CX Demo

Author: Franz Malten Buemann

  • Top 50 CXMStars™ 2022 have been chosen 🏆

    The past two years have been a whirlwind for all the industries, with customer experience (CX) being no different. Our aim with the CXMStars™ is to support the path to CX excellence and foster the community of the best practices as well as knowledge sharing. Thank you to all participants who joined us in our mission…
    The post Top 50 CXMStars™ 2022 have been chosen 🏆 appeared first on Customer Experience Magazine.

  • The Oxford comma, trap

    It’s easy to accept the limits that are implied when someone asks us for advice and feedback.

    Fix the typos, sure. That’s important. But perhaps you have something bigger to add.

    A friend shares plans to launch a new retail website. It’s tempting to fix the small errors on the page, but perhaps it’s more useful to discuss the product line, the pricing or whether or not it should be online at all…

    The author shares a draft of a new work. You could help with the grammar, but maybe it would help more if you talked about the parts that weren’t included.

    The agency shows three versions of a new design they’re considering. Multiple choice might be on offer, but ‘none of the above’ might be a more generous answer.

    I’m pretty confident that when the Titanic went down, the deck chairs were clean and well-ordered. It’s a shame no one talked about the icebergs.

  • Seven business movies you may not know about

    Everyone loves a good movie. Even more so about the profession they are in. But there are so many out there that you may not know what to watch next. Or that you have already seen them a few times. Well, that is why we have gathered and created this list of seven business movies…
    The post Seven business movies you may not know about appeared first on Customer Experience Magazine.

  • The Origins of Salesforce’s Most Unusual Product Names

    The Salesforce platform is constantly expanding, fueled by the multiple acquisitions Salesforce has been making for over a decade. Whether purchased or home-grown, there’s been a movement towards very descriptive product names, such as “Commerce Cloud”, “Marketing Cloud”, or “Salesforce Industries” (both previously known by… Read More

  • Salesforce Launch Trailblazer Community Groups for Architects

    In exciting news, Salesforce have announced the launch of Trailblazer Community Groups for Architects! This is great news for existing or aspiring Architects looking for a place to learn and network with other like-minded individuals. Here’s what we know so far… What Will I Learn… Read More

  • Webform Builder for Salesforce [In-Depth Review]

    Forms are essential for capturing data from prospects and customers and sending it into your Salesforce org. These could be web forms on your website, landing pages, portals such as Salesforce Community (Experience Cloud), or embedded on third-party applications. ​​Regardless of where you choose to… Read More

  • FREE WEBINAR: Turn conversations into conversions with marketing automation and personalization.

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

  • What’s in Store for Call Center Workforce Management in 2022?

    Though customers should be the key focus of all call centers, agents are the driving behind-the-scenes force who ensure these customers enjoy a timely, empathetic, and efficient experience. From live voice interactions to online chatting, social media messaging, and post-interaction administrative work, call center agents must juggle multiple tasks on a daily basis.
    So, because agents are the lifeblood of the call center, it is vital that their managers do everything possible to promote their professional success and wellness, and nurture a positive work environment. After all, happy agents lead to happy customers and, ultimately, award-winning customer experience. 

    Your first step to keeping agents happy and working efficiently is creating and executing a thorough call center workforce management (WFM) strategy. 

    Your All-in-One Guide to Call Center Workforce Optimization

    What is call center workforce management? 

    Whether you’re operating in an enterprise, startup, or small business, you likely already have some form of call center WFM strategy in place, even if you don’t refer to it as such. In a nutshell, workforce management solutions are the tools call centers employ to ensure the right number of agents are scheduled at the right times, and that every agent’s specific skill sets are being put to good use in those moments, too. 

    Why is call center workforce so important?

    With the right WFM solution, your call center will be more cost-effective, your customer service will be top-notch, and your agents will be more engaged and efficient while performing their daily tasks. Here’s why:

    You’ll save money in the long run by adjusting staffing levels—knowing when your call center is quietest means you can safely have fewer agents scheduled to work at those times.

    Customers will rarely experience long wait times in the queue since enough agents will always be ready to promptly answer inbound calls.

    Call spikes will never catch you or your agents off guard. You’ll have developed a thorough understanding of call volume patterns on an hourly, daily, and weekly basis.

    There will always be enough staff working to allow for proper breaks and for agents to catch up on administrative work in between calls.

    TIP:
    A Voice Call-Back technology is a great way to help keep call spikes at bay. Customers will be asked if they’d prefer a call back from an agent once it’s their turn, so they don’t have to wait in the queue. An added bonus? Your agents feel less overwhelmed, and customers get time back in their day—a true win/win for all involved.

    How do I start WFM planning for my call center?

    The idea of developing a call center WFM strategy may seem daunting at first, but with a solid base of information, it becomes a little less intimidating. Try starting with these 3 steps to kick off your WFM plan.

    1. Analyze historical data.

    An easy way to predict future call volumes is to check out past statistics. Go week by week for the last 12 months and see if you notice any meaningful patterns. If there were anomaly days when volumes were particularly high or low, be sure to cross-check them with events like holidays, special offers, sales, or anything else that might have affected the metrics. 

    2. Focus on forecasting and scheduling.

    Once you’ve analyzed historical data, forecast your upcoming weeks and schedule accordingly. If you know Monday and Wednesday mornings are busy, be sure to have more than enough coverage for those specific times. Mix up the experience levels of your agents, too. During the busiest times, it makes the most sense to load up on your fastest agents and ones with higher experience levels. On days you expect call volumes to be low, newer agents will be able to take more time on their calls—but be sure to schedule a few senior agents to train new hires and answer burning newbie questions. 

    FACT:
    Research from Quality Assurance and Training Connection shows that the average turnover in call centers ranges from 30–45%. That’s a high number for any industry. Placing an emphasis on proper training for new agents can help turn new hires into long-term employees.

    3. Repeat the process once a week.

    Sure, doing a once over of historical data is super helpful right out the gate, but to ensure consistent WFM efficiency, constant monitoring of call volumes, agent performance, and CSat scores is a must. Book yourself some time to go over data for the previous week at the start of your current week. If you notice any anomalies, you can catch them early and staff accordingly for the weeks to come while you sort out the why’s and how’s. 

    Still confused? Consider investing in workforce management software. 

    Especially if you’re running a medium to large-sized call center with hundreds or thousands of agents, manual WFM solutions may not be the best fit. Plenty of easy-to-use WFM software options are available that automate the entire process including historical data analysis, real-time call volume monitoring, agent scheduling, time tracking, and more. 

    What’s to come for call center WFM in 2022?

    After studying trends from 2020 and 2021, 2022 promises to be a disruptive, ever-changing year for call center WFM. Here are a few predictions we’re making for the coming months:

    Total transitions to remote work

    Many call centers have realized that operating remotely is more cost-effective and provides employees with a better work-life balance. As such, we’re seeing a reduction in the “return to office” mentality within the call center industry. Many organizations are choosing to give up their pricey office leases in favour of all-remote work, while others are opting for a hybrid approach. 

    More digitization and automation

    With more employees working remotely, we’ll likely see an increase in the amount of call centers that invest in automated scheduling technology. Since many remote employees will be working in different time zones across the country (or internationally), scheduling even just 30 or 40 agents becomes that much more of a complex task for call center managers, which makes opting for automation an easier choice to make.  

    Flexible scheduling to fill labor shortages

    Globally, many industries are currently experiencing major labor shortages. The recent pandemic has caused a shift in the workforce, leaving companies worldwide with huge staffing gaps to fill. As the demand to hire new employees increases, call center managers will have to more agile and thoughtful about the types of employees they hire, whether that means seeking alternative options like part-time workers or even temps.

    Coping with Labor Shortages in the Contact CenterThe post Blog first appeared on Fonolo.

  • Customer Loyalty with Shep Hyken

    https://youtu.be/PbxaaX5PtlA Had the pleasure of sitting down with Shep Hyken last night as he filled us in on a great way to have customers always coming back!
    submitted by /u/BLoyet05 [link] [comments]

  • Brand Logos: 19 Logo Examples, Samples, & Sources of Inspiration

    When it comes to your business’ branding strategy, establishing a logo is one of the most critical tasks.
    Your logo will be pervasive throughout your marketing campaigns, and it’s one of the most prominent branding elements people will think of when someone mentions your company.

    Mounting research backs up how important a logo can be to your brand. In fact, a recent study from the Journal of Marketing Research found that an effectively designed logo can “influence brand evaluations, purchase intentions, and brand performance.”
    Not sure what it takes to create a killer brand logo? To give you a better idea, check out our list of stand-out logos below.
    Logo Examples
    1. Geometric Logos

    Geometric shapes are highly effective at creating stylish and fun designs. Some can even evoke feelings of movement. It’s particularly popular amongst big brands from Google to Adidas — also proving that you don’t need to belong to a specific industry to use it. The final result is often a clean and modern design.
    2. Negative Space Logos

    Negative space logos are all about leveraging what you don’t see. Because these logos take more thought to execute, you can typically spot subtle meanings. For instance, you may see hidden letters, icons, or names. A great example is the FedEx logo which uses negative space to create an arrow between the “e” and “x” letters.
    Image Source
    You don’t have to be super obvious with your negative space. Often, these logos use it to add small details that complement the main visual.
    3. Typography-Based Logos

    Typography can add a clever spin on traditional logos. We often see two varieties — one where typography enhances the imagery (see Hatchet), and the other where typography is incorporated within the imagery, giving it structure (see Burger King).
    In the examples above, we see the text and graphics working in harmony — in other words, you can’t have one without the other.
    4. Hand-Drawn Logos

    Hand-drawn logos feel similar to a personal signature. It gives brands an authentic, rustic, down-to-earth, and even child-like feeling. Most incorporate a sketch of a scene, object, idea, or symbol. Because no two hand-drawn designs are alike, this style almost guarantees a unique and original logo.
    5. Overlapping Logos

    By using multiple layers, you can create more complex and colorful logos without overwhelming the viewer. It’s an effective strategy that “interrupts” visual elements — or even text — within a design. That said, these logos can be hard to pull off without a designer, so we recommend leaving this trend to the professionals.
    Logo Examples in Ads
    6. McDonald’s

    Image Source
    McDonald’s “Follow the Arches” campaign highlights the power of logos — even if you can’t see all of it.
    It features a portion of its golden arches logo along with a simple line of text — such as “On your left” and “On your right.” With the creative use of its logo and signature colors, consumers instantly recognize the brand — and know that it’s just around the corner.
    7. Curtis

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    Curtis brings the smell and taste of fruit to life. Add the steam on top, and your mouth begins to water. The yellow logo on the tea label also brings a nice contrast to an otherwise monotone color scheme.
    8. Nescafé

    This black-and-white ad for Nescafé features rows and rows of zig-zags. It seems confusing at first, until you read the tagline, “Nothing wakes you up as Nescafé.”
    Suddenly, these zig-zags become Z’s to represent sleep, and they eventually “wake up” and transform into the Nescafé logo. It’s a playful ad that uses symbols to illustrate the relationship between sleep and coffee.
    Logo Examples in Literature
    9. Underhill Press

    Image Source
    Here’s another example of an ad that uses the power of symbolism in its logo. Books are born from trees — which is an obvious comparison. But trees also symbolize wisdom, growth, and learning — which artfully plays into the brand’s ethos. Trees are also a critical resource to the environment, as books are to people.
    10. Rosebery

    Image Source
    You can see a logo a hundred times without recognizing its full meaning — which is why I like this logo in particular.
    Not only does it depict a child reading, but the book also doubles as wings. You can interpret it in multiple ways — for example, books can give kids wings to unleash their imagination or understand the world around them. It’s an effective logo that calls for a second — or even third — glance.
    Sources for Logo Inspiration
    Arguably the hardest part of creating a logo is knowing where to start. To light your creative spark, we’ve compiled a list of logo inspiration to get the ball rolling.
    1. Creative Market

    Creative Market is a designer’s playground with over 3 million unique fonts, graphics, themes, photos, and templates.
    Use the search bar to browse through logos that match your style or profession. If something catches your eye, you can purchase and download designs right on the platform — or simply use it to gather inspiration.
    2. Dribble

    Dribble operates as an online portfolio for designers. In fact, it’s one of the largest platforms for designers to share and promote their work — making it an ideal hub for finding inspiration.
    Plus, if you want to hire a professional, you can contact artists directly on Dribble or use its Project Board to post a job.
    3. Logoimport

    Logoimport is an Instagram account that shares designs, illustrations, and graphic inspo from various designers. The account does a great job of tagging the artist on each post, so if something piques your interest, you can view more of an artists’ work with just a few taps.
    4. Behance

    Owned by Adobe, Behance is a social media platform for artists to showcase and share their creative work.
    What’s unique about Behance is its advanced search functionality. Want to browse logos that are all blue? No problem. Want to browse logos that are solely made with Photoshop? You can do that, too. With Behance, you can quickly narrow your searches to see the most relevant designs.
    Logo Samples That Anyone Can Use
    You don’t need to hire a professional designer — or have an extensive background in graphic design – to create an eye-catching logo. Instead, online resources can help you design one in just a few steps. Take a look at our list below:
    1. Canva Templates

    If you can’t pin down exactly what you want your logo to look like, try browsing through Canva’s premade design templates. Once you land on a design you like, simply click to download it. This will open the Canva editor where you can customize the text and color scheme of your logo.
    Keep in mind that some Canva templates are free, while others may require a Pro account.
    2. Logomakr

    Logomakr is a tool that allows you to design a logo from scratch with thousands of stock icons and hundreds of fonts. If that’s too much of a feat, you can simply use one of its templates and customize the text, color, and graphics to match your branding.
    Although Logomakr is a free tool, you have the option to pay for professional assistance should you need help designing your logo.
    3. Logo Garden

    If you think it takes days to create a logo, Logo Garden, a design tool, says it can be done in minutes. Its software contains a vast library of graphics, fonts, and colors to build even the most intricate logos. If you get stuck along the way, it also offers design tips and videos to guide you.
    After the design is complete, just download it to your computer for a small fee.
    4. Designimo

    Designimo is a great starting point for anyone feeling overwhelmed by the design process. When you visit the website, you are prompted to share your company name. Once you do so, it will open a new screen with a variety of logos that feature your company name.
    From here, you can visualize what style and colors best fit your brand. Or, narrow down your search results by industry — such as real estate, health care, or apparel. This will populate the most relevant designs to pick from.
    5. GraphicSprings

    GraphicSprings is a design software that promises beautiful logos in three easy steps — first, pick a template from its library, which are categorized under different industries. Then, edit the graphic and text of your logo with its easy drag-and-drop menu. Lastly, download your design for a small fee. Voila, it’s just that simple.
    Creating an Effective Logo
    Even if you think you’ve landed on a perfect design that’s classic, memorable, and valuable to your messaging, it can be helpful to look at what brands around you are doing to modernize, evolve, or improve their own designs. This way, when it’s time for your logo to get a refresher, you’ll be ready with some great ideas.