments, including domestic, cross-border, and foreign exchange (FX) payments to 124 currencies, across 167 countries.

The business payments solution from Goldman Sachs TxB and Coupa offers:

Fast Integration: API-led integration leading to a real-time and rich transparency of data exchange
Quick & Convenient Payments: with the ability to make payments within the Coupa experience allowing for streamlined processes
Enhanced Cross-Border Payments: offering SWIFT GPI to track payments from end to end and increase efficiencies throughout the payment process

“We are collaborating with Coupa to further innovate in the world of payments through smarter and seamless solutions that provide a consumer-like user experience to our customers,” said Brinda Bhattacharjee, Head of Product, Transaction Banking at Goldman Sachs. “This collaboration allows us to unlock additional value for global businesses looking to modernize their payments processes and increase visibility for both buyers and suppliers.”

“Optimizing cost while reducing risk is core to delivering maximum value to Coupa customers. Our collaboration exemplifies Coupa’s focus on innovation and driving success for our customers,” said Raja Hammoud, Executive Vice President of Products at Coupa. “Enhancing the Coupa platform with Goldman Sachs TxB capabilities will further streamline and centralize payments for customers and their suppliers around the globe. We are excited to transform the world of business payments from complex and slow to simple and fast.”

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

EY Announces Alliance With Hexagon’s Asset Lifecycle Intelligence Division to Help Build Supply Chain Technology Strategies and Service Offerings

STS News Desk

-

April 13, 2023

0

EY Announces Alliance With Hexagon’s Asset Lifecycle Intelligence Division to Help Build Supply Chain Technology Strategies and Service Offerings

Provides foundation for digital innovation in asset-intensive industries through EAM and APM solutions
Supports broad agendas of EAM and APM technology and related business disciplines through core competencies
Monitors, tracks and extracts value from assets while mitigating risks such as operational downtime and unplanned costs

The EY organization today announces an alliance between Hexagon’s Asset Lifecycle Intelligence division (Hexagon), a leading software-as-a-service (SaaS) company, and Ernst & Young LLP (EY US) to offer digital transformation and cloud migration strategies that include enterprise asset management (EAM) and asset performance management (APM) technologies through innovation and solution expertise.

Given the fast-paced and ever-changing nature of technology, business operations are continuously challenged to adapt and better manage their assets. The EY–Hexagon Alliance leverages EAM and APM service offerings for clients who are seeking to address asset-related business challenges and pain points.

Combining Hexagon’s EAM solution, built in and for the cloud as a SaaS offering, and the capabilities and services of EY US’ Technology Consulting, this Alliance unites technological competencies in sustainability, cyber, digital twin, supply chain and manufacturing execution systems. Furthermore, to complement digital transformations and cloud modernization efforts, service offerings will also include installation and upgrade support, as well as assessments and digital enablement to help sustain digital realities and enable autonomous futures.

Gaurav Malhotra, EY–Hexagon Alliance Leader, Ernst & Young LLP, says:

“Strengthening and expanding the EY supply chain technology services, this alliance with Hexagon will support improved digital transformation results for our clients and the EY cross-sector and cross-platform growth strategy. This Alliance will establish EY technical and resource competencies around Hexagon’s revolutionary Smart Digital Reality™ and allow us to partner with Hexagon on digital innovation solutions.”

Mark Carrigan, Hexagon ALI’s Senior Vice President, Global Sales Excellence, says:

“Hexagon sees this alliance relationship with EY US as a key enabler for Hexagon’s clients to unlock the smart digital reality vision. For over a decade, EY US has provided many asset-intensive organizations with successful EAM implementations and advanced asset management strategic services. Furthermore, EY US’ experience supporting successful business transformations, leadership in climate change and sustainability, and commitment to invest in and support joint innovation and innovative experiences provides a strong lever to enable Hexagon and EY US clients realize their desired business outcomes and position themselves for the autonomous future.”

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Vodafone Spain and TechSee Win 2023 Excellence in Customer Service Technology Award

STS News Desk

-

April 13, 2023

0

Vodafone Spain and TechSee Win 2023 Excellence in Customer Service Technology Award

TechSee announces their customer, Vodafone Spain, has been named a winner in the 2023 Excellence in Customer Service Award, presented by Business Intelligence Group, for use of TechSee’s Visual Intelligence AI within the ‘My Vodafone’ app.

Vodafone, the largest global technology communications company, transforms how we live and work through its innovation, technology, connectivity, platforms, products, and services. Vodafone Spain has recently shifted focus to a digital-first customer support strategy. To help achieve this, they partnered with the leading computer vision technology company, TechSee.

In 2022 TechSee launched their revolutionary Visual Intelligence Studio, a no-code platform empowering companies to create computer vision AI models and digital workflows that allow consumers to service themselves. Using Visual Intelligence AI, Vodafone Spain support now includes a digital journey option providing AI-powered self-service and visual support capabilities allowing customers to completely, digitally unbox, install, set up, and register their devices with no need to contact customer service.

“By implementing TechSee’s Visual Intelligence AI into the ‘My Vodafone’ app, our customers are now able to set up their new TV box and router through a 6-7 minute interactive, intuitive step-by-step guide, through a personalized immersive experience. And everything in a 100% digital experience through the ‘My Vodafone’ app. Overall, we see a drastic improvement in customer experience and satisfaction, as well as in first-time resolution rates. Moreover, we are significantly reducing the need for customer calls to our technical experts.” Emilio Varas Jimenez, Customer Fulfillment Manager, Vodafone Spain.

“Vodafone Spain continues to lead the telecom industry by providing agents with as many technologies as possible to better serve customers in innovative, interesting ways. We are honored to be part of their technology and automation journey and look forward to continuing to innovate alongside the Vodafone team” Marcio Rodrigues, VP Strategic Accounts TechSee.

“Customer service professionals and suppliers have had to make significant changes to adapt to our evolving world,” said Maria Jimenez, chief nominations officer of the Business Intelligence Group. “It is our honor to recognize Vodafone Spain as they are leading by example and making real progress on improving the daily lives of so many.”

The Excellence in Customer Service Awards celebrate those who are winning by supporting their own customers and those who are developing the tools to help others find success. Awards were given out to consultants, outsource partners and technology providers for superior performances in the past 12 months.

Mauldin has a proven track record of fostering an exceptional employee experience at high-growth companies including Google, Uber and Nubank while driving strategic talent initiatives

Breakthrough release creates targeted, actionable coaching plans to boost supervisor capabilities, confidence, connection, and performance

Cloud-based POS with industry-specific features including online rental management to optimize music shop business success

Leading North American logistics provider automates and streamlines operations with Turvo Collaboration Cloud and its industry-leading transportation management applications.

Provider Honored for Exceptional Broadvoice Success Program

The global collaboration creates a streamlined process for domestic and cross border payments.

Provides foundation for digital innovation in asset-intensive industries through EAM and APM solutions

Supports broad agendas of EAM and APM technology and related business disciplines through core competencies

Monitors, tracks and extracts value from assets while mitigating risks such as operational downtime and unplanned costs

Popular Posts

Follow Us

About Us

Quick Links

Visit Out Other Sites

Follow Us

Interested in our Customized Editorial Services?

Please fill your details and we'll get in touch with you!