Author: Franz Malten Buemann

  • 8 Must-Have Content Marketing Tools to Ensure Quality and Consistency

    Content marketing continues to evolve as a powerful marketing strategy in the fast-moving and information-driven digital world of today. It is the need of the hour for any business that wants to establish a strong brand image and boost its sales. According to a Statista report, 42% of content marketing professionals expect their content budgets…
    The post 8 Must-Have Content Marketing Tools to Ensure Quality and Consistency appeared first on Benchmark Email.

  • How to Pass Salesforce Business Analyst Certification Exam

    Last Updated on July 13, 2022 by Rakesh Gupta Today, I appeared for the Salesforce Certified Business Analyst Certification exam and – Yay – Passed! And, oh yes, I managed to pass it on my first attempt. So, follow along on the ‘Yellow Brick Road’! What Does A Business Analyst Do?
    The post How to Pass Salesforce Business Analyst Certification Exam appeared first on Automation Champion.

  • Top 10 Salesforce Apps for Salespeople

    At a time when tech companies are being rocked by layoffs and budgets are being restricted, there is no doubt that anyone in a customer-facing B2B role has a challenging time ahead. Inflation is at a record high, and it feels like the easy money… Read More

  • Salesforce Winter ‘23 Release Date + Preview Information

    Although for a lot of us, we are still in the middle of summer, the Salesforce Winter ’23 release is right around the corner! There are many agenda items you need to prepare for with each release, but at this stage, there are only a… Read More

  • 8 Ways to Clean Up Inactive Users

    Like zombies in a late-night horror show, shuffling hordes of inactive users can wreak havoc on your Salesforce implementation. On the one hand, they have been deactivated and can no longer log in like active users. On the other hand, their ‘dead’ information lingers on… Read More

  • Looking for a customer service software

    Hi guys, i’am a small business owner and i’am looking for a software or an extension that helps me check or record the history of the calls/sms made by my agent, something like the message app by google without porting the phone number. submitted by /u/rzg_empire [link] [comments]

  • New to marketing automation, advice appreciated!

    I love learning new things and making the seemingly impossible, possible. I’m looking to automate the responses of my direct mail marketing pieces with the following: -800 number on the mail piece, they provide the assigned ID when they call, it identifies them by name. -They answer 4-5 prompts, whether incomplete or complete it then sends a text to who that lead is assigned to letting them know it’s been uploaded to their CRM. I’ve been able to identify all other components besides what can make the above tasks happen, any recommendations on companies that can integrate this would be greatly appreciated! I’ve been in sales for many years and I’m challenging myself to learn new skills. Thanks! submitted by /u/Feisty-Ad-3972 [link] [comments]

  • How Charitable Giving Helped Us Take Our Dog Daycare to $1M in Revenue

    When we weren’t feeling fulfilled in our corporate jobs, we knew we were tired of working for someone else, but we were also looking for more ways to get involved with our community. We had become those typical working Americans who close our garage doors after coming home from work and don’t emerge to connect with the people around us, and we wanted to change that. So, we decided to not only take the leap into small business ownership, but to start a business that allowed us to be more deeply involved in our community through charitable efforts.That’s a big part of why we decided to open a Dogtopia franchise. In addition to being a premier dog daycare brand that allowed us to tap into our lifetime love of pets, Dogtopia has a foundation that helps franchisees support three major causes, all with the overarching goal of enabling dogs to positively change the world. We help fund service dog training for military veterans. We support children’s literacy by helping fund SitStayRead, a program that provides service dogs for kids to practice reading to. And, we support employment opportunities for adults with autism by encouraging franchises to hire them and giving the business owners training and tools to make it a positive work environment.We achieve our fundraising goals (which we set with guidance from the foundation) in big and small ways, from throwing at least one event per month to having a treat machine in our lobby that collects donations. No matter what, 100 percent of the proceeds of these efforts always go toward our causes—all time and monetary costs related to fundraising are taken on by franchise owners like us. In our case, that amounts to about 20 hours and $200 a month put toward our charitable initiatives. View this post on Instagram A post shared by Dogtopia of South Chandler (@dogtopiasouthchandler)
    Some business owners may cringe at the additional cost and workload, but we’ve actually found that giving people a cause to rally around has been instrumental to our success, helping us reach $1 million in annual revenue within just a few years of opening. Here are just a few ways integrating charitable giving has opened new doors for our business.It Gives Us a Point of DifferentiationPerhaps most obviously, we’ve found that charitable initiatives can strike a chord with people who may otherwise see us as just another business, ultimately setting us apart from competitors. When somebody walks through the door, you never know where they’re coming from. In our case, they may have someone in their family who is on the spectrum. Maybe they’re a veteran or care about someone who is. Or maybe their kids struggle with reading. We’ve had numerous customers who were considering multiple daycares in the area but were sold on us after they learned about the impact we’re making on issues they care about.This only works if you choose causes that mean something to your customers and that are different from what other similar businesses may champion. Many dog-related businesses support shelters, and while that’s obviously an important and worthy cause, we’ve noticed a lot of customers are impressed that we’re willing to wrap our arms around other issues that affect pet parents.It Gives Us Something More Meaningful to MarketHaving a charitable aspect to our business has also been a great way to market to the community without feeling like we’re constantly in sales mode. Instead, we get to champion causes that many people care about. For instance, we’ll regularly mix up our more sales-oriented social media posts with ones sharing updates on our latest charitable efforts. The events we throw are partially for marketing and providing an exciting experience for our customers, but we’ll also have a fundraising aspect that brings a lot of people in the door. When we give tours, talking about the impact we’re having (in addition to our wonderful services and amenities) helps build rapport. And it’s great to be able to have a tent at community events that isn’t just about pushing brochures or promotions, but about sharing the work we’re doing. View this post on Instagram A post shared by Dogtopia of South Chandler (@dogtopiasouthchandler) We always find ourselves feeling better about what we do when we’re telling someone about the charitable initiatives we’re working on. It makes it clear to them that we don’t just see dollar signs on four legs walking through the door, but that we’re passionate about the bigger impact that we’re making.It Helps Our Customers Feel Connected to Our SuccessYou’d be surprised at the interaction and engagement that you get from customers when they don’t feel like they’re just paying you for a service but that they’re working with you toward a common goal. We’ve found that excitement around the impact we’re having not only keeps customers coming back, but pushes them to be more deeply involved in our business.One of our favorite examples of this is when one customer—a veteran who served on the district board of the American Legion—learned about our fundraiser to sponsor our first service dog for other veterans. He asked how far we were from our goal, then used his own time and political capital to go back and talk to the American Legion about our cause. They ended up writing us a generous check for $1,500, which got us nearly to our goal. When we were fundraising for our next service dog, he found out we were $800 short and brought us another $1,500 check from the American Legion to get us to our goal and get started on the next fundraiser. Now, the larger Dogtopia Foundation is talking to the network of American Legions across the country about a partnership, all because of one dedicated customer who took the time to help our cause. (And, this whole time, he continued bringing his dogs to daycare with us!) View this post on Instagram A post shared by Dogtopia of South Chandler (@dogtopiasouthchandler) That’s not the sort of thing that happens with a standard business relationship. When customers feel like they’re not a transaction but instead a crucial part of a bigger impact, it allows them to develop deeper relationships with us and with the business.It Makes Us More Excited About Our WorkAll of the benefits above really just feel like cherries on top when we think about the biggest benefit of giving back as part of our business: It makes us and our team more excited to go to work every day. When we were at our corporate jobs, we were barely a part of our community, and our son probably thought working meant staring at a computer screen all day. Now, we’re not only engaged with our community, but we get to demonstrate how work can have a tangible and positive impact on the lives of others. It makes us feel so excited about what we’re doing, even on days when the realities of owning a business are challenging. This is true for our employees, too: It’s a tough labor market right now, and giving our team something to feel proud of helps them feel better about the work they’re doing.In our mind, it comes down to this: If business is just business, why do we do it all the time? We all have to make money, but when you feel good about what you do as well, it makes a huge difference in how you feel day after day.Owning a small business is tough, and a lot of business owners are hesitant to add the responsibility of charitable giving on top of everything else. But, after seeing the impact it’s had, we really encourage other business owners to give it a try. Start small with one cause, one fundraiser, and go from there. Whether you see it as a marketing strategy or something that will make you feel more excited about your work, it will almost certainly lead to more success.

  • 7 Professional Development Goals for Call Center Agents

    In today’s work climate, it’s becoming increasingly difficult for employers to retain team members. Contact centers are especially notorious for low retention rates, with agents often citing burnout and boredom as reasons for leaving.
    According to Gallup’s findings, highly engaged employees bring 21% greater profitability; focusing on employee engagement reduces the risk of churn and improves business results.
    One way to ensure high agent engagement is by setting professional development goals for call center agents.
    How to Make a Call Center Agent Engagement Survey

    Goal setting is one of the most important methods of employee engagement, as it gives agents purpose, motivation, and stimulation throughout their day. Setting and tracking goals with call center agents can be daunting, but we’ve boiled down everything you need to get started.
    How Do I Set Goals with My Employees?
    There is a method to the madness of goal setting, starting with the acronym SMART. The best goals are always specific, measurable, attainable, relevant, and time-bound.
    Specific goals answer who, what, where, when, why, and how
    Measurable goals allow for simple tracking
    Attainable goals put little wins within reach and encourage employees to keep striving for more.
    Relevant goals focus on what the company needs as a whole and pertain to the needs of each team member.
    Time-bound goals motivate employees to make accomplishments in the here and now.
    We’ve written a comprehensive guide on goal setting if you’d like to read more on how to help your agents get ahead.
    Goal setting is one of the most important methods of employee engagement, as it gives agents purpose, motivation, and stimulation throughout their day. #cctr #agentengagementClick To Tweet
    Professional Development Goals for Call Center Agents
    It’s not always easy to develop new and innovative professional development goals for call canter agents. Though goals should always be tailored to the individual agent, there are seven basic goals we think fit the needs of most customer service team members:
     
    Improve Customer Satisfaction (CSat)
    A great indicator of overall performance is an agent’s CSat results. Tally together their scores as far back as a year or as far back as you have them on record, and find the average. Set a percentage increase goal in monthly increments to make the results measurable and time-bound.
    Complete additional training
    87% of millennials believe that learning and development in the workplace are important, and 59% claim that these training opportunities impact their decision to apply for a role.
    How to Use Customer Profiles to Improve Call Center Training

    Call center training is important, so a little extra motivation and incentive to complete courses is an excellent way to keep agents engaged. Monthly goals for training will encourage agents to keep learning and growing and result in improved agent retention for your contact center.
    Increase First Contact Resolution (FCR)
    Setting customer service goals is key to helping an agent improve their overall performance, and First Contact Resolution (FCR) numbers are an essential piece of the puzzle. FCR measures the number of customer contacts resolved within that single interaction.
    If your contact center has a solid FCR rate, you’re more likely to see growth and get impressive CSat scores. If an agent has a notable FCR rate, they have a good handle on important aspects of the job, like product knowledge, customer service, and communication skills.
    Decrease Average Speed of Answer (ASA)
    Your contact center’s Average Speed of Answer (ASA) has a deep impact on your CSat scores.
    ASA measures the average time your contact center takes to connect a customer call with an agent. This is a great goal to add to every agent’s professional development plan, as it encourages your team to work towards it together.

    FACT:
    Fonolo’s Voice Call-Backs save customers about 77 years of hold time annually.

    Customers can opt to receive a call back once it’s their turn in the queue. Fonolo technology waits for them and gives them a ring once they reach the front of the queue.
    The customer is connected with an agent who is ready to help. Voice Call-Backs keep ASA low and give agents some breathing room, especially on busy days.
    Seek out leadership opportunities
    You must help agents take baby steps towards their long-term goals. Often, a career goal for contact center agents is moving into a leadership or call center management position. Start nurturing this goal by encouraging them to seek leadership opportunities within their current work.
    The Top 7 Call Center Management Books

    These may take the form of new employee training, helping with hiring, or managing a social media account (there are plenty of options, though, so don’t limit yourself to these three examples). Performing leadership tasks will give them a taste of what it’s like to lead while also preparing them for their next career move.
    Chat with team members
    Communication is especially important for new hires in remote or hybrid call center environments. Goals to improve internal communication and fellowship will contribute to agent engagement and happiness levels, leading to better agent retention.
    Remember that when an agent is happy, their mood will shine through in their customer interactions, positively impacting CSat scores, customer retention, and business growth.
    Improve Average Handle Time (AHT)
    Average Hangle Time (AHT) is an easy key performance indicator to track. It’s simply the sum of three numbers:

    Talk time, or the time an agent spends talking to the customer
    Hold time, aka the time a customer spends on hold before interacting with an agent— excluding time before the IVR answered the call.
    Wrap-up time or the time an agent spends on post-work after the call with a customer has ended.

    Generally, the lower the AHT, the more calls your agents can get through, and the higher productivity will be in the contact center. Keep in mind, though AHT can be helpful to track, it doesn’t account for the quality of the calls.
    Sometimes, when AHT is too low, it means the agent isn’t being thorough enough or providing a quality experience for the customer. If this is the case, the CSat scores of the agent in question will normally be on the lower side.
    The Most Important Part of Setting Professional Development Goals
    Setting goals is a great strategy to keep agents engaged and performing at their best—but that’s just the beginning.
    Keeping tabs on progress helps hold agents accountable and shows that management supports them through their journey with the company. So always remember to set goals, track progress, and celebrate successes as they happen.
     
     The post 7 Professional Development Goals for Call Center Agents first appeared on Fonolo.