Look! Up in the sky! Is it a bird? A plane? No, it's a Revenue Execution Hero!
Invoca's Revenue Execution Heroes program gives our customers an opportunity to highlight the successes they've achieved through their partnership with Invoca. It also has perks like personal branding opportunities, VIP invites to regional events, access to private beta programs, and more.
As part of the program, we're shining a spotlight on our inspiring heroes. Today's featured hero is Lee Mathis, a seasoned sales and contact centre leader with a track record of driving revenue growth through strategic innovation.
What are some of your career highlights?
My career has been marked by a series of strategic moves that have allowed me to grow professionally and make impactful contributions. Starting in sales, I quickly progressed to leadership roles by focusing on relationship building and customer satisfaction.
Some highlights include leading a sales team to exceed targets consistently and driving a significant increase in revenue through innovative sales strategies. Additionally, I've successfully implemented new technologies and processes that enhanced team productivity and customer engagement.
How are you adapting sales training for younger generations entering the workforce?
Adapting sales training for younger generations involves incorporating technology and interactive learning methods that resonate with them. I focus on using digital platforms and gamification to make training and coaching more engaging.
Mentoring and collaborative projects also play a key role in developing their skills and confidence. Additionally, I utilise a 5-step coaching strategy that is aligned with our sales process, ensuring that training is relevant and directly applicable to their roles, thereby enhancing their ability to connect with customers and achieve sales goals.
How are you using AI and automation in QA processes?
AI and automation are integral to streamlining quality assurance (QA) processes. I utilise AI tools to analyse customer interactions and identify patterns, which help in predicting potential issues and improving service delivery. Automation reduces manual errors and speeds up routine tasks, allowing the team to focus on more complex quality assurance activities.
By using these technologies, I was able to go from monitoring less than 1% of calls to 100% of customer interactions, allowing for more robust coaching and improvement opportunities. This comprehensive monitoring capability has significantly enhanced our ability to provide personalised feedback and drive continuous improvement in customer service, leading to more sales and revenue.
How do you balance efficiency with thoroughness in quality management?
To balance efficiency with thoroughness, I implement a structured approach that prioritises key quality metrics while ensuring comprehensive review processes. Using AI-driven analytics allows for quick identification of areas needing attention, while regular audits ensure thoroughness. Training the team to focus on critical aspects of customer interactions helps maintain high standards without compromising on speed.
What metrics best reflect true customer interaction quality?
Metrics such as customer satisfaction scores, first-call resolution rates, and net promoter scores are effective indicators of interaction quality. Additionally, sales conversion rates and auxiliary products attachment rates further reflect the success of customer engagements and the ability of representatives to meet customer needs.
Monitoring customer feedback and sentiment analysis provides deeper insights into the efficacy of communication and service delivery, helping to identify areas for improvement and ensuring that interactions are both effective and satisfying for customers, while increasing lifetime value.
What advice would you give to other contact centre leaders looking to better align with their marketing teams?
Contact centre leaders should foster open communication and collaboration with marketing teams. Sharing customer insights and feedback can help marketing refine their strategies to better meet customer needs. Regular meetings and integrated planning sessions ensure alignment and enhance the overall customer experience.
How do you expect AI to change contact centre operations?
AI is expected to revolutionise contact centre operations by enhancing customer service through predictive analytics and personalised interactions. It will automate routine tasks, freeing up agents to focus on complex issues, and improve decision-making with data-driven insights. We will then share these insights with marketing to optimise new and existing campaigns, fostering more sales and ensuring that marketing strategies are closely aligned with customer preferences and behaviors. This collaboration will enhance the effectiveness of marketing efforts and drive business growth.
What advice would you give contact centres or sales leaders just getting started?
For those just starting, it's crucial to focus on building strong customer relationships and understanding their needs. Leveraging technology to enhance communication and operational efficiency is also vital. Continuous learning and adaptation to market changes will ensure long-term success.
If you could go back to the beginning of 2024 and give yourself one piece of professional advice, what would it be?
If I could go back to the beginning of 2024, I would advise myself to be more proactive in adopting emerging technologies and trends. Keeping a pulse on industry innovations and integrating them into operations can provide a competitive edge.
What are some of the biggest mistakes you see contact centre/sales leaders making?
Some common mistakes include failing to adapt to new technologies, not prioritising customer feedback, and neglecting team development. Leaders should strive to be flexible and responsive to change, investing in both technology and human capital.
What are you passionate about outside of work?
Outside of work, I am passionate about several activities. I enjoy attending NASCAR events, which allows me to indulge in my love for motorsports and the excitement of racing. Additionally, I have a keen interest in building models, which provides a creative outlet and an opportunity to work meticulously on detailed projects. I also spend quality time with my family and engage in community service and volunteer work, contributing positively to society.
Claim Your Cape and Become a Revenue Execution Hero
Are you interested in becoming a hero? Turns out you don't need to get bitten by a radioactive spider. You just need to be an active Invoca customer and participate with the community through media interviews, speaking opportunities, case studies, or sharing expertise.
What do you get? Elevate your personal brand, connect with peers, access private beta programs, be eligible to win industry awards, and receive VIP invites to Invoca events.
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