Author: Franz Malten Buemann

  • What is AdTech [+Types Worth Investing In]

    Emerging technologies always encourage scrutiny and critical analysis, and ad tech is no different.
    This discipline has been around for a few years, but it’s only recently caught the attention of savvy ad tech agencies. In the era of big data, they’ve recognized having ad tech company relationships makes them more powerful and attractive to clients.
    The age of social media has forced agencies to investigate innovative ways to interact with relevant users, rather than relying on typical broadcast or digital media buys. And the advantages for agencies investing in ad tech are plentiful. Global advertising is forecast to recover to 10.4% growth, reflecting a total spend of $634 billion
    But there’s still one issue: many young ad agencies are still trying to figure out what exactly ad tech is — and how they can best use it to their advantage.

    If you’ve ever scratched your head at the terms “programmatic” or “omnichannel,” you’ve likely already heard a little about what ad tech does (though you may not have even realized it). Programmatic advertising, for instance, buys target audiences instead of time slots: Think about buying ad space that reaches a particular demographic wherever it is instead of buying a prime time TV spot and hoping the right people are watching.
    Omnichannel marketing reaches target consumers across all channels — mobile, video, desktop, and more — within the context of how they’ve interacted with a brand (those first seeing an ad will receive a different message from those who have engaged with that brand a number of times). Omnichannel and programmatic aren’t the only two tools within ad tech, but they are two of the most revolutionary.
    That said, ad tech is designed to help advertisers make better use of their budgets. Ad tech methodologies deliver the right content at the right time to the right consumers, so there’s less wasteful spending.
    Today, ad tech methods supported by influential data allow agencies to make wiser placements that effectively position advertisements when and where they are needed most. This helps reduce wasted efforts and gets ads to users at critical touchpoints, meaning it’s helpful for both brands and consumers.
    Instead of the standard sort of placement buys, ad agencies can integrate their ads using high-level data and technology. It’s a logical next step toward seamless integration and high-impact, value-added placements. And it’s redefining how agency planning and strategy teams look at media.
    The Benefits of Advertising Technology (AdTech)
    Ad tech has plenty of moving parts, which means there are countless opportunities for agencies to set themselves apart. The diversity of ad tech data allows for more granular and relevant targeting and integration. It also necessitates leaning upon trusted ad tech solutions and platforms to get the most out of every ad campaign.
    One major effect for agencies and their clients is a noticeable improvement in prospect interactions. Thanks to ad tech, brands can now connect all advertising channels. This means saying goodbye to clunky, unnatural advertising that irritates users and frustrates agencies and their clients. Instead, cross-platform uniformity ensures brands are reaching users consistently and logically.
    Ad tech has also allowed retargeting to enjoy growing popularity — so much that it represents about 90% of all advertising costs. In other words, it’s not going away.
    The problem is that it can be too intrusive, which leads to reduced effectiveness. By taking advantage of RTB options fueled by ad tech data, agencies can drill down and target only those audiences most likely to convert, without badgering those who aren’t.
    Connecting the Dots Between Ad Tech Companies and Agencies
    Knowing that they need each other to thrive, agencies and ad tech companies are on a joint mission to figure out how to forge long-lasting relationships. Deeper connections tend to occur naturally through regular communications, realistic expectations, and thoughtful customization.
    Communication
    Touching base regularly and working transparently between both parties is essential. There can no longer be a “set it and forget it” attitude in the online ad industry.
    With new integrations between data, tech, and content, there needs to be consistent party involvement from start to finish. To this end, media publishers are having more discussions with their agency partners about content and other creative efforts than ever before. That makes it imperative for ad tech organizations and agencies to have an “open door” policy.
    Expectations
    Quick turnarounds are another key factor to keep an eye on in the relationship between agencies and ad tech pros. Everyone wants rapid turnarounds, but sometimes things can get lost when too much is happening at one time, and sometimes quality is compromised.
    Do you want something mediocre that’s finished tomorrow or something impressive you have at the end of the week? You likely want the latter. Project management helps smooth out the flow between ad tech and agencies and ensures more successful campaigns.
    Customization
    Imagine you’re a consumer who just saw a mobile ad that piqued your interest. When you go to browse on your laptop, you see the same ad. Then you see the same next time you’re on YouTube, then again before your next Hulu binge session. Seeing the exact same content becomes annoying, and your interest inevitably lowers.
    That said, there can’t be a repurposing of content and strategy across all channels — that’s a dinosaur-era approach destined to backfire. Agencies and brands are realizing that they need to customize creative assets for each channel and integration. It’s no longer acceptable to have a mentality of “matched luggage” when it comes to media. Agencies can work hand-in-hand with an ad tech partner to achieve exceptional outcomes through data interpretation.
    Advertising Technology Trends
    1. AI AdTech
    Programmatic advertising has continued to grow and one of the evolutions of the process is using automated, artificial intelligence. AI can automate the ad purchasing process so advertisers can target more specific demographics.
    As advertising technology becomes more complex, the demand for it to be automated will continue to grow. Not only does it make media buying easier, but AI can also make real-time adjustments across all channels.
    2. Self-Service AdTech
    One of the latest trends in ad tech is the adoption of new technologies that offer self-serve options. For example, with AdVendio users can significantly reduce operational costs and time needed to manage clients by providing a branded platform for end-to-end ad campaign management. This means low-budget advertisers can scale their business efforts.
    This gives advertisers more control and makes it simpler for advertisers to set up and manage advertising campaigns.
    3. Header Bidding
    Header bidding is an automated auction technology, which allows publishers to sell their inventory to advertisers through many Demand Side Platforms (DSPs) while receiving bids from multiple advertisers simultaneously.
    With header bidding, publishers can receive bids from multiple advertisers at the same time. We anticipate this becoming a bigger trend because it ensures that advertisers receive a reasonable demand base price for their ad inventory.
    AdTech Solutions
    Mobile AdTech
    When it comes to finding ad tech solutions, you might consider breaking down what type of advertising you’re doing. For example, if you’re only going to be advertising on mobile devices, you can use mobile ad tech solutions.
    One mobile ad tech solution is Basis. With this software, you can plan, buy, analyze, and streamline your mobile ad campaigns. This software has robust business intelligence, workflow automation, and is powered by artificial intelligence.
    Another example of mobile ad tech is Celtra. With Celtra, marketing teams can design, approve, and deliver digital assets for their mobile advertising campaigns.
    Online Advertising Technology
    Online advertising technology is a solution that will help you advertise online, regardless of device type. A great example of this is AdRoll. With this ad tech solution, you can find more customers, build profitable relationships, protect your customer data, and improve your advertising results.

    Image Source
    Another example of online advertising technology is the Google Marketing Platform. You can manage all your campaigns, from search engine display advertising, to retargeting, to display and video campaigns.
    Video Advertising Technology
    When you’re creating your ad campaigns, it’s important to be creative and think beyond display search advertising. You can use video ad tech solutions such as Tik Tok Ads. With this solution, you can tap into unique engagement solutions and immersive formats to creatively and authentically connect with audiences around the world.

    Image Source
    Another example is StackAdapt. StackAdapt is a self-serve advertising platform that specializes in multi-channel solutions including native, display, video, connected TV, and audio ads.
    Native Advertising Technology
    Native advertising is when paid ads match the look, feel, and function of the media format in which they appear. One ad tech solution for native advertising is Taboola. With Taboola, you can reach new audiences and place your ads in a media format that’s similar to that of your ad.
    Another example is Outbrain. This advertising platform helps global to emerging brands connect with consumers on the open web through engaging ad formats that inspire action.
    Reaching Higher With Ad Tech
    Ad tech has grown rapidly, and it’s showing zero signs of slowing down.
    As it continues its spread, agencies will be able to take advantage of ad tech’s opportunities to develop more integrations, more data sharing, extended reach across all channels, and cleaner integrations against content.
    When ad tech and agencies partner up, user experiences will be increasingly polished and positive, and agencies will get the reward for their commitment to embracing the benefits of a lasting relationship with ad tech providers.

  • What Are Content Managers, and How Do You Become One?

    Content managers build a company’s content strategy, create targeted and relevant content, and distribute marketing communications to audiences online. They are organized, well-versed in fostering a brand voice, and often know their way around a blog post.

    You might just be learning about the content management role and want to know the basics. Or, maybe you know this is the job for you, but want to make sure you’re prepared to be successful.
    Below, you’ll find everything you need to know about content managers, from what they do to how to become one. Let’s take a look.
    What are content managers, and what do they do?
    Content managers develop and distribute timely, relevant content for audiences. To do that, they have a deep understanding of their company’s brand voice and use it to communicate with customers.
    In addition to creativity, being a content manager usually involves the management of projects and a content team. They also might collaborate across other teams for projects.
    This role is not entry-level — content managers are generally expected to lead their team and foster growth, so it’s a job that’s filled by someone with a couple of years of experience in marketing, communications, and project management.
    That was just an overview of content managers and the job role. Next, we’re going to talk about some specific duties of a content manager.
    The role of a content manager can depend on company structure and size. For instance, a startup’s content manager might be their only marketer, while an enterprise company might have content managers assigned to multiple teams.
    You might find a content manager taking the ownership over an editorial calendar, developing content topic strategy, compiling data reports, managing social media accounts, or writing long-form editorial pieces.
    Alicia Collins, Global Brand Marketing Manager at HubSpot, says, “Content managers wear many hats. Their job consists of so many moving parts — managing blogs, managing social, managing offers … in some cases, they can be a one-person marketing team.”
    Even so, there are common responsibilities that define a content manager. Let’s take a close look.

    Content Manager Responsibilities
    The responsibilities of a content manager include:

    Audit the existing content on the company’s website for brand voice, relevance, and optimization
    Research competitors to find content gaps and keyword gaps that your company hasn’t yet covered
    Create a new content strategy that can help your company reach its traffic goals
    Promote a consistent brand identity through the company’s social media profiles
    Create a long-term and short-term content publishing calendar and social media calendar
    Write the new content or manage a team of freelancers and writers to create the new content
    Monitor the performance of the content through online tools such as Google Analytics, Ahrefs, and Google Search Console

    What sorts of skills do you need to carry out these responsibilities? We’ll dive into more detail up next.
    So, you know what a content manager does. What about some of the skills you’ll need to exceed as one?
    Content managers are brand advocates and know that the way stories are delivered reflect their company’s brand and audience preferences. We’ve lightly touched on a few of the skills you need to be a content manager, including creativity, writing, data interpretation, and organization.
    But it’s also imperative to have working knowledge of a few other things.
    1. SEO Copywriting and Blogging
    Content managers need to have a general understanding of SEO. That way, you can effectively reach audiences through organic search. In addition, you’ll also have to know how to be a storyteller using the voice of a brand, and how to connect with customers using that brand voice.
    Take it from Senior Podcast Producer Matt Brown, who says, “Empathizing with your audience and telling a story worth listening to is always the greatest skill a content manager should have.”
    In order to deliver those stories, you’ll need to be familiar with copywriting and editing. Writing skills would be applied to writing marketing communications and blog posts. You’d also use them when editing the work of others.
    If you’re worried about the grammar and comprehension front when it comes to writing, check out Hemingway Editor or Grammarly. Hemingway Editor is a free website that checks your writing for technical errors and readability, while Grammarly is software that analyzes your work, spell-checks it, and offers suggestions on how to improve sentence structure.
    2. Data Analysis
    As a content manager, you’ll spend some time analyzing datasets. Data from past campaigns, SEO research, and audience behavior are all helpful numbers to look at in order to execute job functions, because they inform leadership decisions and collaborative projects.
    If you don’t analyze the results from your content performance, you won’t know if your messages are accurately connecting with your customers.
    3. Basic Coding
    By no means do you need to be a code whiz to become a content manager, but knowing some HTML and CSS can help you jump in when you don’t have a web developer on hand. As a content manager, you’ll be tinkering around with your website’s content management system. That may sometimes necessitate inserting a line or two of HTML and CSS code.
    4. Content Management System Proficiency
    On that note, you should know your way around popular content management systems such as CMS Hub and WordPress. You’ll be directly editing the content on your company’s website, so you’ll want to know how to use a CMS.
    CMS Hub offers a 14-day trial that can help you get acquainted with a top-of-the-line content management system in an intuitive drag-and-drop environment. Once you learn CMS Hub, you can try your hand at a more complicated system such as WordPress.
    You’ll also want to know your way around a few other tools. Generally, knowledge of one or two marketing tools for every facet of content production and management will cover your bases. This includes programs to enhance content as well, such as automatic grammar check software or graphic design tools.
    It’s also a good idea to know about how social media is used as a business tool, and when that applies to marketing campaigns for your company. To help with social media management, knowing how to use a tool like HubSpot would be beneficial.
    5. Strategic Planning
    As a content manager, you’ll spend ample time strategizing how to deliver targeted messages to your audience. That means you won’t throw out messaging willy-nilly, but very carefully and strategically craft the messaging’s wording and timing.
    Justin Champion, Principal Product Manager at HubSpot, says, “An effective content manager needs to have a vision of what story they’re trying to tell. This will help them create a cross-platform content strategy that will give the best experience possible to their audience.”
    6. Time Management and Organization
    As a content manager, you’ll be handling various content calendars and juggling a wide variety of responsibilities. That makes organization and time management skills a top quality of the best content managers out there.
    Luckily, you don’t have to be innately organized or a strict time-keeper. You can use project management apps to keep everything going along smoothly. Remember, as a content manager, you’ll likely be the leader of a team and the go-to person for status reports. As such, you’ll want to be as organized as possible. That way, you’ll have access to the information you need when you need it.
    7. Leadership
    A good content manager has some leadership skills under their belt — but this doesn’t necessarily mean that you need to be an extrovert speaking at the front of the room. You can be a leader by keeping the content management projects progressing smoothly, sending reports before higher-ups ask for them, and launching new campaigns to keep your company top-of-mind for leads and customers.
    In some cases, you may need to manage a team of content coordinators or writers. That’s where more traditional leadership skills come in, such as being a great people manager and adopting a leadership style that helps your team grow. Pay close attention to the wording in any job listing for a content manager. You could be the only person in your team or the leader in your team.
    So, you know what it takes to be a content manager. But how do you get there? Time to find out.
    How to Become a Content Manager
    1. Take a content marketing certification course.
    No matter your background or years of experience, if you’re shifting from another career into content management, you’ll want to re-learn the ropes of content marketing to ensure you’re up-to-date. Take a course to help you strengthen your content marketing skills. I recommend starting with our certification course. Upon completion, you’ll get a certificate that verifies your comprehension of content marketing (plus, you can add it to your LinkedIn profile).
    2. Get familiar with SEO.
    At countless firms, content marketing is synonymous with SEO, so you’ll want to have a firm grasp of the concept as you seek a content manager role. If you don’t know the rules of SEO, you might write content that’s not appropriately targeted or that doesn’t serve a purpose other than filling up your company’s blog.
    You’ll need to know how to carry out keyword research and use the appropriate software to find “green space” for your company’s website. Green space refers to keywords with low competition and high potential for serving your audience’s needs.
    3. Create a personal website.
    There’s no better way to start content management than by building a personal website with content that you uploaded and wrote yourself. This website could be for your own personal brand, for a company idea you’ve had for a while, or simply for fun. Whatever it is that you create, you want to get familiar with creating a website from start to finish, so that when it’s time to manage your future employer’s site, you can do it easily.
    You’ll learn a few things through this process, including how to upload content and media, how to manage that content once it’s been uploaded, and how to effectively structure your site. It’ll also teach you how to get around a content management system.
    Use your learnings from this process to give thoughtful answers to your interviewers when you’re applying for content management roles.
    4. Apply for an entry-level marketing role.
    It’s time to search for a role. Unfortunately, content management is a mid-level role, meaning that most content managers have been in the marketing industry for a few years. If you’re just now getting started with marketing, you’ll want to start with an entry-level role first, then move up into content management.
    Not all marketing roles are created equal. Look for the following words in the job posting to ensure you’re starting on the right foot:

    SEO
    Blogging
    Writing

    If the job posting seems too general or if it seems to concern more traditional marketing methods, such as live event marketing or advertising, you’ll want to avoid it. Content managers work almost exclusively on the digital side of marketing.
    5. Take on content management tasks within your role.
    In your entry-level role, you’ll want to take on the duties of a content manager without yet being a content manager by name. For instance, if your team is missing a content calendar, could you volunteer to create one (without stepping on anyone’s toes)? What about volunteering to upload the week’s new content onto the CMS?
    It’s important to continue expanding your technical and practical content management skill set as you gear up to apply to an actual content manager role.
    6. Apply for a content manager role.
    Once you have enough experience under your belt, it’s time to move into content management — either by becoming the manager of a content team or taking on more strategic roles within a marketing team.
    Remember to use every piece of experience you’ve gathered thus far to show how well you can communicate with an audience and how well you’ve distributed content in the past. Lead with the results of your actions and measure them in numbers. Content reach, organic traffic, and other engagement metrics are just a few data points you can use to show how effective you can be as a content manager.
    Start Sharpening Your Content Management Skills Today
    If you’re looking to become a content manager, it’s critical to deepen your knowledge of content marketing and SEO. Refining your skill set ensures that you’re staying up-to-date as the industry changes. This is a must for content managers. If you don’t know how the industry is changing, you won’t be able to effectively connect to your audience — and connecting to your audience is what will make you an excellent content manager.
    Editor’s note: This post was originally published in April 2020 and has been updated for comprehensiveness.

  • Getting Started with Salesforce Flow – Part 76 (Salesforce Flow Design Patterns – from Fundamentals to Mastery)

    Salesforce Flow is like a double-edge sword – on the one hand, it is one of the most powerful tools provided by Salesforce to implement business automation declaratively; on the other hand, if one implements Salesforce Flow sloppily then, it may turn into a nightmare by flashing errors like SOQL
    The post Getting Started with Salesforce Flow – Part 76 (Salesforce Flow Design Patterns – from Fundamentals to Mastery) appeared first on Automation Champion.

  • Redefining Customer Experience Through Consumer Behavior

    Not every organization can invest in every conceivable resource to solve every customer’s need. But they can use basic principles to enhance the perception of the customer’s experience. In a rapidly changing world of how brands and customers interact, consumer behavior should always be top of mind for business leaders. The trick is to discern which behaviors are changing, and which are not. Only then can they deliver competitive customer experiences. Full article: https://www.customercontactweekdigital.com/customer-experience/articles/redefining-customer-experience-through-consumer-behavior
    submitted by /u/vesuvitas [link] [comments]

  • Should You Worry About YouTube AdBlock? 4 Tips for Video Marketers

    Imagine watching the Super Bowl without any commercials — or driving through a bustling city with blank billboards.
    Now imagine watching YouTube without ads.
    For some people, this is a reality. With YouTube Adblock, viewers can block ads from appearing in videos and on the webpage.
    This begs the question: should video marketers worry about ad blocking?

    Let’s learn more about YouTube Adblock, if consumers actually use it, and tips from real video marketers on how to get around them.
    Ad blockers may feel like a marketer’s worst nightmare. But there is power in understanding why people use them.
    Here are some quick stats: 48% of ad blocker users felt there were too many ads online. And 47% of users found these ads annoying or irrelevant.
    Think of your own experience — have you ever been bombarded with pop-up ads while reading an article? Or watched a video ad that wasn’t relevant to your interests… at all?
    This study signals a clear trend: Users want a less intrusive experience with digital ads. And they’re willing to guard their time and attention with ad blockers.
    Do Consumers Use YouTube AdBlock?
    We know the motivations behind using YouTube Adblock, but how many people actually use it? Take a look at HubSpot’s survey about ad blocker use on YouTube:

    More than half (63%) of respondents do not use any type of ad blocking software on YouTube, whereas a slim 11% of respondents do.
    Does this mean marketers can breathe a big sigh of relief? Not so fast.
    While the adoption of ad blockers is low, it is slowly increasing year-over-year. It may not be an immediate threat to your digital marketing strategy, but this could change in the coming years.
    And, if your target audience consists of millennials, you may feel the effects of ad blocking more. People in the 18-to-24 range are the highest users of ad block software, while people younger than 12, and 65 and older, are among the lowest.
    Marketers must get creative to leverage YouTube without ad blockers getting in the way. Here are four tips from video marketers on how to get started.
    4 Tips for Navigating YouTube AdBlock, According to Video Marketers
    1. Keep it in perspective.
    Don’t let the fear of ad blockers drive you away from YouTube entirely.
    For Nicole Ondracek, marketing manager, paid advertising at HubSpot, advertising on YouTube still proves effective — even with pesky ad blockers.
    “You’re still able to reach so many people on YouTube that [AdBlock] doesn’t really play a factor in our strategy.”
    Ondracek adds, “For example, one of our audiences is a Custom affinity audience, which is a type of audience that targets people with interests in B2B CRM software. This segment alone can still reach 500 million to 1 billion impressions a week.”
    While ad blockers “mute” a portion of your audience, YouTube still provides access to billions of users (2.1 billion to be exact), along with plenty of opportunities to reach them.
    2. Diversify your ad channels.
    It’s never a good idea to put all your eggs in one (marketing) basket.
    For instance, if your digital marketing solely revolves around YouTube advertising, you may want to diversify your marketing strategy to include “ad blocker-proof” channels, such as social media or content marketing.
    Jennifer Brault, channel promotions manager at HubSpot, tells me, “When running any sort of digital marketing campaign, it’s important to meet your audience where they are.”
    Brault continues, “By diversifying your advertising spend across multiple channels, you’re not only reaching a variety of audiences, but you’re also learning more about what platforms your audience spends their time on, which can help inform future ad spend and organic efforts.”
    3. Create a meaningful ad experience.
    “Rather than trying to find ways around ad blockers, focus on finding ways to make advertising more meaningful and appealing to end users,” says Bernard May of National Positions.
    As ad blocker usage slowly rises, video marketers must put their audience at the center of their video strategy. This means getting to the heart of customers’ interests, questions, and pain points — and then finding ways to address them.
    Remember, consumers don’t hate advertising — they hate bad advertising.
    4. Focus on targeting.
    While we can’t necessarily get around ad blockers, we can focus on putting ads in front of the right people.
    With Google AdWords (YouTube’s ad platform), video marketers can target people who already demonstrate an interest in specific topics or keywords relating to your business.
    Affinity Audiences is an especially helpful targeting mechanism in Google Adwords. With Affinity Audiences, you can reach people based on their browsing history and place them in certain segments such as “bargain hunters” or “DIY.”
    For example, a marketer selling outdoor sports equipment could target users who recently searched for “ice fishing” or “best hiking trails near me.”
    Final Thoughts
    Ad blocking technology isn’t going away soon. Fortunately, all isn’t lost for digital marketers who can still benefit from YouTube by auditing their current practices, diversifying their marketing channels, and identifying areas for innovation.

  • The Pros and Cons of Working in a Call Center Environment

    No matter where someone’s working, there will always be positive points and pain points. Though they vary from person to person, there are a few universal pros and cons to working in a contact center environment that all agents tend to agree on.
    The best way for call center managers to combat the cons is to identify what they are and what you can do to help your agents work through them.
    How to Foster Agent Engagement in a Hybrid Contact Center
    The pros of working in a call center environment.
    It’s important to celebrate the great aspects of contact center life before we dig into the not-so-great ones. Knowing what agents can gain from working in a call center can help you to better motivate them and also ensure you hire employees best suited for the job. Just a few of the many pros include:
    Honing transferrable skills.
    From developing excellent communication skills to practicing problem solving, call center agents leave their job every day having worked on a variety of proficiencies that can help them excel in other areas of life.
    Impressive compensation, benefits and overall earning potential.
    Call center work often comes with excellent perks including paid holidays, set annual salaries, extensive benefits, paid time off, and desirable working hours. Earning commission is also a possibility for agents who work in sales positions. Plus, there is plenty of potential for promotions and raises throughout an agent’s career.
    The option to work from home.
    Flexible and remote work options are a big selling point of contact center work. Remote work offers better work-life-balance for employees who would’ve otherwise had to spend hours commuting to an office.

    TIP:
    Add these pros and any others you can think of into job descriptions when hiring new agents. It’s a great way to catch the eye of potential call center employees who will be more likely to stay long term.

    Common cons of working at a call center.
    It’s not enough to simply identify the daily struggles agents face. To ensure agents are set up for success, it’s important to have solutions in place that can help boost employee satisfaction and give agents somewhere to turn if they’re stressed.
    Here are some common issues that come with working in a call center environment and how to help agents overcome them.
    Agent burnout.
    Call centers can be great places to work, but they certainly aren’t for the faint of heart. On top of being a fast-paced environment, agents know that their performance activity is monitored throughout the day. Add in a few irate customer interactions, and it quickly becomes clear why burnout is one of the most common challenges for call centers.
    SOLUTION: There are a few ways to stop burnout in its tracks. The first is to equip your contact center with technology that takes some pressure off your team. Tools like Voice Call-Backs and Conversation Scheduling help to smooth out call spikes and prevent long lineups in your queues, so agents feel less pressured to rush through calls.
    Second, book bi-weekly or monthly one-on-one meetings with your agents and encourage them to discuss any recent high-pressure interactions they’ve handled. Regular check-ins will help them to feel supported and give you the chance to work on conflict resolution together.
    5 Tips to Prevent Call Center Agent Burnout Before It Begins
    High turnover rates.
    Call centers are notorious for high turnover rates, which has a huge negative impact on agent engagement. According to a study conducted by DailyPay, large-sized call centers experience an average turnover of 44%. This is extremely costly, not just for your bottom line, but for your call center service quality.
    SOLUTION: Focus on hiring the right call center employees to try to keep turn-over at a minimum. Start by writing down the needs of your call center and the experience and personality types that best suit your situation. Then, ensure your job descriptions are specific and targeted to the types of candidates you’d like to hire.
    Promoting from within can lead to improved agent retention, as it demonstrates to agents that there is room to grow within the company. If an agent is excelling, try promoting them, offering a raise, or providing training and knowledge advancement tools to keep them motivated.

    TIP:
    According to a study conducted by DailyPay, large-sized call centers experience an average turnover of 44%.

    Repetitive tasks and demotivation.
    Even the perfect call center employee will eventually tire of performing the same monotonous tasks on the daily. It’s unreasonable to expect your staff to remain engaged in their work if they lose their motivation – or worse, begin to hate their job.
    SOLUTION: Answering the same types of calls for hours and hours may cause call center employees to check out, which can negatively impact customer satisfaction scores. To keep employees interested and committed to their work, develop an employee engagement strategy:

    Recognize employee success by offering bonuses or rewards when milestones or goals are achieved.
    Share valuable data and statics with staff so everyone’s on the same page and has something to work toward.
    Provide employees with the opportunity to contribute to training, hiring or other call center work that isn’t directly tied to their day to day role.
    Create, distribute, and act upon employee satisfaction surveys to show your team that the company is invested in their overall happiness and success.

    When cons come into focus, always show your support.
    We can’t stress enough how important it is for call center managers to be hands-on when it comes to supporting agents through rough patches. Showing empathy toward an agent’s struggle and offering them support when they most need it is the best way to build employee trust and ensure your call center is functioning in a healthy and productive way.

    The best way for #management to combat the cons of working in a #callcenter is to identify what they are and what you can do to help agents work through them. #jobtips #callcenterlife #humanresources #contactcenterClick To Tweet
    The post Blog first appeared on Fonolo.

  • “They were all bored to tears waiting to hear something they knew”

    That’s the report from the band on the audience’s reaction to the first live performance of Stairway to Heaven.

    They bombed. The audience wanted hits, not something new.

    Every good idea starts as a new idea.

    And new ideas are never familiar.

  • 21 Best Referral Programs to Make Money

    Review the best online referral programs to make money, including GetResponse, Fiverr, Walmart, Tesla, Robinhood, Spanx, and more.

  • Affiliate Marketing 101: A Guide to Everything You Need to Know

    For a small to medium-size business, affiliate marketing is an easy way to earn some extra revenue while keeping inventory and labor costs to a minimum. It is a marketing strategy that allows you to offer more to your customer base while capitalizing on the efforts of a brand partnership. Interested in learning more? Here…
    The post Affiliate Marketing 101: A Guide to Everything You Need to Know appeared first on Benchmark Email.

  • What are the best new automation technologies?

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