CX Demo

Author: Franz Malten Buemann

  • This week in CX: developing the role of digital CX, and Christmas employee standards

    Happy Friday! And welcome to the final news roundup of 2022. Thank you all so much for supporting CXM’s news coverage that we launched earlier this year. We will be back on 6th January!  ‘This week in CX’ brings you the latest roundup of industry news.  This week, we’re focusing on digital CX – including the…
    The post This week in CX: developing the role of digital CX, and Christmas employee standards appeared first on Customer Experience Magazine.

  • Make the Most of Salesforce DevOps Center

    Last Updated on December 15, 2022 by Rakesh Gupta The moment many Salesforce professionals have been waiting for has finally come: Salesforce DevOps Center GA! But before you install DevOps Center in your org and start using it to deploy metadata, let’s discuss how to make the most of it.
    The post Make the Most of Salesforce DevOps Center appeared first on Automation Champion.

  • Fighting Revenue Leaks by Revealing the Power of Data

    Last Updated on December 15, 2022 by Rakesh Gupta Our latest article discussed why revenue leakage is a data-related problem and how admins play a crucial role in tackling it with their technical know-how and problem-solving experience. Without complete and up-to-date Salesforce data, you can’t see the big picture of
    The post Fighting Revenue Leaks by Revealing the Power of Data appeared first on Automation Champion.

  • Breaking News: Salesforce DevOps Center Released!

    Today is the day that thousands of Salesforce professionals around the world have been waiting for – the announcement that the Salesforce DevOps Center has become generally available. This announcement will change the way Salesforce features are deployed across development environments forever, bringing a fresh… Read More

  • Pardot (Account Engagement) External Actions: What’s The Big Deal?

    Welcome, Pardot External Actions. We finally have, in our marketer hands, a feature that extends the reach of Pardot, integrating with our wider marketing tech stack, and as a result, streamline the whole experience. Take actions on prospects outside of Pardot (Account Engagement) with external… Read More

  • 7 Highly Effective Call Center Improvement Strategies

    Call center leaders are always looking for ways to take their operations to the next level. But the question is: what does that next level look like for your business?
    That all depends on the goals your contact center sets. Success will look different for every organization. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them.
    The first step is deciding where to focus your efforts. And that can be an undertaking, considering all the areas of the contact center that can affect performance. Below we’ll discuss some areas you can address when developing your call center improvement strategy.
    The Executive Guide to Improving 6 Contact Center Metrics
    1. Improve the Customer Journey
    When it comes to customer experience, you first need to understand the customer journey with your call center. No doubt, this can be a huge undertaking, as each individual caller or online user will have their own habits, frustrations, and values.
    The first step in tackling this monumental task is to create a series of customer personas. These personas should reflect the types of individuals who most often reach out to your contact center for support. Leveraging customer data will be key here — by gathering these insights, you’ll be able to pinpoint what keeps your customers engaged, and how you can keep them from going to your competitors.
    How to Use Customer Profiles to Improve Call Center Training
    Another way you can shape your ideal customer journey is to collect feedback directly from your customers. After-call surveys are a great way to achieve this. This approach lets you gather impressions and insights directly from the source, while the call center interaction is still fresh in the caller’s mind.
    Lastly, you’ll want to regularly review and analyze your data. The contact center is a ripe field of information ready to harvest, and you don’t want to ignore the valuable insights that come with that. Your call center platform will give you plenty of quantitative data, such as abandonment rates and service levels, which you can compare against your qualitative data, which includes customer feedback and surveys.
    2. Invest in the Right Contact Center Software
    We hear a lot about reducing friction for customers in this industry. In practice, this simply means eliminating as many barriers as possible so they can achieve their goal without frustration. Easier said than done, right?
    Fortunately, there’s a ton of great contact center software out there to help achieve a near-frictionless customer experience. Here are a few of our favorites:
    Call-Back Technology
    Did you know that 44% of callers say they become annoyed or irritated when kept on hold for more than 5 minutes? If you’re experiencing high call volumes, this can become a huge problem, fast.
    Call-back technology is a simple, yet powerful solution that offers your callers an alternative to waiting on hold. Not only that, but it helps flatten call spikes, so your agents won’t be overwhelmed with mounting call queues.
    Visual IVR
    While you may be familiar with traditional IVR, you may not have met its modern counterpart. Visual IVR can be easily installed on your website or mobile app to help direct online users to the correct support channels. This solution can be customized with pre-call questions, which can be escalated to a live agent for a quicker resolution.
    Chatbots
    If your voice channel is in high demand, an AI-driven chatbot may be just what you need to alleviate the strain from your call center. While not as efficient as your friendly neighborhood agent, these are great for supporting your online users with basic queries, leaving the bigger fish for your call center team to handle.
    How to Buy Contact Center Software
    3. Provide Self-Service Options
    Did you know that 45% of companies that offer web or mobile self-service report an increase in site traffic and reduced phone inquiries? It’s no wonder that self-service technologies are on the rise in the call center industry. And while the voice channel is still the most popular for support, it’s important not to underestimate these solutions.
    Modern AI-driven tools are gaining popularity with contact centers. From AI chatbots to Natural Language Processing (NLP) technology to online knowledge bases, these tools are getting smarter with the ability to simulate human interaction. Still, these tools aren’t ready to handle fully complex queries — that’s where your highly trained agents come into play.
    Call center employees love self-service tools because they help them stay focused on customer interactions. These solutions address basic queries and interactions, so agents can focus on bigger issues. It’s a great way to streamline operations and create a better experience for your employees as well as your callers.
    4. Invest in Training and Onboarding
    Contact center technology and self-service options are great to have. But don’t stop there — you’ll need to invest in your agents to achieve a well-rounded operation with strong, consistent performance.
    First, audit the quality of service that your call center is currently offering. As a contact center manager, you might choose to listen in on some phone calls, review recordings, or even use a “mystery shopper” to get a sense of what’s working and what isn’t.
    Once you have a grasp on the state of your call center services, you’ll want to reflect your findings in your onboarding and training. Agents today need to have a very strong grasp of the products or services they’re supporting callers with, as well as the proper skills to maintain control of the conversation.
    Training isn’t just for new hires. In fact, the best call centers prioritize ongoing learning for their agents. Think of regular training sessions as a tune-up on their knowledge and skill set, so your employees can feel confident in their abilities when managing the phone lines. Keep them up to date on new policies, best customer support practices, adjustments to the call center script, and more.

    TIP:
    Call center scripts should be considered living documents, as they’ll need to be regularly updated to align with new industry trends, department goals, and both agent and customer feedback.

    5. Involve Your Agents in Strategic Planning
    As a contact center leader, it’s easy to get caught up in high-level metrics and reports. But ignoring employee input is one of the biggest mistakes you can make. Why? They’re on the ground level and experience customer interactions firsthand. They’ll be able to offer valuable insights into what’s working in your operation, and what isn’t.
    Managers should check in with their agents on a regular basis and use each opportunity to find out what is working in the call center and what isn’t. But be warned: gathering this information and not doing anything with it can backfire and create disengaged employees.
    6. Keep Employees Engaged and Informed
    Of course, communication is a two-way street. You can’t expect your employees to offer up information and support your call center initiatives if they feel constantly left in the dark. In order to achieve this type of relationship, you need to show that you trust them.
    Employee engagement can be an undertaking all on its own. Start by giving your agents autonomy in their work. With the right training and support, they should feel they have control over their daily work and feel empowered to make decisions. Keep them up to date on new initiatives and changes within the department so they aren’t blindsided by new announcements.
    How to Foster Agent Engagement in Today’s Contact Center
    7. Establish KPIs and Monitor Them
    That sounds like a no-brainer, right? Yet many contact centers struggle with setting proper benchmarks for their performance reporting. Earlier, we talked about the importance of gathering customer data and feedback and analyzing those trends regularly.
    What are the most important goals for your call center to hit? You may set targets around Service Level Agreements, Abandonment Rates, First Call Resolution, or even Customer Satisfaction (CSat). Make sure that the KPIs you select align with your business objectives.The post 7 Highly Effective Call Center Improvement Strategies first appeared on Fonolo.

  • Holiday Gift Guide of Small Businesses

    Throughout the year, we’ve shared a ton of small businesses we’re proud to support on our blog and I’ve had the distinct pleasure of interviewing several entrepreneurs whose dedication to their work has been inspiring. In fact, getting to know them has been my favorite part of this job. These brands are doing a myriad of amazing things, from uplifting their communities, ushering in more representation in their respective fields, creating products they’re passionate about, and focusing on sustainability.As you buy gifts for your loved ones in the coming weeks, we encourage you to support these businesses because, along with doing a lot of good, they also sell some pretty awesome products. That’s why we’ve crafted this gift guide to make your shopping experience a little bit easier this holiday season. We hope you enjoy these brands as much as we do!The below brands all ship items to the U.S. and may deliver to other countries as well.For the snack loverIs it really the holidays if you’re not indulging in delicious foods? These tasty treats are sure to put a smile on anyone’s face.Cinnamon spice loaf from Rize Up BakeryRize Up Bakery’s Cinammon loaf $18Rize Up Bakery is unlike any other bakery you’ve come across. Not only does the San Francisco business have roots in social justice activism, but they make some pretty unique sourdough flavors, including Ube, Garam Masala, and K-Pop Gochujang loaves.But this cinnamon spice loaf bread is bursting with holiday flavors and is the ideal gift for the sourdough lover in your life.💡Hear Rize Up’s founder speak to us about taking a stand with his business in season two, episode seven of Small Business, Big Lessons.Made in Michigan gift basket from Zingerman’s Community of BusinessesThe made in Michigan basket from Zingermans$160Based in Ann Arbor, Michigan, Zingerman’s Community of Businesses has several restaurants throughout the area. The brand deeply values community, which is why they’ve committed to only opening businesses in Ann Arbor. Fortunately, they do ship certain food items so anyone can enjoy their treats.This made-in-Michigan gift basket contains a wide range of tasty snacks – cherry preserves, peanut butter, chocolate, bread, pasta, and more!💡Learn more about Zingerman’s Community of Businesses and their unique business practices (they once turned down a potential offer from Disney World) in season one, episode six of our podcast Small Business, Big Lesson.Ten Bar stack from Seattle Chocolate$49.99Chocolate bar stack from Seattle ChocolateSeattle Chocolate makes the richest chocolate bars and, even better, the small business has a great mission too. With every purchase of a chocolate bar, the business donates ten percent of proceeds to Girls Inc.This ten bar stack includes flavors like Mexican Hot Chocolate, Rainier Cherry, and Crunchy Peanut Butter and would be perfect under any Christmas tree.Four-pack Granola Bar Mix from Made with LocalGranola mix from Made with Local$34.99A certified B-corporation, there’s a lot to love about Made with Local. The small business is based in Nova Scotia and gives back to their community in all sorts of ways, including sourcing their products locally and employing individuals who have barriers to the mainstream workforce.They also make delicious granola. This four-pack granola mix is a treat you can bake with your loved ones during the holiday.💡Hear Made with Local founder Sheena Russel discuss how she’s grown a successful business that also has a strong social mission on season 2, episode four of Small Business, Big Lessons. Tea Latte & Strainer Gift Box from Kola GoodiesA gift box set from Kola Goodies$35Kola Goodies makes delicious tea blends and sources their ingredients directly from Sri Lankan farmers. Not only does that make their blends incredibly authentic, but it also allows for the small business to support Sri Lankans directly.This gift box is perfect for anyone who appreciates high-quality lattes. Plus, it comes with a gold tea strainer!💡We featured Kola Goodies earlier this year and wrote about the small business’s commitment to give back to Sri Lankans. Learn more here.For the home decor loverWhy not give the gift of style and elegance this holiday season? These brands craft quality products that would look stunning in any home.Geo Hera Concrete Statue with Tray and Diffuser from Janet GwenConcrete goddess statue from Janet Gwen$58Since their inception in 2014, Janet Gwen has created tons of popular products including their signature marble laptop cases. In fact, the brand has gone viral on social media several times as they’ve expanded their product lineup.One of their most popular items these days are these sophisticated concrete statues that come with a diffuser and tray.Vanilla spice candle from Frères BranchiauxFrères Branchiaux candle in vanilla spice$25When Frères Branchiaux was founded back in 2017 its owners – three brothers – were 16, 13, and 11. Despite their young age, they knew they wanted to create quality candles that gave back to their community. That’s why they donate 10 percent of their proceeds to organizations that are combating homelessness.All of their candles smell divine, but this Vanilla spice one, in particular, has the perfect warm and cozy scent for the chillier months.💡We wrote about how these young brothers founded their very own business, check out the article here.Ethiopian Tea Towels from The Flourish MarketAn Ethiopian towel set$16The Flourish Market sells home decor, jewelry, and clothing, and all of their items have a greater social purpose. The brand partners with other small businesses, including B corps, and employs artisans from all over the world with the goal to give back to these very communities.These tea towels were made in Ethiopia by local artisans and would be a staple piece in any kitchen.Handmade Incense & Tea Light Cottage from Inglenook MarketplaceA decorative tea cottage $65Inglenook Marketplace is a small business based in New York that sells a variety of candles, home decor, and even books. These cottages are handmade by a local potter from the Hudson Valley and can be filled with incense or lights, making it a cozy gift that would match any holiday decor.For the fashion loverNot only are fast fashion brands bad for the environment, but their clothing is usually low quality and meant to be replaced quickly. That’s why we love supporting the following brands that’re creating fashionable and comfortable garments with sustainability in mind.Nora Linen coat from Love and ConfuseThe nora black coat from Love and Confuse$93Love and Confuse is a family-run business that is committed to creating clothing that is meant to last for generations, not just one season. All of their products are made with natural linen, they use recycled materials in their packaging, and practice ethical manufacturing.This Nora linen coat in black is both chic and warm for this time of year.Elias kids tracksuit set from This is UnfoldedThis is Unfolded’s tracksuit for kids$32If you want to make an impact with your holiday shopping this year, look no further than This is Unfolded. The brand creates eco-friendly clothing for women and kids and donates proceeds to Pratham, an Indian charity that supports young children’s education.This kid’s tracksuit is a colorful and comfortable gift for the little ones in your life.Half zip long sleeve top in storm from Eyo ActiveEyo Active’s long sleeve top in grey$75Eyo Active creates workout attire with the Earth in mind. Specifically, their products help reduce ocean waste. They use regenerated nylon, also known as econyl, as their main fabric. This repurposed nylon is regenerated from fishing nets that would otherwise pollute the ocean.This long sleeve top is the perfect gift for anyone who loves working out – or even just lounging around!Signs alpaca dog sweater from Alqo WasiAlqo Wasi’s dog sweater$48-62Using ethically sourced alpaca fiber, Alqo Wasi creates beautiful garments for your furry friends. These sweaters are hand weaved by local Peruvian artisans using traditional techniques. This makes their products both a cute and authentic gift for the animal lover in your life.This specific sweater comes in a bold blue and has an intricate pattern.  💡Check out this article we wrote about Alqo Wasi to learn how the small business is working to amplify their local Peruvian community.For the conscientious shopperThese brands are committed to creating nontoxic products and incorporating sustainable practices into their business, making them eco-friendly gifts.Snack cup in mustard from Eizzy BabyEizzy Baby’s snack cup in mustard$12Eizzy Baby creates non-toxic baby items with materials that are both ethically sourced and BPA-free so parents can feel good about the products they give their kids. The small business also has a partnership Angel House International, a Uganda organization that helps girls get out of poverty.Any parent of a toddler would appreciate this snack cup that makes cleaning up a bit easier!💡Check out our blog on how Eizzy Baby founder Assie Khoussa built her brand organically on Instagram. Sunvisor from SaieSaie’s sunvisor$38A makeup brand that puts sustainability first, Saie crafts all of their products with clean ingredients and also gives back in a major way. The brand has partnered with several environmentally conscious organizations including, Climate Neutral, and 1% For The Planet, and are committed to making a difference.Their sunvisor sunscreen is made with nourishing ingredients and provides a subtle glow that would look flattering on anyone.Holiday notecard set from Arctic Haven StudioArctic Haven Studio’s holiday notecards$22You can never go wrong with sending a loved one some good old stationery and Arctic Haven Studio has just that. These notecards feature high-quality prints of hand-crafted paper art inspired by the Alaskan wilderness. The brand uses recycled paper, limits their usage of plastic, and donates a portion of their proceeds to the Alaska Wildlife Conservation Center.💡Learn how Arctic Haven Studio crafts these one-of-a-kind art pieces here.The big bundle From Ocean BottleA four-pack bundle from Ocean Bottle$150Moving away from plastic water bottles to reusable ones is an easy way to help reduce your carbon footprint.You can feel especially good about buying from Ocean Bottle as every bottle purchased helps the brand collect 1000 plastic bottles, ensuring they don’t reach the ocean.This four-pack bundle is a perfect gift to ensure your family and friends always have a reusable bottle when needed.We hope this blog post has introduced you to some amazing small businesses you can support this season and beyond. Wishing you a happy and healthy holiday!

  • Prompt engineering

    It began with what bosses needed to say to get workers to do what they needed done.

    And then it became widespread, because typing the right things into Google makes it more likely you will find what you’re looking for.

    (True aside: When I worked at Yahoo, they had a secret list of the 100 most searched-for terms. It was secret because it was filled with juvenile Playboy-level porn requests as well as pretty unsophisticated single-word searches. And the number one search was: “Yahoo”)

    Now, with GPT and Stable Diffusion and other machine learning AI tools gaining widespread use, there’s a gap between people who are simply stumbling around with silly short prompts and folks who are figuring out how to engineer an excellent prompt.

    We’re all the boss. Giving better instructions gets better results.

  • Personalizing Donor Impact With Salesforce Marketing Cloud

    Where is my donation going? What impact is it having? These are legitimate questions for a supporter of any nonprofit organization. Most charities look to answer these questions through newsletter updates, case studies and ‘gift shop’-style donation asks. With Salesforce Marketing Cloud we can take… Read More

  • How Benchmark Email’s Shopify Sync Will Increase eCommerce Sales

    Did you know there was a staggering 19% increase in online holiday retail shopping in 2018? And that online shopping made up 13% of the total holiday sales? This percentage only continued to increase each year after. Understandably, no one imagined we would be battling an uncertain economy and recession in 2022. Thus, as an…
    The post How Benchmark Email’s Shopify Sync Will Increase eCommerce Sales appeared first on Benchmark Email.