Author: Franz Malten Buemann

  • We Took a Week Off to Build Features That Weren’t on Our Roadmap

    A few weeks back we did something a little different. Everyone across the company dropped their work, canceled all meetings, and spent a week working on projects that weren’t on our roadmap. We called it Build Week.It’s officially Build Week at Buffer! 🛠️🚧 We’re taking this week to step away from our normal duties and work together on new ideas.— Buffer (@buffer) August 22, 2022

    Why? Well, at Buffer, we know the best ideas don’t always come from of conventional styles of work. We’ve experimented in the past with lots of different work-styles, including self-management, OKRs (and scrapping OKRs), and our 4-day work week. A Build Week was something we’ve talked about doing at Buffer for years. We’d previously run hackathons and paper-cut sessions where the engineering teams would put time aside to work on projects outside of their typical day-to-day work.But with Build Week, we went bigger, encouraging everyone in the company to get involved. Two weeks before Build Week, dozens of Bufferoos submitted their ideas to BuildWeek. Ideas ranged from small improvements in the product, to new landing pages.All of the ideas submitted for Build WeekEach of us voted on the ideas we liked best and then grouped into 16 small teams of 4-6 to get to work. Throughout the week we shared short updates with the company to showcase our progress. The dedicated #build-week Slack channel was alive with Loom videos, and prototypes as teams shared their work. And after 4 days, 32(ish) hours, and 80 teammates getting involved, we had created a whole host of new projects. Take a look 👇10 Product ImprovementsMost of our team worked on product improvements, some small, some much larger. Many of which haven’t been released yet (more on that later), but  have made it into the product. Here’s what we built: Attach Google Photos to your postsAdding a Google Photo to your post just got a whole lot easier. With just one click you can open up your Google Photos account and attach the image you want to your post!See your teammates’ name next to their postsNow you can see exactly which team member wrote each of the posts in your queue or drafts. Gravatar profile pictures pulled into BufferNot only will you see your teammates’ name, you’ll see their faces too! Profile pictures (stored in Gravatar) will now be pulled directly into Buffer.Analytics for Instagram ReelsThis one will be music to the ears of many Instagram fans. Analytics (including impressions, reach, engagement, likes, and more) are now available for Instagram Reels. Analytics for sent Instagram postsWe’ve made measuring your performance even simpler. See how your Instagram posts have performed straight from the sent posts page. Top-level analytics will appear right under the post helping you see if you hit, or missed the mark. Empty your queue with bulk deletionGot a bunch of failed posts stuck in your queue? Want to start afresh and remove all your queued posts? Now it takes just a click. Head to settings to clean or empty your queue. Preview videos before you postWhen uploading a video post to Buffer, you can now preview the video instead of just the thumbnail. Default timezone based on your locationPreviously when folks would set up Buffer, we’d assign them a London timezone by default. Not great for people posting from Portland, or tweeters tweeting from Tokyo. Now, Buffer uses your browsers timezone to determine the in-app timezone. Twice as many colors in campaignsPreviously when folks would set up Buffer, we’d assign them a London timezone by default. Not great for people posting from Portland, or tweeters tweeting from Tokyo. Now, Buffer uses your browsers timezone to determine the in-app timezone. Hashtag manager available on all channelsPreviously, the hashtag manager (used to store all your groups of hashtags) was only available for Instagram posts. Now it’s available on every channel.Seven updates we can’t release just yetThat’s just a taste of some of the things we built. There were seven other product updates worked on during Build Week, but they’re not ready to launch just yet. Keep your eye on our Changelog page or our Twitter account to see when they drop, but to wet your appetite, here’s some of the features on the cards 👇Recipes: remove the guesswork & writers block from content planningStreaks: Build a consistent posting habit with Buffer streaks. Send or schedule posts every day to keep your streak going and claim your reward.Channel Wizard: A wizard that asks a few questions and then suggested a few channels that would be the most impactful when I’m starting social media for business.Comments on Drafts: Different team members can comment on drafted posts.Referral Codes: Refer Buffer to your friends to win prizes!Weekly Report Card: A weekly email documenting how you’ve performed on social over the previous week.Your Year in Review: Just liked Spotify Wrapped, but for Buffer. See how what you’ve achieved over the past year.We hope to ship some of these extra features soon. But Buffer’s Build Week wasn’t just about shipping product features. We wanted to work on other projects too. Most of these projects are designed to promote our culture and values, take a look. 👀Five Culture & Values ProjectsThe Bufferoo Map: A live map on our site showing exactly where each Buffer employee works from 🔗 https://buffer.com/map4-Day Work Week Page: A dedicated page to walk through how we operate a 4-day work week here Buffer 🔗 https://buffer.com/four-day-work-weekAll our Key Business Metrics Made Public: We’ve built a transparent dashboard to highlight all our main business metrics, (yep, even churn!) 🔗 https://buffer.com/transparent-metricsA Time Off Dashboard: At Buffer, we offer unlimited holiday. Want to know exactly how much time we take off? Now you can! 🔗  https://buffer.com/timeoff What Buffer is Reading: Every Buffer employee can expense any book they’re reading. For this (final) project, we built a page that showcases what we’re reading right now. 🔗 https://buffer.com/booksWell that’s a wrap! In just four days we managed to produce a pretty mind-blowing number of projects.We were thrilled by our progress. But what do you think? Have you tried a Build Week before with similar results? Tweet us to let us know. Oh, do you want to suggest some ideas for us to work on next time? Drop them here.

  • Marketing tips for my pizza business

    I need some fresh advise on how to grow my pizza delivery business because while having been in operation for a while, it hasn’t produced much income. I’m highly interested in growing my business in any aspect of marketing, and having 351 Instagram followers right now can help me do that. If you know of any marketing firms, please comment. I want to use Instagram to generate sales! submitted by /u/CostLatter169 [link] [comments]

  • Breaking News: Salesforce Announce the Genie Platform

    Salesforce Genie, declared the greatest Salesforce innovation in the company’s history, paves the way for highly personalized customer experiences, delivered in real-time. Genie ingests and stores real-time data streams at massive scale, and combines it with Salesforce data. Despite all the technology around us, for… Read More

  • Snowflake: The Hottest Data Lake for Salesforce (Salesforce Genie)

    You may have heard about Snowflake, especially following the breaking news from Dreamforce. Salesforce Genie was declared the greatest Salesforce innovation in the company’s history, paving the way for highly personalized customer experiences, delivered in real-time.  Genie ingests and stores real-time data streams at massive… Read More

  • How to Teach Call Center Soft Skills

    When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction. Though newer agents may not have all the essential soft skills required right away, you can provide training to help them improve and become top-performing call center employees in no time.  
    Essential Call Center Soft Skills
    There are plenty of soft skills to choose from, but we’ve boiled our list down to six that are essential to contact center agents’ success: 

    Active listening to customer questions and concerns.
    Effective, respectful communication towards customers and other employees.
    Adaptability, to keep up with changing technology and customers’ needs.
    Problem-solving skills that always produce the best outcome for the customer.
    Patience with customers and colleagues.
    Empathy towards customers so they feel heard and understood every step of the way.

    Once your agents have become experts at these skills, there’s no stopping them on their way to providing a stellar customer experience. 
    6 Important Soft Skills Every Call Center Agent Needs
    5 Steps to Integrate Call Center Soft Skills into Agent Training 
    Many agents will walk into the job with at least a couple of these skills already in their arsenal. To ensure they grasp all of them, either create a training program specifically for soft skills or add soft skills into your existing new-hire training strategy. We recommend creating a separate soft skills program that established agents can also use to brush up on the basics. Here are 5 things to consider while crafting your program:   

    FACT:
    59% of millennials surveyed stress how important training and development opportunities are when they decide on whether to apply for a job. Offering ongoing training helps engage agents in their work, leading to lower employee turnover rates and overall happier employees.

    1. Create an evaluation score card to determine your agents’ skill levels. 
    How will you decide which skills your agents need the most work on? Make a soft skills scorecard that reflects the needs of your contact center. Then, listen in on live or recorded calls and rate the agent’s performance in each skill category on a scale of one to five. Scoring one means the agent needs improvement and five is a perfect score, or very close to it. Once you know where your agents are starting from, it’ll be easier to determine your next steps.    
    2. Explain why the soft skills you’re teaching are important. 
    If agents don’t understand why they need to tap into and use these skills, they’ll likely have a hard time putting them into practice during their customer interactions. Sometimes, especially for experienced employees who may find the training redundant, breaking down the exact ways these skills can help them improve in their role will empower agents to take the training seriously.   
    3. Introduce fun activities to keep employees engaged during their training. 
    A great activity you can use to help train agents on communication, active listening, and patience is the “Copy Me” game. Have agents pair off. Give one agent on each team a card with an easy-to-draw object (think a tree or house) and have them sketch out their idea of the house. Once they’re done, they must describe their drawing to their partner who will then try to sketch the exact same object without seeing the original drawing. Whoever gets closest to their partner’s sketch wins!  
    The possibilities for training activities are endless. You can develop your own or even do a quick search on Google for more ideas. Role play games are always popular for soft skill development as well. 
    4. Set goals for soft-skill improvement. 
    The best way to track soft-skill improvement is by setting goals for individuals and for the team. On an individual level, add a “Goals” category to your scorecard and set a measurable and time-sensitive goal to improve on their initial scores. When it comes time to evaluate, listen to live calls or recordings and see if your agents have made any progress on their soft skills. Then, report back and keep them updated on their hard work. 
    On a team level, consider tracking relevant KPIs like Customer Satisfaction scores. Set an attainable goal to reach as a team and set a deadline. Incentivize participation with a staff outing or pizza lunch if your staff achieve the numbers you’ve all agreed upon.  
    5. Don’t forget about self-reflection. 
    Give agents time and space and even a worksheet to encourage them to reflect on what they’ve learned during their training. Have them share their thoughts and feedback on the program as well, so you can improve it in the future.  

    TIP:
    For agents to have enough time to invest in training throughout their day, it’s important you implement contact center technology that can take a bit of work off their plate. Fonolo Voice Call-Backs smooth out call spikes by providing queued customers the option to receive a call back when the line is less busy. Agents will have some breathing room between calls and customers will enjoy a stress-free experience.
    The post How to Teach Call Center Soft Skills first appeared on Fonolo.

  • Salesforce Launches Net Zero Marketplace for Carbon Credits

    Earlier this year, Salesforce announced they would be adding sustainability as a fifth core value. This has been introduced to highlight the seriousness of tackling climate change within Salesforce, while helping organizations to accelerate their own journeys. Salesforce have now announced a first-of-its-kind carbon credit… Read More

  • Slack Announces Canvases, Huddles Coworking, and New Developer Platform

    When Salesforce acquired Slack, it caused a buzz around the tech world that continues to be strong. Why? Flexibility in where and when we work is the new expectation. Salesforce’s answer: the digital HQ, powered by Slack. Slack is innovating by following three principles: 1.… Read More

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  • “It’s just not that good”

    That might be true, but it’s worth being clear about it.

    Not that good for who?

    If you mean to say, “I don’t like it, it doesn’t appeal to me,” then that’s what you should say.

    If, on the other hand, you have enough expertise and domain knowledge to say, “I understand what has appealed to the audience you’re trying to serve, and this isn’t going to work.”

    The first is easy, and perhaps not that helpful.

    The second is priceless, but are you sure?