For thousands of years, eggplants have had ‘features’ like this. But once we learned what they resemble, we can’t unsee it. It used to be a weird shape for a vegetable, but now it looks eerily like a former President.
Once we find a hook, we can’t forget it.
Our job as story tellers is to find one of those hooks.
PS a fabulous holiday gift box from Megan Giller (ethical, delicious chocolate) is right here.
As a small business owner, ongoing tasks need your attention constantly. There are new strategies you want to develop; you must plan your content, research product ideas, and much more. Naturally, it is always a welcome bonus if a tool helps you take care of repetitive tasks, freeing up much-needed time for other projects. That’s…
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Hello friends, I have seen how GPT-3 can generate creative texts for marketing and I like that idea I have also seen tools that work with this AI but they are focused on companies, I would like to create a tool but focused on Freelancers obviously the cost should drop significantly, keep reading if you are interested 1.- Creative description of a fictitious agency. Ready to foster your business growth? Let the experts at Foster Agency take your company to the next level with Nocode technology! Our experienced team will help you optimize your resources and reduce costs so you can focus on what matters most. Join us today and see just how far we can foster your success! 2.- Description of Nubak neobank Nubank is a leading neobank and fintech in Latin America, providing customers with intuitive and cutting-edge financial services. Founded in 2014, Nubank has quickly become one of the most innovative and disruptive companies in the world, leveraging technology to create an intuitive and user-friendly experience for its customers. Nubank offers a wide range of products and services, from prepaid debit cards to digital accounts, providing customers with the freedom to manage their finances and make payments anytime, anywhere. With an ambitious mission of liberating people from the bureaucracy of traditional banking, Nubank is revolutionizing the financial industry in Latin America. 3.- Fictitious test of a new big Mc from Mc.Donal. Introducing the all-new and ingenious Big Mac from McDonald’s! Take your taste buds on an unforgettable flavor journey and experience an explosion of flavor like never before. Our team of flavor experts have crafted the perfect combination of ingredients for an unforgettable experience. Get your hands on the new Big Mac and discover the unique flavor explosion for yourself! 4.- A list of fictitious agency slogans. A. “Foster Agency: The Future of Technology.” B. “Stay Ahead of the Curve with Foster Agency.” C. “Foster Agency: Where Innovation Meets Technology.” D. “Unlock the Possibilities with Foster Agency.” E. “Foster Agency: Your Technology Partner.” F. “Leading the Way with Foster Agency.” G. “Trust in Foster Agency: The Technology Authority.” H “Foster Agency: Powering the Future.” I. “Foster Agency: Unleashing the Power of Technology.” J. “The Future is Here with Foster Agency.” You know they are not perfect texts and I think they go hand in hand with people who know copywriting techniques because they can have a variety of ideas and refine some of them by having the IA write them in many cases 80% of their content so that they can refine the remaining 20% for an efficient copy. If you are interested in my launching a free MVP for Freelancers feel free to comment, it would help me a lot to see if you are interested. submitted by /u/Farming_Foster [link] [comments]
Marketing Cloud salaries are a hot topic. The increasing demand for Salesforce Marketing Cloud skills and the growing Salesforce economy means that these professionals find themselves in a good position, boasting some of the most in-demand expertise, and the hardest to retain skilled professionals for.… Read More
The Engagement Metrics component in Salesforce displays marketing asset performance, directly within Salesforce Campaigns. Thanks to Connected Campaigns, you can sync all activities (engagement) happening with Pardot marketing assets (emails, forms, landing pages etc.) Having key marketing metrics in one place is a nice capability.… Read More
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We’ve entered the era of purpose.
70% of employees believe it’s important to work for a business with a clear sense of purpose. And, 54% of consumers have reduced or stopped purchasing from organisations they think missed the mark on environmental or social issues.
Additional, countless data points in our most recent State of Consumer Trends Report highlight how having a solid purpose or mission will win over today’s audiences and enable you to stand out against competitors.
The last two and a half years have brought into focus what it means to be a purpose-driven company. The global pandemic disrupted supply chains and highlighted rising inequalities. The ongoing threat of climate change shifted market dynamics and investor expectations, leaving businesses realising they must act. Not to mention, the Great Resignation/Reflection proved that employees are increasingly seeking value and purpose at work.
There’s no question that driving value for stakeholders, society, and the planet is imperative. Today and in the future, we’ll see more companies start to weave purpose into their business.
But, purpose is more than a buzzword. For winning companies, purpose declares a company’s core reason for existence and its unique impact on the world. Done right, companies connect people’s individual purpose with the organizations. But, building that doesn’t come easy.
That’s why leaders iterate and evolve on a company’s purpose as they grow. At HubSpot, our purpose of building a company that future generations would be proud of serves as our roadmap to help determine which ESG (Environmental, Social, Governance) initiatives we pursue to make an impact.
While we’re still early in our journey, there are three areas that I believe are key for companies to deliver on purpose: authenticity, engagement, and influence.
How to Run (& Market) Your Brand With Purpose
1. Embed purpose in a way that’s authentic to your organization
In the 2011 Black Friday edition of The New York Times, Patagonia published a bold full-page ad telling customers to not buy their jacket. Going into detail as to why, Patagonia transparently listed the factors: the jacket required 36 gallons of water to produce (enough to fill the daily needs of 45 people), emitted 20 pounds of carbon dioxide (24 times the weight of the jacket), and produced two-thirds of its weight in waste.
Source: Patagonia, The New York Times
It’s not just about simply stating that you have a purpose. Authentic purpose-driven companies “walk the walk” by being transparent, accountable, and authentic in everything they do. Patagonia’s campaign resonated with so many because it had a powerful message without sacrificing their purpose of being in business to save our home planet.
To truly drive change, purpose must be rooted in authenticity. Without authenticity, purpose falls flat and leads to distrust and confusion.
That’s why at HubSpot, we walk the walk before we talk the talk. Everything from our business decisions, our action plan around Black Lives Matter, and where we’re falling short is communicated clearly to our employees before it’s shared externally. Companies can lead with authenticity by ensuring their purpose reflects the company’s core values, continually reinforcing how employees are contributing to purpose, and committing real action to deliver on that purpose.
2. Engage employees to activate their purpose
Before you even consider marketing around your purpose, you’ll want to engrain it within the work you do.
According to Mckinsey & Company, 70% of employees feel that their sense of purpose in life is defined by their work, indicating that an organisation’s purpose can be a strong influence on an individual’s sense of worth.
At a time when people are looking to derive meaning from their work, it’s important to continually reinforce how and why employees can contribute to making an impact.
One way to engage employees is by communicating not only the company’s actions, but also what employees can do to get involved.
For Earth Day this year, members of our Eco@HubSpot employee interest resource group participated in a Slack event called the Growing Greener Challenge, where they received one easy action each day to help invest in our planet.
For each completed action, HubSpot donated to the Global Greengrants Fund (GGF). Collectively, HubSpotters took 1,306 actions – including buying local foods with a low carbon footprint, unplugging appliances not in use and repurposing items that would normally be thrown away – raising over $9,000 for the GGF.
It’s also important to set the tone at the top, and create an environment where employees feel comfortable living their purpose at work. As part of our twice-a-year performance reviews, all employees, including executive leadership, are asked to share how they are prioritizing diversity, inclusion, and belonging — a core part of our mission — in their work.
And at every company meeting, we take time to recognize HubSpotters who embody an aspect of our core values, which helps to inspire a sense of purpose across the business.
3. Consider your influencing role in purpose.
Purpose shouldn’t live in a vacuum. Part of being a responsible, purpose-driven company is not only creating value for your own company, but for others within your larger ecosystem. This can include your customers, suppliers, and even your customers’ customers.
As pressure continues to build for companies to meet regulatory demands and take action on climate change, suppliers will be expected to do more than just deliver product. They’ll be asked in detail about what it means to be a responsible business.
Recently, I’ve been engaging with our customers to understand the sustainability issues they care about and how we may be able to collaborate. The feedback is clear: they have a real appetite for more transparency into what we’re doing, and want to join us on our journey. With over 135,000 customers across more than 120 countries, it would be irresponsible not to recognize the tremendous potential we have for impact. Getting a good grasp of and investing in this multiplier effect is key to success.
As we gear up for a new year, we’re asking ourselves how our ESG efforts connect with HubSpot’s mission, purpose, and core values. We have made good progress but still have a way to go and more to learn, but by leading with authenticity, engaging our employees, and considering our influencer role, we’ll continue to make progress on our authentic purpose to build a company that future generations can be proud of.
What’s Your Purpose?
Purpose isn’t just something you can mention in a marketing campaign.
Ultimately, your purpose is like a promise that you’re making to your audiences and employees. Make it thoughtful, actionable, and intentional.
Now that you’ve learned how to truly embrace your purpose, it’s time for you to decide what that brand purpose will be.
To learn more about how mission and purpose impacts your audiences, customers, and employees today, check out our State of Consumer Trends Report below.
Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” He’s right! When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center.
As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. Your call center demands your attention and careful planning if you want to see it grow in efficiency and revenue.
Call center development is an essential subset of any overall business development plan. When you develop your contact center, you create opportunities for more sales, customer satisfaction, and workplace efficiency.
These days, it’s easy for call center managers to get lost in the minutia of meeting daily targets, smoothing out peak call volumes, and handling agent turnover. But the bigger picture should be call center development for your staff and business. Here are four great call center development ideas to work on.
#1 Develop Your Contact Center Managerial Skills
When was the last time you received an assessment or completed a self-assessment? Just because you’re a leader doesn’t mean you can’t develop, too!
Managers need professional development goals to expand their effectiveness at work. This might look like taking an online course and learning to adapt your leadership style, researching new business models and processes, and honing communication skills with different stakeholders.
FACT:
Authoritative, hands-off, influential, transactional, and employee-centric are five different types of leadership styles that support call center development in different ways.
But let’s linger on leadership style. Let’s say you take more of a hands-off approach — you trust your agents to do their job, so you don’t feel the need to micromanage. That style is ideal for experienced agents, but what if you inherit a new team of recruits? You’ll need to adopt a more influential or authoritative style without crossing the dark lines of micromanagement.
Revisit your leadership style and select professional goals to reach for every quarter. You might aim to learn more about innovative call center tech or take a course on diversity and inclusion. Speaking of call center tech, when was the last time you updated your stack?
#2 Audit Your Call Center Software and Tech Tools
Your current tech stack should be doing three things:
Enhancing customer satisfaction and sales
Providing data-driven insights
Making life easier for agents by smoothing call spikes
If any of those items aren’t covered, it’s time to reassess and update your call center technology. Look at your financial reports to start. Are your sales dropping? Of course, this could be caused by market drivers and staffing issues, too.
Still, your call center software can do a lot more for sales than you think.
For example, Fonolo’s Voice Call-Backs make it easier to retain customers. How? Instead of turning them off with long hold times, they can schedule a conversation for a time that suits them and speak with an agent at another time. If they’re looking to upgrade their service or purchase a new product, you’ll still keep the sale.
Similarly, suppose customers need support with technical issues. In that case, a call-back solution will make them feel more self-sufficient and improve their likelihood of avoiding negative word-of-mouth — which is, unfortunately, more powerful in impact than positive word-of-mouth!
Your customers demand autonomy, and Fonolo’s #VoiceCallBacks delivers. Our contact center tech helps you: reduce long hold times, lower telco costs, smooth peak volume, and maintain customer satisfaction. #CSat #CallCenterDevelopmentClick To Tweet
Think about how your operations could improve and how tech can make it happen. For example, if you’ve recently acquired a multi-lingual market — perhaps you have customers in China and India now, in addition to the US. Why not upgrade your Visual IVR to have multi-lingual support, too?
Finally, if your chosen communication channel has remained phone and IVR for the last five years, conduct some audience research to see what channels your customers prefer to communicate with. If social media is in the mix, it’s time to add that to your strategy.
#3 Establish Call Center Metrics and Improve KPIs
Every call center leader has KPIs incentivizing and directing workflows and behaviors. But it can be a little bit too easy to skate by and just do the minimum once you meet those targets. Not exactly the growth mindset you’re looking for if you want to encourage growth and development in your call center. Business development isn’t just about meeting the same goals every quarter. Be sure to review your KPIs, and monitor and re-define your goals to keep your call center and your agents engaged and challenged.
Do you track KPIs that monitor both your call center performance and your agent performance? Here are a few helpful guidelines to make sure your KPIs promote and enhance your call center development.
Call center development KPIs
SLAs: Service-Level Agreements are your promise to your customers. Are you meeting them every quarter? You could revamp them to bring your customers even more value.
FCR: First-call resolution speaks to your call center’s efficiency. A solid FCR helps maintain and improve productivity and customer satisfaction. In addition, aiming toward increasing FCR rates each year or quarter will help you free up more agent time to help more customers or pursue job shadowing and training opportunities.
AHT: Similar to FCR, average handle time (AHT) points to our call center’s productivity. We’d even consider it an agent development KPI because it speaks to their comfort in closing calls. Developing this KPI helps you surpass customer service goals and foster a smooth operation.
Other KPIs you might examine for call center development include customer satisfaction score, abandonment rate, and peak-hour traffic.
Agent development KPIs
Sales per agent: This KPI touches both agent and call center development. Increased sales per agent speak to your agents’ training and comfort in closing sales. Additionally, it tracks your call center’s overall sales metrics and revenue.
NPS: Net promoter score is powerful stuff. Did you know that 77% of people are more likely to buy something if a friend recommends it? Net promoter score measures how likely potential customers would be to recommend your call center’s services or company’s products to their loved ones. It’s a revenue-boosting metric that sparks both agent and call center development in customer service and sales.
Other agent development KPIs you might like to track include customer satisfaction score and customer retention rate.
#4 Create a Development Plans for Agents
LinkedIn recently published a study that found 41% of employees will consider leaving their jobs in the next year. Of course, a call center leader might not be surprised by that — it’s nothing new in our line of work.
DID YOU KNOW?
Hiring rates for US companies decreased by 13% this year, making agent engagement and retention vital.
But if a trend towards employee attrition is growing in other industries, you can bet it will only worsen in the call center. A professional development plan can help mitigate the costly effects of employee churn.
One of the largest causes of call center agent attrition is a lack of opportunity or career advancement. Think of it this way: you’re a manager or executive in your call center. When you started as an agent or in another role, you had a loose plan to work up to your current position.
What if you never had the chance to advance? Surely, you’d leave or seek opportunities elsewhere. Yet, you’re not so different from your agents.
A professional development plan gives call center teams something to work toward and accomplish. This is a much better backdrop to monotonous days than the thought of doing the same thing forever and never advancing. A plan with clear milestones and timelines develops your team member’s skills, productivity, and engagement because it offers a path forward.
Promote agent growth and development
Offer on-going training
Provide opportunities for advancement
Set up coaching, mentoring, and buddy systems.
Use incentives and gamification
Use role-playing and practice empathy
Use technology like speech analytics
Encourage feedback and open communication
7 Professional Development Goals for Call Center Agents
Call center development will look different for each call center. You’ll base specific goals on existing KPIs, customer expectations, tech stacks, and budgets. To get you started, consider these elements in your call center development plan:
Conduct a tech audit
Develop agent professional goals and advancement plans
Upgrade managerial skills
Create a data-informed strategy
Establish and improve your KPIs
Developing a call center strategy takes planning and perseverance. In our next blog, we’ll spell out a full call center development plan! Ready to take your call center development to the next level? Get your Voice Call-Back demo today! The post 4 Effective Contact Center Development Ideas first appeared on Fonolo.