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Author: Franz Malten Buemann

  • 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.

  • Hey y’all, Do you have well managed internal SLAs between Support and Product teams that work across multiple tools (Zendesk, Jira, Hubspot, Slack etc)?

    View Poll submitted by /u/Interesting_Time8303 [link] [comments]

  • Amazon Prime Day: the issue of ‘Choice Overload’

    Millions of shoppers* could abandon their carts this Amazon Prime Day. 10% of UK consumers are set to desert purchases when offered an overwhelming level of choice. That’s according to a new study conducted by customer engagement platform, Emarsys. Overwhelming Prime Day statistics The research explores the impact of “analysis paralysis” on consumer decision making….
    The post Amazon Prime Day: the issue of ‘Choice Overload’ appeared first on Customer Experience Magazine.

  • Top 5 Alternatives To Click Funnels – Unbiased Opinion

    submitted by /u/waqararif [link] [comments]

  • Top 10 Chatbot Trends for 2022 to Use and Automate Marketing Tasks

    Analysts revealed that 57% of survey respondents say that conversational bots can deliver a high ROI for minimal effort. With chatbots, companies can automate sales and marketing activities, increase the conversion rate, as well as boost user engagement while reducing costs. To gain a maximum advantage of chatbots, keeping pace with the latest technology trends is important. Explore the top chatbot trends and predictions for 2022 and years to come. The article also includes bot market statistics with meaningful insights. submitted by /u/Diana-RS [link] [comments]

  • Benefits of Marketing Automation – Digital Marketing Lesson – DMI

    submitted by /u/Diana-RS [link] [comments]

  • 6 Vital Benefits of Content Marketing Automation & How to Do It

    submitted by /u/Diana-RS [link] [comments]

  • Check out this Webinar strategy template

    I just published a free resource on how to prepare for webinars. It is a Webinar strategy template that showcases what you need to do when preparing for Webinar meetings inorder to get the best results. You can download the template free by clicking enroll in the link here https://www.monkeypesa.com/courses-1/webinar-strategy-template submitted by /u/ntendek1 [link] [comments]

  • What is the best way to automate ads?

    just the title submitted by /u/Manhandla [link] [comments]

  • A Quick Guide to Nonprofit Website Redesigns [+Best Practices]

    It’s hard to overstate the importance of having a quality website for nonprofit organizations. All of an organization’s outreach, marketing, and ads need to drive an audience to take action like donating, finding out about services, or signing up for information.
    An effective website allows these actions to happen quickly and seamlessly, making the path to conversion for any of these actions feel effortless.
    On the other hand, subpar websites actually distract audiences from the goals you want them to accomplish, confusing visitors with navigation that obscures the most relevant information or overloading them with too many calls-to-action.
    As digital marketing experts, we have a basic process we use as a guide when we start new nonprofit website projects, ensuring that the end product is clear, easy-to-use, and ultimately, effective.
    Let’s dive in.

    The 6 Phases of a Successful Nonprofit Website Project
    1. Discovery
    During the discovery phase, your project team will define its goals and understand existing strengths, opportunities for growth, and audiences.
    Identify Your Goals
    The first step in building a better website is recognizing that you need one, and determining goals for redesign efforts. Sometimes you can look at data to determine if your current site is meeting your expectations.
    Understand Audiences
    Tools such as Google Analytics can help you determine which actions or content are getting more or less traction with audiences to optimize accordingly. Implementing audience surveys can also provide insight into what parts of your website may be resonating better or worse with your key groups.
    Evaluate Content
    Sometimes the issue may have to do with the visual presentation of your brand elements –– your site may just need a general facelift or improved accessibility. Marketing agencies can help audit and review your current site in more detail to provide you with specific recommendations to guide and prioritize your goals for your new website.
    Site Audit
    In a full site redesign, research may be required as a first step to inform strategy and design. This might involve doing an in-depth audit of all of the existing content for your current site, as well as research and documentation about any other technical platforms (like CRM systems or fundraising platforms at your organization). This also might entail doing deeper research into your audience groups and mapping their specific needs at various stages of their journey interacting with your organization.
    SEO Audit
    An SEO audit is an important step to capture insights for your site rebuild, ensuring audiences can easily find it via search. An SEO audit involves taking an in-depth analysis of all the factors that affect a website’s visibility in search engines. Doing this audit gives complete insights into the website, overall traffic, and individual pages in regards to site health and overall domain authority.
    Here are just a few things to consider during an SEO audit:

    Does your site support a breadcrumb structure?
    Does your navigation make sense?
    Is it easy for users to find important and relevant content on your site?
    Does the content reach the right audience and target important keywords?
    Is there correct metadata throughout the site? Title tags?
    Are there server errors on your site?

    While these may seem like simple and mundane tasks, they are crucial steps in ensuring your site and brand increase organic visibility. Overall, completing this task can help assure that you are reaching your traffic goals and can make any changes necessary in the website redesign.
    2. Strategy
    Once your discovery is complete, you can move to your strategy phase. Here, you and your team will dive into planning how all of your content, including copy, images, videos, and any other assets, will be presented across the new website.
    Content Strategy
    Once you have a handle on who your audiences are, and how you’d like them to engage with your information, you can dive into your content strategy — or the way you’ll organize and develop content for visitors to engage with on your site. This might include revising your site map (otherwise known as a list of pages in a hierarchical order for your website), and navigation so content that’s relevant to a particular audience is grouped together, and in a way that will make it easy for them to find the right piece of content at the right point of their journey.
    During your content strategy exploration, considering all stages of an audience’s user journey is critical. How are people new to your site engaging, and how can you make life easier for return visitors?
    As a nonprofit, you’ll want to share different pieces of your story with new versus existing supporters — for instance, with new visitors, you can share background on your nonprofit, and with existing supporters, you can show them the impact and results of your nonprofit so they can see how their contributions matter.
    Information Architecture
    Once the overall content strategy is in place, you can start to solidify the role, or story, each individual page will play. Bringing the most important messages to the top, and allowing for less urgent pieces to cascade down the page, builds your loose information architecture that will help UXers and designers bring your story to life.
    3. UX and Design
    As you move into your user experience (UX) and design phase, you’ll bring all of your discovery and strategy to life with visuals. By keeping your audiences top of mind during this phase, you’ll be able to meet their needs in the most effective way possible.
    User experience (UX) design comes next, often in the form of prototypes or wireframes, to provide visual structure for each page. Sometimes these wireframes also include notional copy, which are brief bits of text to indicate things like ‘Headline about our giving program goes here.’ This can be helpful to guide later copywriting efforts for site content.
    Things get more interesting and fun as the new website’s visual and creative direction gets established. Designers can recommend a new visual approach to your brand elements, colors, fonts, and other style elements. When approved, this visual approach gets applied to page designs and layouts to arrive at finalized page designs.
    4. Implementation
    In your implementation phase, you’ll notice that the development processes vary a bit depending on the platform. As you and your team work through implementing your work, you’ll make some decisions that’ll impact how easy your site will be to maintain (through no/low-code platforms versus code-driven products).
    Designs, requirements, specifications, and copy come together with development efforts to bring a new website to life. Today, organizations have a lot of great options to consider: No-code platforms such as Squarespace or Wix can make many parts of the development process so simple that developers aren’t needed and maintenance costs are greatly reduced, at the cost of some flexibility about what types of technical integrations they can work well with and how much customization can occur. 
    Some solutions such as Hubspot’s CMS are tailored for HubSpot’s CRM tools and offer an out-of-the-box solution for organizations that want a powerful but easy-to-use interface. HubSpot offers more than two dozen themes for nonprofits to choose from, making customization and a sleek design and user experience available within minutes.
    More development-intensive platforms like WordPress come with higher investment needed in the building process and long-term maintenance costs for things like plugins and hosting, but offer endless opportunities to realize a custom website vision.

    5. Quality Assurance Testing
    Once final content is entered or migrated into your new site, and an approach to blog posts and SEO considerations have been addressed, quality assurance (QA) testing can happen.
    QA testing can check that the site presents well across all devices, meets accessibility standards, is optimized for speed, and is functioning according to requirements.
    6. Accessibility
    Creating a website that’s not only functional and well-organized but also accessible to all is becoming the standard. As nonprofit organizations, it’s even more important to be catering to all audiences, especially those you may be serving.
    Remember that accessibility means accommodating for all disabilities, not just ones that are readily apparent. Over 13% of the U.S. population has a visual impairment. Making the mindful shift to ensuring your site is accessible consists of small changes, like using proper colors, H1/H2 tagging for screen readers, and providing alt text on all images and graphics. Checking these boxes goes a long way in helping everyone have a positive experience on your site.
    Once your QA testing is complete, including your accessibility checks, you can make changes and find solutions, and then the site is ready for final approval to release.
    Regardless of your platform, there are a few details (that are often forgotten) to always keep in mind.
    Here are a few examples of great no-code and low-code nonprofit websites.
    No-Code Nonprofit Website Examples
    1. 50 States, 50 Grants
     It Gets Better: 50 States. 50 Grants. 5000 voices campaign was built using webflow. Although built on a template, the website still has great movement and engagement, and portrays a more custom website.
    Issue Area: LGBTQIA+
    Website Platform: Webflow
    Website: https://www.50states50grants.com/ 
    2. RiseUP Marketing Fellowship
    RiseUP Marketing Fellowship is a purpose-driven marketing fellowship that works to increase diversity, access, and tangible social impact across the marketing and advertising industries.
    Issue Area: Employment
    Website Platform: Squarespace
    Website: https://www.riseupfellows.com/
    Code-driven Nonprofit Website Examples
    1. OPS
    OPS inspires, empowers, and connects a global community using high-impact films and visual storytelling to expose the most critical issues facing our planet.
    Issue Area: Environment
    Website Platform: WordPress
    Website: https://www.opsociety.org/
    2. Outward Bound USA
    Outward Bound USA is the leading provider of outdoor education programs that allows young people to explore their personal potential, since 1962.
    Issue Area: Education
    Website Platform: WordPress
    Website: https://www.outwardbound.org/
    3. The Gerson Mission
    The Gerson Institute’s mission is anchored in the education of food as medicine, reducing toxic exposure and creating a healthier world where Gerson Therapy is not just a viable option, but a pillar of treating chronic illness.
    Issue Area: Health
    Website Platform: WordPress
    Website: https://gerson.org/
    Common Nonprofit Website Pitfalls
    1. Tracking and Conversions
    All too often, organizations forget to transfer and/or set up their tracking on a new website. At the very least, make sure your Google Tag Manager and Google Analytics are published when the website is released.
    Chances are with most website rebuilds, elements and forms on the website have shifted. Buttons may have changed colors or placements and new pages may have been added. Any custom event or conversion tracking on your existing website will need to be recreated for the next website so that you don’t lose out on any of your tracking.
    There’s nothing worse than realizing a pixel isn’t firing correctly mid-campaign. Make sure you take the time to QA your site, test forms and buttons, and run reports the second the website is live.
    2. SEO
    Every company needs a strong marketing strategy, even nonprofits! However, most nonprofits don’t know or haven’t considered investing in search engine optimization (SEO) even though it can have one of the highest returns on investment.
    How do you expect your supporters, volunteers, and advocates to find you if you don’t invest in your SEO and content strategy? Roughly, 53% of individuals say they always do research before they buy something to ensure they are making the best possible choice. This is no different for nonprofits.
    Strong SEO is more vital for nonprofits than ever with the accelerated digital transformation due to COVID and the overall political climate within the United States. Many Americans are looking for ways to support organizations of specific social issues — highlighting the greater need for strong SEO.
    3. Accessibility
    According to the World Health Organization, one billion people — approximately 15% of the world’s population — live with some form of disability. And, roughly 75% of Americans with disabilities report using the internet on a daily basis.
    It’s important to keep in mind accessibility in web design is best when planned ahead, but can be remedied in meaningful ways at any stage in a website’s lifecycle.
    As mentioned above, there are small changes that can go a long way in helping everyone engage with your website, but a few of the most critical are as follows:

    Ensure the colors of your text/backgrounds are friendly for those experiencing visual disabilities, including color blindness
    When available, draft specific copy for alt texts on images and graphics to verbally describe what someone else would see

    This also helps with folks who use screen readers, having a voice to describe what they’re seeing adds context and color to their experience online

    Using the tab key to navigate your site to see how folks who are unable to mouse around will engage with your content can illuminate any areas where more work may need to be done.
    And lastly, checking for discrepancies between a mobile and desktop experience can be a great last pass to ensure you’re up to par with accessibility needs

    Ultimately, a website redesign isn’t easy, but it’s a smart and lucrative business decision when it comes to helping your nonprofit reach new audiences and increase impact. A strong website is critical for any brand, but particularly vital for nonprofits that are goaled on reaching and inspiring interested audiences.