주위를 둘러보십시오. 자동화는 어느 곳이든 있습니다. 공항에서 가방을 체크인하는 것부터 피자를 주문하고 호텔 객실을 예약하거나 의사 진료를 예약하는 것까지, 인공 지능은 전 세계적으로 이용되고 있습니다. 고객서비스라고 다르지 않습니다. 전문가들은 올해 말까지 모든 고객 응대의 85%가 인간의 개입 없이 이루어질 것으로 예상하고 있습니다. 

 

고객 서비스의 자동화는 반복적인 수작업에 대한 인력 투입을 근본적으로 줄여 시간과 노력을 절약하도록 하고 궁극적으로는 금전 자원을 절약합니다. 이는 사람과의 어떠한 접촉도 할 필요 없이 고객이 질문을 하고 즉석에서 질문에 대한 답을 듣도록 하는 프로세스가 추가됨을 의미합니다. 고객이 해결책을 찾기 위해 조금만 수고하면 되기 때문에 이는 매우 효과가 좋은 방법입니다.

 

자동화된 고객 서비스는 상황 또는 2차적인 설명의 필요성을 없애주고 별다른 번거로움 없이 문제의 핵심에 도달합니다. 이는 소매업체, 제조업체, IT 전문가, 그리고 심지어는 Saas 마케팅 에이전시까지도 잠재적인 응용 사례들이 있으므로 업계에 따라 제한적이지도 않습니다.

 

자동화된 고객 서비스를 귀 조직에 통합하고자 합니까? 아니면 주변 사람들에게 그 용도에 대해 아직도 설득해야 합니까? RingCentral이 도움을 드리겠습니다. 귀하의 비즈니스가 자동화된 고객 서비스에 투자해야 하는 이유가 여기에 있습니다.

 

Source: Finances Online

 

문제를 사전에 방지하는 AI

자동화를 통해 여러분은 단순히 인간적으로는 불가능한 일정 수준의 대응성을 갖게 됩니다. 그리 머지 않은 미래에, 가상 비서는 대부분의 사람들이 어떻게 비즈니스와 상호 작용하는지를 이해하고 그 데이터를 이용하여 고객의 전체 여정을 안내함으로써 고객이 원하는 것을 알 수 있습니다.

 

AI 비서는 고객 기반을 구성하는 사람을 파악하고 심지어는 그들이 이를 필요로 한다는 것을 미처 알기도 전에 그들이 원하는 것을 제공할 것입니다. AI 내장 시스템은 무한한 양의 웹사이트와 데이터 세트를 모니터링 하여 조난 지표와 고객 체험 방해자를 식별해냅니다. 그 다음 다양한 플랫폼에서 작동하는 팝업 또는 가상 서비스 에이전트를 통해 즉시 응답할 수 있습니다.

 

이러한 선제적인 문제해결은 한편으로는 동시에 고객 여정과 만족도를 향상시키면서, 동시에 구매 주기 내에서 고객 이탈율을 상당히 낮출 수 있습니다.

 

이런 형태의 선제적인 문제 해결을 “의도 예측”이라고 합니다. 이는 고객이 어디에서 왔는지, 다음에 어디로 가야 하며, 그곳에 도착했을 때 무엇이 필요할지를 파악하는 하나의 알고리즘입니다. 클릭, 스크롤링 속도, 보기, 이전의 구매 같은 입력사항들은 의도를 결정하고 올바른 지원 유형을 선택하는 데이터로 변환됩니다.

 

예를 들면, 기술은 웹 활동에 기반하여 패턴을 인식하고 고객으로부터의 전화를 올바른 에이전트나 부서로 안내할 수 있습니다. 의도 예측은 고객 서비스팀이 그들을 필요로 하는 정확한 지점에 있도록 해 줍니다.

 

24/7 365

AI 지원 고객 서비스를 제공하는 조직은 공휴일, 병가일 또는 시간대 제약 없이 고객 문의를 항상, 매일 처리할 수 있다는 것을 의미하며, 이는 대응을 위한 대기 시간이 없다는 것을 뜻합니다. 대기 시간이 없다는 것은 더 나은 고객 만족을 시사하기 때문에 고객 이탈이 줄어들게 됩니다. 또한 이는 브랜드의 고객 헌신을 증명하여 신뢰와 평판에도 모두 중요한 요소입니다.

 

교육이나 반복 불필요

직원의 채용과 교육은 비용이 많이 들고 시간을 소모하는 프로세스입니다. 미국의 고객 콜 센터 직원 채용에 $4,000 이상의 비용이 들며, 콜 센터 인력관리 소프트웨어 시스템으로 직원을 교육하는데 거의 $5,000 또는 그 이상의 비용이 들 수 있습니다. 문구류와 사무실, 그리고 기타 사무 비용은 아무것도 아닙니다.

 

자동화 솔루션은 콜 센터 내의 일반적인 문제인 비용과 공간 문제 모두를 해결해 줍니다. AI는 팀 구성원들이 고객에게 서비스를 제공하고 업무 만족도를 높이는데 필요한 자원을 제공할 수 있습니다.

 

예를 들어 자동 다이얼러는 모든 특정 통화에 필요한 모든 것들로 상담원들을 무장시킬 수 있습니다. 동시에 컴퓨터 전화통화 통합 소프트웨어는 모든 데이터를 단일 계기판으로 연결해주고 상담원이 고객 문의에 응답하는데 도움이 되는 무수한 방법을 제공해 줍니다. 이러한 특징들은 RingCentral이 스티비 어워즈 수상자가 된 여러 이유 중 일부일 뿐입니다.

 

전체 직원을 재교육하기 보다는 소프트웨어를 변경하고 다른 모든 것을 자동화할 수 있습니다. 나아가 AI를 활용한 고객 서비스 플랫폼은 직원들을 피곤하고 지루한 작업에서 벗어나 도전적인 고객 문제에 더 집중하고 창의적이며 역동적인 솔루션을 생각할 수 있도록 해줍니다. 

 

Source: Superoffice

 

개인화를 위한 보다 쉬운 방법

빅 데이터, 기계 학습, AI를 결합하여 회사는 고객의 전 여정에 걸쳐 친밀한 개인화 수준을 만들어 낼 수 있습니다. 이는 과거 구매를 이용하여 신제품을 제안하는 것처럼 간단할 수도 있고, 사용자의 검색 습관과 독해력에 맞게 실시간으로 배치된 상세 웹사이트 레이아웃처럼 복잡할 수도 있습니다.  

 

이런 종류의 개인화는 고객 체험을 향상시켜 줍니다. 이는 반복 구매는 물론이고 전환을 촉진합니다. AI와 자동화는 또한 고객의 구매 이력, 검색 선호도, 귀사 비즈니스와의 과거 경험을 이해함으로써 인간 직원들이 누구와 이야기하고 있는지에 대한 더 많은 상황 정보를 제공해 줍니다. 서비스 전문가들은 이러한 정보를 통해 귀하의 고객에게 더 나은 그리고 보다 많은 맞춤형 결과를 제공할 만반의 준비가 되어 있습니다

 

보증된 신뢰도 

AI를 활용한 고객 서비스 기술은 인간이 필적할 수 없는 수준의 신뢰도를 보여줍니다. 챗봇은 인간이라면 가질 수 있는 동지 의식이나 편견을 갖고 있지 않습니다. 챗봇은 지각하는 법도 없고 고객에게 짜증내거나 부적절한 농담을 하지도 않습니다.

 

이는 또한 적당한 서비스를 제공하지 않는 경우에는 사안을 관리자에게 보고하도록 설계할 수 있습니다. 이 모든 것은 고객 서비스 상호작용을 향상시키며 이는 반복적인 거래를 만들어 내는 가장 좋은 방법 중의 하나입니다.    

 

질문이 상담원에게 보고되는 경우, 이들은 과거 통화 데이터를 즉시 처리하여 중단된 곳에서 작업을 이어 받을 수 있습니다. 스스로 반복해야 하는 고객과는 대조적입니다. 저장되어 있는 정보나 별도의 데이터베이스는 필요 없습니다. 가상 비서와 함께 일하는 고객 서비스 상담원은 일관되고 믿을 수 있으며 우호적인 서비스를 제공할 수 있습니다.

 

Source: Artificial solutions

 

빠른 확장 능력

AI 활용 기술은 심지어 (팬데믹처럼) 자원이 한정된 경우에도 기업이 쉽고 빨리 고객 서비스를 확장 또는 축소할 수 있도록 해줍니다. 신제품이나 서비스를 출시할 때, 기업은 사람의 개입 없이 무수한 고객 질문을 처리할 수 있는 FAQ 또는 비디오 기반 솔루션을 공개할 수 있습니다.

 

챗봇은 심지어 급격한 상황 중에도 쉽게 고객 문의에 응답하고 모든 상호작용에서 배우고 성장할 수 있습니다. 기업은 제약 없이, 그리고 이 새로운 시장에서 필요로 하는 언어를 구사하는 많은 직원을 채용하고 교육할 필요 없이 새로운 시장에 진입할 수 있습니다. 직원이 어디 있든, 어디에서 일하든 관계 없이 여러분은 여러분의 직원과 연결된 상태를 유지할 수 있습니다.

 

AI는 인간 팀을 대체하기 위함이 아니라 그들을 지원하기 위해 여기에 있습니다. 이는 다량의 데이터를 편집하고 읽기 쉽고 실행하기 쉬운 형식으로 제공하여, 궁극적으로는 고객의 이익을 추구합니다. 이는 일을 더 어렵지 않고 스마트하게 만들어 주며, 이미 고객 서비스를 영원히 바꾸어 놓았습니다.

 

John Allen은 글로벌 UCaaS 및 VoIP 제공업체인 RingCentral의 이사이며 글로벌 SEO입니다. 그는 디지털 마케팅 프로그램 구축과 최적화에 14년이 넘는 경험과 폭넓은 배경을 갖고 있습니다. 그는 MarketScale, E-Spirit 등의 웹사이트에 기고했습니다.

 

RingCentral은 2020 아시아-태평양 스티비상에서 인사관리 경영, 기획, 실행 혁신상 부문 스티비 금상을 수상했습니다.

Grand Stevie Award winners will be honored at an awards ceremony this December

The Stevie® Awards have announced the winners of the Best of the IBA Awards in The 2020 (17^th Annual) International Business Awards®, the world’s premier business awards competition.

Nominees in the 2020 IBAs were not able to apply for the Best of the IBA Awards directly. Winners were determined by a points system based on the total number of awards won in the IBAs, with a Gold Stevie win counting for three points, a Silver Stevie win for two points, and a Bronze Stevie win for 1.5 points. 

This year’s Gold, Silver, and Bronze Stevie Award winners in The International Business Awards were announced on 9 September. The winners of the Best of the IBA Awards will be presented with Grand Stevie Award trophies, and recognized during The 17^th Annual International Business Awards virtual ceremony on 1 December.

Winners of the 2020 Grand Stevie Awards are:

Most Honored Organization: The third largest private bank in Turkey, Yapi Kredi of Istanbul wins this honor with 43 points earned by Gold, Silver, and Bronze Stevie-winning entries for their website, mobile site, business technology solutions, and COVID-19 response.

Most Honored Public Relations Agency: LLYC, a global communications and public affairs consulting firm headquartered in Madrid, Spain, wins this honor with 42.5 points earned by Gold, Silver, and Bronze Stevie-winning entries for communication campaigns, videos, publications, and COVID-19 response. This is the third time in the past four years they have earned this honor.

Most Honored Marketing Agency: Magnet20, Istanbul, Turkey, which creates human experiences with products, services, and platforms to transform brands and grow businesses, wins with 9.5 points for Gold, Silver, and Bronze Stevies on behalf of GSK Turkey & TOG. In 2019 they won the Grand Stevie for Most Honored Interactive Services Agency.

Most Honored Interactive Services Agency: mensemedia Gesellschaft für Neue Medien mbH of Düsseldorf, Germany earns this honor with 10.5 points for Gold and Bronze Stevie-winning nominations on behalf of Mercedes-Benz Buses Online.

Top 10: These are the top Gold, Silver, and Bronze Stevie winners among all other organizations honored in the 2020 IBAs, who will also receive Grand Stevie Awards:

1. Melissa Sones Consulting, New York, New York USA (41 points)
2. DP DHL, worldwide (37.5 points)
3. (tie) Jeunesse Global, Lake Mary, Florida USA (32)
   Ayala Group of Companies, Manila, Philippines (32)

5. (tie) Thai Life Insurance Plc., Bangkok, Thailand (31)
   PJ Lhuillier, Inc (PJLI), Makati City, Philippines (31)
   Ooredoo Group, Doha, Qatar (31)

8. PAIRELATIONS, Centennial, Colorado USA (29)
9. Türkiye İş Bankası, Istanbul, Turkey (29)
10. Makers Nutrition, Hauppauge, New York USA (25)

“Of all the outstanding organizations and achievements that were recognized among this year’s IBA nominations, these 14 organizations stand out as the ones with the widest breadth of achievement,” said Maggie Gallagher, president of the Stevie Awards. “The Best of the IBA Awards honor organizations that show an especially strong dedication to honoring the work of their employees, the projects they produce and execute, and their commitment to customers. After the uncertainty 2020 has brought upon the world, these honorees should be especially proud of their “best of” recognition. We look forward to celebrating Grand Stevie winners during our virtual awards ceremony on 1 December.”

The International Business Awards feature a wide variety of categories to recognize achievement in every facet of work life, including management awards, new product awards, marketing awards, PR awards, customer service awards, website awards, and more.

Gold, Silver, and Bronze Stevie Award placements in the 2020 IBAs were determined by the average scores of more than 250 professionals worldwide in the three-month judging process.

For more information about The International Business Awards, including a complete list of all Stevie Award winners in the 2020 competition, visit www.StevieAwards.com/IBA.

世界最高のビジネス賞プログラムを主催するThe Stevie Awardsが2021年(第15回)スティービー・セールス＆カスタマーサービス賞のエントリー受付を開始しました。エントリーキット、プログラムの詳細はホームページ(http://www.StevieAwards.com/Sales)をご覧ください。

世界中のあらゆるカスタマーサービス、コンタクトセンター、ビジネス開発および営業部署、チームおよび専門家だけでなく専門家が利用する新製品、サービスおよびソリューションプロバイダのすべてが受賞候補として応募することができます。2021年のプログラムでは2019年7月1日以降の業績を基準として受賞者を決定します。

エントリー料が割引される早期エントリーの締切りは2020年10月14日です。最終エントリーの締切りは11月12日ですが、遅延料を支払うと2021年1月13日まで応募できます。ファイナリストは1月中旬に発表される予定で、3月5日にラスベガスのシーザーズ・パレスホテルで開催される授賞式でゴールド、シルバー、ブロンズ受賞者が発表されます。

スティービー・セールス＆カスタマーサービス賞にはセールス賞、カスタマーサービス賞、ビジネス開発賞、新製品賞、ソリューションプロバイダ賞など150以上のカテゴリーで様々な賞を授与しています。参加企業は以下のようなカテゴリーに制限なく応募することができます。

• ㆍ
• 今年のシニア営業幹部、今年の営業担当者などのセールス個人カテゴリー
•  
• ㆍ今年のグローバルセールスチーム、今年のオンラインセールスチームなどのセールスチームカテゴリー
• ㆍ今年の営業ターンアラウンド、今年のセールストレーニングまたはコーチングプログラムなどの営業成果カテゴリー
• ㆍ14の産業グループの優秀セールスカテゴリー
• ㆍ今年の第一線カスタマーサービス専門家、今年のカスタマーサービスリーダーなどのカスタマーサービスとコンタクトセンターの個人カテゴリー 
• ㆍ今年のコンタクトセンター、今年のバックオフィスカスタマーサービスチームなどのカスタマーサービスとコンタクトセンターのチームカテゴリー
• ㆍ電子商取引カスタマーサービス賞、カスタマーサービスイノベーション賞などのカスタマーサービスとコンタクトセンターの成果カテゴリー
• ㆍ12の産業グループのカスタマーサービス部門カテゴリー
• ㆍ5つの産業グループのカスタマーサービス成功カテゴリー
• ㆍ最高の新規ビジネスインテリジェンスソリューション、最高の新規マーケティングソリューションなどの新製品とサービスカテゴリー
• ㆍ今年の営業コンサルティング業務、今年のインセンティブ、報酬または認定供給者などのソリューションプロバイダカテゴリー
• ㆍ今年のビジネス開発専門家または今年のビジネス開発成果(ホスピタリティ＆レジャー)などのビジネス開発カテゴリー

今年新しくなったことは、短い動画またはいくつかの質問の回答を提出するようにし、全カテゴリの提出要件が簡素化したということである。

2021年の新規カテゴリには、組織、同僚、顧客、コミュニティーのパンデミックの衝撃を解決するためのビジネスの開発、顧客サービス、営業の専門家たちの努力を認定する、6つのエントリー料のない新型コロナウイルスに対応するカテゴリが含まれる。

2021年の授賞式では、スティービー・フェイバリット・ カスタマーサービス賞(People’s Choice Stevie Awards for Favorite Customer Service)が選ばれます。この賞はスティービー・セールス＆カスタマーサービス賞で人気を集めている賞で、一般の人々が「今年のカスタマーサービス部門」カテゴリーのファイナリストのうち、気に入ったカスタマーサービスを提供している企業に投票した結果をもとに受賞者が決定します。

2020年のスティービー・セールス＆カスタマーサービス賞受賞者は American Airlines, Barclays, Carbonite, Cisco, Clarabridge, Cricket Wireless, Cvent, Delta Vacations, DHL Express, GoDaddy, Mailchimp, OneWest Bank, SAP, Wells Fargo Treasury Management, VIZIO Inc. などです。

2021年のプログラムは世界の150人以上の専門家によって審査が行われました。

在美国拉斯维加斯进行最佳销售奖和客户服务奖颁奖仪式

举行世界最佳商务大奖评奖活动的史蒂夫®奖(Stevie® Awards)开始征集 2021年 (第15届)销售及客户服务史蒂夫®奖参展作品。参展纲要及对象相关具体内容详见主页(http://www.StevieAwards.com/Sales) 。

全世界所有的客户服务、联络中心、商务开发以及销售部门、团队、专家都有参展资格，这些专家使用的新产品和服务、解决方案供应商也可以参展。2021年大奖根据2019年7月1日以后的成果决定获奖者。

早期参展截止日为2020年10月14日，可享受参展费优惠。普通参展截止日期为11月12日，最终参展截止日期为2021年1月13日，此时需缴纳滞纳金。入围者1月中旬通报，其中金银铜史蒂夫®奖的获奖者将于3月5日在美国拉斯维加斯凯撒皇宫大酒店举行的颁奖仪式上公布。

销售及客户服务史蒂夫®奖的特点是分为150个以上类目，包括销售奖、客户服务奖、商务开发奖、新产品 奖和解决方案供应商奖等。参加企业可在下列类目提交参展作品，参展作品不限个数。

• ㆍ年度高级销售主管和年度销售代表等销售个人类别

  ㆍ年度全球销售团队和年度在线销售团队等销售团队类别

  ㆍ年度销售周转率和年度销售培训或指导计划等销售业绩类别

  ㆍ14个行业分组中的优秀销售类别

  ㆍ年度一线客户服务专业人员和年度客户服务领导等客户服务和联络中心个人类别

  ㆍ年度联络中心和年度后台客户服务团队等客户服务和联络中心团队类别

  ㆍ电子商务客户服务奖和客户服务创新奖等客户服务和联络中心成就类别

  ㆍ12个行业分组中的客户服务部门类别

  ㆍ5个行业分组中的客户服务成功类目

  ㆍ最佳新商业解决方案和最佳新营销解决方案等新产品和服务类别

  ㆍ年度销售咨询解决方案供应企业类别

  ㆍ年度业务发展专业人士和年度商务发展成就（住宿与休闲领域）等商务发展类别

今年与往年不同的是，简化了所有类别的提交要求，可以选择提交简短视频或对几个定向问题的简短回答。

2021年的新类别包括应对新冠肺炎的6个免除参展费的类别，这些类别将表彰业务发展、客户服务和销售专业人员在解决新冠肺炎大流行对其组织、同事、客户和社区的影响方面所做出的出色努力。

2021年颁奖仪式中，将公布市民们评选的最佳客户服务史蒂夫®奖(People’s Choice Stevie Awards for Favorite Customer Service)。该奖项是销售及客户服务史蒂夫®奖中非常受欢迎的奖，是根据普通大众在“年度客户服务部门”类目的所有决赛入围作品中，为自己最喜爱的提供客户服务的组织投票的结果评选的。

2020年销售及客户服务史蒂夫®奖的获奖作品包括 American Airlines, Barclays, Carbonite, Cisco, Clarabridge, Cricket Wireless, Cvent, Delta Vacations, DHL Express, GoDaddy, Mailchimp, OneWest Bank, SAP, Wells Fargo Treasury Management, VIZIO Inc.等。

全世界150多名专家将进行2021年大奖的审查。

비즈니스 개발, 고객 서비스, 영업 성과와 전문가 등 수상 후보

세계 최고의 비즈니스 대상 프로그램들을 주관하는 스티비 어워즈(Stevie® Awards)가 2021년 (15회) 영업 및 고객서비스 스티비대상 출품작 모집을 시작했다. 출품요강과 대상 관련 상세 내용은 홈페이지(http://www.StevieAwards.com/Sales)에서 볼 수 있다.

전 세계 모든 고객 서비스, 컨택 센터, 비즈니스 개발 및 영업 부서, 팀 및 전문가뿐만 아니라, 이 전문가들이 이용하는 신제품, 서비스 및 솔루션 공급업체 모두 수상 후보로 출품할 수 있다. 2021년 대상은 2019년 7월 1일 이후의 업적을 기준으로 수상자를 결정한다.

출품비가 할인되는 조기 출품 마감일은 2020년 10월 14일이다. 최종 출품 마감일은 11월 12일이지만, 지체료 지불 시 2021년 1월 13일까지 출품할 수 있다. 최종 본선진출작은 1월 중순에 발표될 예정이며, 3월 5일 (건강과 안전 조건이 허락된) 미국 라스베이거스의 시저스 팰리스 호텔에서 열리는 시상식에서 스티비 금상, 은상, 동상 수상자가 발표된다.

영업 및 고객 서비스 스티비대상은 150개 이상의  영업상,  고객 서비스상,  비즈니스 개발상,  신제품상 및  솔루션 공급업체상 등 여러 부문에 걸쳐 다양한 상을 시상한다. 참가 기업들은 아래와 같은 카테고리에 제한 없이 출품작을 제출할 수 있다.

• ㆍ올해의 시니어 영업 임원과 올해의 영업 대행인와 같은 영업 개인 부문
  ㆍ올해의 글로벌 영업팀과 올해의 온라인 영업팀과 같은 영업팀 부문
  ㆍ올해의 영업 전환과 올해의 영업 교육 또는 코칭 프로그램과 같은 영업 성과 부문
  ㆍ14개 산업 그룹의 우수 영업 부문
  ㆍ올해의 접점 고객서비스 전문가와 올해의 고객서비스 리더와 같은 고객서비스와 컨택센터 개인 부문
  ㆍ올해의 컨택센터와 올해의 비영업 고객서비스팀과 같은 고객서비스와 컨택센터 팀 부문
  ㆍ온라인 상거래 고객서비스상과 고객서비스 혁신상과 같은 고객서비스와 컨택센터 성과 부문
  ㆍ12개 산업 그룹의 고객서비스 부서 부문
  ㆍ5개 산업 그룹의 고객서비스 성공 카테고리
  ㆍ최고의 새로운 비즈니스 정보 솔루션과 최고의 새로운 마케팅 솔루션과 같은 신제품과 서비스 부문
  ㆍ올해의 영업 컨설팅 솔루션 공급업체 부문
  ㆍ올해의 비즈니스 개발 전문가 또는 올해의 비즈니스 개발 성과(숙박&레저 부문)과 같은 비즈니스 개발 부문

올해 새로운 점은, 짧은 동영상 또는 몇몇 지시된 질문들에 대한 답변을 제출하도록 선택지를 제공하고, 전체 카테고리의 제출 요건이 간소화되었다는 것이다.

2021년 신규 카테고리에는 조직, 동료, 고객, 커뮤니티의 팬데믹의 충격을 해결하기 위한 비즈니스 개발, 고객 서비스, 영업 전문가들의 뛰어난 노력들을 인정하는 여섯개의 출품료가 없는 코로나19 대응 카테고리들이 포함된다.

2021년 시상식에는 시민들이 뽑은 가장 좋은 고객 서비스 스티비상(People’s Choice Stevie Awards for Favorite Customer Service)이 선정된다. 이 상은 영업 및 고객 서비스 스티비대상에서 큰 인기를 누리고 있는 상으로, 일반 대중들이 '올해의 고객 서비스 부서' 부문 본선 진출작 중 자신이 좋아하는 고객 서비스를 제공한 기업에 투표한 결과를 토대로 수상자가 결정된다.

2020년 영업 및 고객 서비스 스티비대상 수상자에는 American Airlines, Barclays, Carbonite, Cisco, Clarabridge, Cricket Wireless, Cvent, Delta Vacations, DHL Express, GoDaddy, Mailchimp, OneWest Bank, SAP, Wells Fargo Treasury Management, VIZIO Inc. 등이 있다.

2021년 대상은 전 세계 150여 전문가들에 의해 심사가 이루어진다.

Die diesjährigen Gewinner der International Business Awards wurden bekannt gegeben

Die Stevie® Awards ehren bereits zum 17. Mal Gewinner aus der ganzen Welt.

Auch in diesem Jahr wurden Organisationen und Führungskräfte auf der ganzen Welt bei den jährlichen International Business Awards als Gold-, Silber- und Bronze-Stevie®-Preisträger ausgezeichnet. Aufgrund der gesundheitlichen Situation werden die Preisträger in diesem Jahr am 1. Dezember im Rahmen einer virtuellen Preisverleihung geehrt.

Tickets für die Veranstaltung sind ab sofort unter www.StevieAwards.com/IBA erhältlich.

24 Organisationen aus dem deutschsprachigen europäischen Raum konnten sich in diesem Jahr über Auszeichnungen freuen

In diesem Jahr wurden aus dem deutschsprachigen Raum zwanzig Organisationen aus Deutschland, drei Organisationen aus der Schweiz und eine Organisation aus Liechtenstein mit Stevie Awards ausgezeichnet.

Die passcon GmbH aus Hamburg, eine internationale Beratungsagentur, zählt zu den großen Gewinner des diesjährigen Wettbewerbs. passcon gewann einen Gold Stevie Award, die höchste Auszeichnung, sowie drei Silber- und zwei Bronze-Stevies. Der Gold Stevie Award wurde der Organisation für „GoKYC“ in der KategorieSaaS Enablement as a Service verliehen.

Passcon über zeugte in diesem Jahr bereits mehrfach die Jury der German Stevie Awards 2020. Mit welchen Leistungen sich das Beratungsunternehmen hier gegen seine Konkurrenz durchsetzte, lesen Sie hier. 

m.Doc. aus Köln war mit zwei silbernen und zwei bronzenen Stevie Awards ein weiterer großer Gewinner. Das Software-Unternehmen schafft neue und smarte Wege des Informationsmanagements im Gesundheitssektor. Ausgezeichnet wurde m.doc für seine Patienten-APP in den speziellen Kategorien zum Umgang mit COVID-19.  

Philip Morris International aus Lausanne (Schweiz) gewann einen goldenen, einen silbernen und einen bronzenen Stevie. Den Gold Stevie Award erhielt das Unternehmen in der Kategorie Innovation of the Year - Consumer Products Industries für „Reinventing digital printing for packaged consumer goods“.

Die VP Bank mit Sitz in Vaduz, Liechtenstein, erhält den Gold Stevie Award in der Kategorie Best Annual Report – Associations für ihren Geschäftsbericht „We connect. Annual Report 2019“.

Weitere Gewinner der International Business Awards 2020 aus dem deutschsprachigen Raum sind u.a. die Deutsche Telekom Services Europe SE (Köln), DHL Express (Muttenz, Schweiz), dotSource (Jena), Geneva Centre for Human Rights Advancement and Global Dialogue (Genf), JI Experience (München), NetFederation (Köln) und riskmethods (München).

Hier finden Sie die vollständige Liste aller Gewinner des Stevie Award 2020 in Gold, Silber und Bronze nach Kategorien sortiert.  

Die Stevie Gewinner wurden aus mehr als 3.800 Nominierungen ausgewählt

Insgesamt wurden die goldenen, silbernen und bronzenen Stevie-Gewinner aus mehr als 3.800 Nominierungen von Organisationen aus mehr als 60 Ländern ausgewählt.  Das sind rund 200 Einreichungen weniger als im letzten Jahr. "Angesichts der außergewöhnlichen Umstände, unter denen Unternehmen und andere Organisationen auf der ganzen Welt in den vergangenen sechs Monaten operierten, sind wir erfreut über die Anzahl der Einsendungen, die die IBAs in diesem Jahr erhalten haben, und über die erstaunliche Anzahl von Geschichten über anhaltenden Geschäftserfolg, individuellen Heldenmut und Selbstlosigkeit sowie über das verstärkte Engagement für die Gesundheit und Sicherheit von Mitarbeitern, Kunden und Gemeinden", erklärte Maggie Gallagher, die Präsidentin der Stevie Awards. 

In Kürze werden die Gewinner der Best of the IBA Awards, fünf Best-of-Competition-Preise, bekannt gegeben.  Die Gewinner werden anhand der Gesamtzahl der von den Organisationen gewonnenen Gold-, Silber- und Bronze Stevies ermittelt und am 1. Dezember im Rahmen der virtuellen Preisverleihung geehrt.

Weltweit können alle Organisationen an den International Business Awards teilnehmen und Nominierungen in Kategorien wie Management, Unternehmen des Jahres, Marketing, Öffentlichkeitsarbeit, Kundenservice, Personalwesen, neue Produkte, IT, Websites und vieles mehr einreichen. Die Bewerbungsphase der 18. International Business Awards beginnt im Januar 2021.

 

 

 

• - Humidity and condensation cause serious problems for PepsiCo sales including lack of visibility, water leakage, and risk of electric shock
•  
• - PepsiCo’s BLU cooler lowers the cost of cooling and creates a condensation-free, 100% visible case for beloved products

About PepsiCo

PepsiCo entered India in 1989 and has since grown into one of the largest multinational corporation food and beverage businesses in the country. The company is dedicated to continuously improving all of their products, operating responsibly to protect the planet, and empowering people around the world to create long-term success for society. 

Keeping Cool

Tropical countries in Asia and Africa have extreme weather conditions with temperatures over 41 degrees celsius and humidity over 75%. During the rainy season, humidity rises to nearly 90%, which leads to many of Pepsi coolers’ glass doors to drip with heavy condensation and subsequently block the products’ visibility, leading to a serious loss of sales and high risk of leakage and electrical shock. 

BLU Cooler was introduced as a super workhorse, robust design cooler with efficient temperature management. The full-length glass door doubles the visibility and lowers the cost of cooling by 20% compared to existing coolers. Patented Hot Air-Flow Management ensures 100% condensation-free see through experience in any environmental conditions, even in the highest humidity. 

PepsiCo India won multiple awards for Innovation in Product Design & Development: both Gold and Silver Stevies for Consumer Products & Services and a Silver Stevie for Energy & Sustainability in The 2020 Asia-Pacific Awards®. 

Interested in entering The 2021 Asia-Pacific Awards? 

The Stevie® Awards, organizer of the world’s premier business awards programs, has announced that ValueSelling Associates will again sponsor the 2021 (15^th annual) Stevie® Awards for Sales & Customer Service. ValueSelling has sponsored this competition since 2008.

Entry kits and complete details on the competition are available at http://www.StevieAwards.com/Sales.

Eligible nominees include departments, teams, and professionals from around the world who work in customer service, contact center, business development, and sales. New products and services and solution providers used by those professionals are also eligible. The 2021 awards will recognize achievements since July 1, 2019.

“We are thrilled to work with ValueSelling once again to put a spotlight on the amazing sales and customer service professionals and organizations around the world. This competition has grown tremendously over the years with their support. The Stevie Awards values ValueSelling’s participation as a sponsor,” said Maggie Gallagher, President of the Stevie Awards.

ValueSelling Associates is the creator of the ValueSelling Framework®, the practical and proven sales methodology preferred by sales executives around the globe. Since 1991, ValueSelling Associates has helped thousands of sales professionals increase their sales productivity and realize immediate revenue growth. They offer customized training to FORTUNE 1000, mid-sized and start-up companies to keep it simple and drive sales results. 

Julie Thomas, President of ValueSelling Associates said “ValueSelling has partnered with the Stevie Awards for Sales & Customer Service for more than 11 years. It’s been a great platform on which to celebrate the accomplishments of our customers and business partners, and a cost-effective way to promote our capabilities to prospective clients around the world.”

Interested in submitting nominations in the 2021 Stevie Awards for Sales & Customer Service?

 

This blog is written by Christina Speck (pictured below), one of the judges for the 17th
 Annual Stevie Awards for Women in Business. She is Head of the Client Lab at MassMutual and the Founder of Innovation Hacks. Connect with her on LinkedIn.

It is no secret that women are making waves in corporate America today. In the late 19^th century, women broke new ground by heading for the Klondike in Alaska, panning their way to riches during the hunt for gold. In an article titled Hints to Women written on December 31, 1897, Annie Hall Strong said, "Women have made up their minds to go to the Klondike, so there is no use trying to discourage them." The article appeared in Skaguay News and was reprinted in newspapers around the country. During this trek, over a thousand women crossed the trails alone or in groups. They earned glowing tributes from the men who reported that the women hauled 100 pounds over several miles. They dragged their own stuff and fended for themselves without asking for help. Many of them made huge fortunes when they struck pure gold.

The spirit to go for gold and showcase the pure grit and determination of women is alive and well at the Stevie’s today. The Stevie Awards for Women in Business are one of eight internationally recognized, prestigious Stevie Award programs. Originally conceived by The Stevie Awards Executive Chairman, Michael Gallagher, as a way to “restore public confidence and investor trust," The Stevie Awards are intended to honor the long road to business and product innovation. As the glittering award indicates, STEVIE (derived from the Greek word ‘crowned’) is meant to crown or bestow gold on outstanding and commendable performance in the face of adversity. 

One such example is the digital anthology eBook “I fly” that was created about the stories of resilience to give hope to others grasping with change and looking for new ways to reinvent their lives. These women went above and beyond to overcome extraordinary life events. Grief, loss, and pain permeate all our lives; but to know that one can not only survive trauma, tragedy, and adversity, but thrive on the other side, is what makes this entry so enduring. Another touching more grassroots entry is a most illuminating contribution from a thought leader who is known for her brilliant contributions to often articulate Steve Jobs’ vision. And it goes on and on – stories that are equally heart rending as they are inspiring.

As a returning Stevie Awards judge, I am humbled by these stories and the entries of women who set new standards and put their proverbial footprint on the sands of time. These women in business come from all nationalities and backgrounds. There is no better place for their contributions and innovation to be showcased than the Stevies which attract thousands of entries from over 70 countries. Join me in cheering on these women who had the courage to start something that changed the world for the better and perhaps, for good!

Interested in becoming a Stevie Awards judge for 2021?

If you qualify, you'll be assigned categories based on your experience, function, and industry.  Categories are judged online, and you'll be able to review and rate as many nominations as you like, at your convenience, any time, day or night. As a judge you will learn how other organizations and individuals are achieving success and confronting challenges, you'll receive a certificate of appreciation suitable for framing, and you'll have an opportunity to win two free tickets to one of our awards banquets. Learn more about judging for the Stevie Awards.

About The Stevie Awards for Women in Business

The Stevie Awards for Women in Business honor the achievements of working women in more than 100 categories, including Entrepreneur of the Year, Executive of the Year, Mentor or Coach of the Year, Lifetime Achievement Award, Achievement in Equal Pay, Women Helping Women, Employee of the Year, Woman-Owned or -Run Company of the Year and Innovator of the Year. All female entrepreneurs, executives, employees, and the organizations they run, worldwide, are eligible to be nominated. New this year are COVID-19 response awards categories for individuals, organizations, and marketing and PR. 

The 2020 Stevie Awards for Women in Business will be judged by more than 200 leading professionals around the world, and nominees will have access to all the judges’ comments and suggestions about their nominations. The last call for entries for the Stevie Awards for Women in Business is September 16, 2020.

The 2019 Gold, Silver, and Bronze Stevie Award winners reflected a diverse group of large and small organizations around the globe. Winners included, among others: 

• Gail Becker, CEO, CAULIPOWER, Encino, CA USA
• Alia Koudsi, Key Account Certified International Specialist, DHL Express, United Arab Emirates
• Carolyn Tisch Blodgett, Senior VP and Head of Global Branding, Peloton, New York, NY USA
• Carolyn Aronson, CEO and Founder, It’s a 10, Coral Springs, FL USA
• Stephanie Wernick-Barker, President, Mondo, New York, NY USA
• Siti Choiriana, Consumer Service Director, PT. Telekom Indonesia, Jakarta, Indonesia
• Oanh Phuong, Regional Head of Customer Support, HP Inc., Asia-Pacific and Japan
• Margarita Simkin, Co-Founder and Executive Chairwoman, INKAS® Armored Vehicle Manufacturing, Toronto, Canada
• Seda Kalyoncu, Senior Vice President of Corporate Communications, Turkish Airlines, Istanbul, Turkey
• Mejuri, Toronto, Canada
• Law on Earth, Brisbane, Australia
• Susan G. Komen, Chicago, IL USA
• Asian Venture Philanthropy Network, Singapore

 

Despite the pandemic, some of us have seen an incredible upturn in workload, and most have had to handle this surge in responsibility while working remotely. Remote workers face unique challenges, particularly as it pertains to forging new relationships while strengthening existing ones.

Suppose you’re a freelancer or are working independently. In that case, you may not need frequent check-in with clients. Additionally, meeting face to face may not be practical due to the social distancing guidelines in your country; never mind the ability to access an office. Other things to consider when communicating remotely are things like different time zones, expensive phone or internet tariffs, or a lack of technical know-how. 

With the influx of technology we have at our fingertips today, there are endless ways to make a connection with remote work tools, text, video calls, and instant messaging apps. You can stay in touch with your team, improve your skill set with personal development courses online, while staying up to date on projects with a team collaboration tool and continue sales prospecting as usual with cloud-based CRMs. 

Beyond technology, there are a few more practical ways to build and maintain client relationships wherever you’re working from. Let’s examine some. 

Establish a routine 

Creating a communication plan with clients is your first step to staying on track. If this is the onset of a new relationship, have an open discussion about contact frequency and format. Ensure this is transferred across to your team, so there are no missed conversations.

This information needn’t be strictly professional, either. You can use your creativity and identify information the client may find useful like news articles or product promotions. This proactivity lends itself kindly to good relationship building.

Get deeper

To help break the ice, have an icebreaker question or questions ready to go at the start of any meeting. Not all client relationships need to stay strictly in work boundaries. If you’re having a video chat, try putting something interesting or quirky in the frame in the hopes it sparks a conversation. 

Source: Adobe stock

Get your technology on the same wavelength 

With the myriad of communication tools available on the market, it’s essential that you ask your client their preferred method of contact, and ensure you’re set up to match it.

A client’s preferred communication method varies according to their personality, age, industry, and other factors.

Some people don’t like appearing on camera and would prefer all meetings done over the phone. A landline isn’t the best for this, given limited capability and the cost of a phone call these days.

If you are dealing with clients regularly on the phone, look into a VoIP line for home offices. A VoIP line works over the internet and can improve quality. It also can link up with your CRM to help track and record conversations with third-party integration. 

Have a look around for the best VoIP router to suit your budget. Personally, since you’re on the Stevie Awards page, maybe go for a vendor in this field who’s been recognized by the Stevie’s already. Interested in entering The 2021 International Business Awards? Request the entry kit.

If the client is happy to video chat, ensure you’ve got the right software and hardware to ensure no awkward freezes or too many “can you say that again-s?”

Source:Adobe stock

Try not get too familiar 

Because it's so easy to call or text a client, there's a tendency to forget business formality. While, as we mentioned earlier, there is a need to speak more casually, if it gets too casual, it can wade into unprofessional and disrespectful territory. This is a business relationship, not a friendship, and must be treated as such.

You do this by curating professionalism across communication channels. On a call, make sure you greet and leave the conversation accordingly. No "hey" or "cheers." On a video call, lose the sweatshirt and wear something more suitable. When texting, avoid emojis and text speak. Don't just launch into a conversation either. 

Acknowledge if you've made a mistake 

If you've messed up, then don't hesitate to make it known. Leaving it hanging will only haunt you, and may mean more than just embarrassment at the end of the day. Working remotely makes it harder to gain trust and loyalty. And mishandling a situation where you're the one at fault will only make this much harder.

If you've made an error, apologize, admit you were wrong, take responsibility, and clarify how this may impact the client. For instance, "I apologize, I missed that; unfortunately, it will set us back a few days. I ensure it won't be repeated." Following that, explain how it happened, take accountability, and work on making sure it doesn't happen again.

Source: Adobe stock

Be an active listener 

Active listening means just that, listening instead of just hearing. It can be hard to listen or get your point across in a remote setting; you may be missing out on a point or on context if you’re just waiting to comment.

Instead of thinking about what to say next, listen carefully to what a client is saying. Take active notes while working on your comprehension ability. Then, once a client has finished expressing themselves, relay their message back to them to ensure you’re both on the same page.

Active listening isn’t just for the phone or video call either; it’s across written communication as well. Make sure you’ve thoroughly read and understood a message before composing your reply. When responding, include a summary of their wishes to ensure consistency. 

Don’t get lost in the jargon 

When you’re in the office talking to your peers, you can drop all the acronyms and code words you want, because you’re speaking the same lingo. Often, your client may not be an expert in your specific sector, and so your industry-related terms may as well be written in Mandarin.

You must be sensitive to the words or terms your client may be unfamiliar with. If you’re not sure, avoid them altogether. In fact, communicating in this way may help both of you - as you learn to present your ideas, topic, or concepts in a way that forces you to think differently about their positioning. 

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Working remotely can make client communication challenging. Even if you’re armed with your CRM, your project planners, an all in one desktop app that collects all communications, and a million post-it notes, there’s still plenty of room for error. However, by remembering all we’ve mentioned above, you can create and maintain productive and friendly client relationships no matter where you’re working from.

Bio:

Sam O'Brien is the Senior Website Optimisation & User Experience Manager for EMEA at RingCentral, a Global VoIP, video conferencing and call centre software provider. Sam has a passion for innovation and loves exploring ways to collaborate more with dispersed teams. He has written for websites such as UC Today and Martech Advisor. Here is his LinkedIn.

Headshot: from RingCentral