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Author: Franz Malten Buemann

  • Optimize Your Call Center Layout with These 5 Tips

    Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation.

    The physical environment in your call center can be just as impactful as the technology you use. Ensure your space works for you, your agents, and your customers. #CCTR #ContactCenterClick To Tweet

    If you’re looking to boost your performance metrics and optimize your processes, rearranging your contact center space is a good place to begin. But how do seating arrangements really factor into your contact center, and is it worth the time and initiative?
    Whether you’re starting a new call center operation from scratch or you’re planning for your team’s return to the office in the post-COVID world, this is one factor that you shouldn’t overlook.
    How to Foster Agent Engagement in a Hybrid Contact Center
    Why is a workplace layout important for call centers?
    The concept of assigned seating is not a new one, and the methods that businesses use to assign employee workstations can directly impact employee satisfaction.
    Coworker dynamics are restricting policies are among the leading causes of employee burnout. While it’s important to address the roots of these challenges, call centers can mitigate these factors so there are fewer opportunities for these issues to arise.
    The way your office is organized also impacts the ambience of your call center. It’s much easier for your agents to engage in meaningful customer conversation where there is minimal background noise. Consumers are always looking for a quality experience as well as outstanding support, so it will definitely be worth your trouble from a customer satisfaction standpoint.
    5 Tips to Prevent Call Center Agent Burnout Before it Begins
    5 tips for optimizing your call center workplace layout.
    1. Develop agent seating plans.
    Assigned seating may remind you of grade school, but this approach can really help support your agents so they can do their best work on the daily. Having a dedicated workstation give your employees a sense of ownership over their space, even if they technically share the workstation with other agents.
    2. Focus on your floor plan.
    While circle pods are great for engagement and a modern aesthetic, it’s not very effective for minimizing noise. The traditional cubicle arrangement, while dated, offers agents a quieter workspace while optimizing use of floorspace. Adding barriers between workstations is now an essential consideration for the post-COVID work world, and it can also help minimize noise and improve concentration.

    TIP:
    Voice Call Backs are quickly becoming an industry standard tool for its ability to reduce abandon rates, improve customer satisfaction, and manage spikes in call volume.

    3. Prioritize quiet zones.
    Keep meetings and training sessions in separate rooms, preferably with soundproofing. Consider how sound carries in your workplace, and the general office foot traffic so you can anticipate challenges and minimize the risk of interrupting customer calls. In that same vein, make sure that locker rooms or entryways are also separate to minimize the noise from agents coming and going.
    4. Optimize placement of management.
    Having your managers integrated throughout the office makes it easier to monitor and support your call center agents. Consider agent dynamics and pay attention to their interactions. Junior agents should not be placed too far from a senior agent in case they need a helping hand. This is also a great practice for hands-on training!
    5. Ensure your technology complements your strategy.
    Contact center hardware are software can make or break your success. According to a study by Ultimate Software, 92% of employees say that technology efficiency directly impacts their work satisfaction. Invest in flexible and scalable platforms and cloud-based solutions so your agents can worry less about troubleshooting and focus more on your customers.
    Measuring your success.
    You’ll know that the seating arrangement portion of your call center optimization is working when you see a number of positive metrics that prove you’re running a successful call center.

    TIP:
    There are a lot of factors that can impact your contact center KPIs. Don’t roll out multiple tactics at once. Rather, test your strategies individually over a few weeks to isolate the factors and their impact on your operations.

    Adherence.
    A quiet and peaceful contact center will boost your adherence numbers as your agents won’t be setting themselves to “busy” so they can chat with their neighbor, or because they are distracted by activities around them.
    Customer satisfaction (CSAT).
    When there is no annoying background noise, your agents and customers can have unhindered conversations as your agent can focus fully on the customer’s issue, providing a better overall customer experience.
    8 Tips for the Ideal Call Center EnvironmentThe post Blog first appeared on Fonolo.

  • Swap the line

    Here’s a business idea for you, feel free to build it if you’re interested.

    Don’t waste a waiting list

    The waiting list has value, and it’s also a source of frustration.

    There are people waiting for delivery of a new car, or to stay in a popular airbnb or to buy a limited edition jigsaw puzzle. There are people waiting for an appointment or a reservation or a handmade luxury good as well. Or let’s say two companies are waiting for a shipment of computer chips. One has a few left in stock, the other needs them to finish a high-value product that serves people in life-threatening situations…

    On one hand, it feels fair. The people ahead of us in line got there before we did. On the other hand, perhaps someone behind us needs or wants our slot way more than we do…

    Swap the Line is a simple smart-contract-based system that makes it easy to trade your spot in line. Pay money to someone who wants the cash and you can swap with them. Sell your spot for more than you think it’s worth. Stay put if you want to.

    This addresses problems with our current scarcity due to the supply chain along with the trade-anything mindset of crypto.

    Here’s how it works:

    An organization with a waiting list enables swaptheline.com

    They onboard with two simple steps:

    Uploading their waitlist (status and identifier) to the cloud.
    Alerting the folks on the waitlist that swaptheline is supported.

    If you’re ready to swap yourself to a different spot on the list, simply enter how much you’re willing to pay to go how far on the list. Or enter how much you’re willing to take to swap with someone behind you.

    Perhaps there’s a list of bids and you can grab one, or perhaps it’s done automatically.

    Either way, the system simply updates the waitlist in the cloud and transfers the money.

    Some percentage of the transaction goes to the host, and some percentage goes to swaptheline for running the smart contracts and user interface that makes it work.

    There’s a popular jigsaw puzzle company that has a six-month waiting list for a chance to buy one of their $200 jigsaw puzzles. If they kept 15% of the swaptheline percentage, it’s easy to see how they could double their profit at the same time that they served their customers better–because no one buys or sells a spot on the line unless they want to.

    Or consider the 50,000 people now eagerly awaiting news about their new Rivian pickup truck. The truck costs $70,000. The deposit to get on the line was $1,000. A person could swap their spot at #100 to someone who is #18,000 and probably make enough to pay for half the car. And if even 10% of the line did a swap at an average price of $6,000, Rivian would earn $5,000,000 in profit simply by giving their customers what they want. The rigidity of the line is a sort of tax that ignores the market.

    Or perhaps it’s something more civic-minded. The organization could allocate their percentage, perhaps they set it at 50%, for a local charity. It could easily replace a fundraising gala or two…

    This is one of hundreds of examples of the impossible things an always-on network can do, things that feel odd at first and then obvious.

    Have fun.

  • 4 steps to better manage your customer data

    Poor data quality can have a negative impact on your business. It can make reporting time-consuming and inaccurate, skew decision making, and make the integration of new business systems and software more challenging, to name just a few unwanted side effects. However, poor quality data can also have a damaging impact on your customer relationships…
    The post 4 steps to better manage your customer data appeared first on Customer Experience Magazine.

  • Market fit for a new social media automation tool

    Do you think a new social media automation saas can have it’s place in the realm of other similar tools ? I feel like the more there are tools for some kind of need, the smaller becomes the space for new creative ways to tackle that need. Since there are a lot of such tools, i’m asking myself what could be the differentiator that would let someone pick my solution instead of other ones ? Is it the price ? Is it the user experience ? Are there other factors to consider ?
    submitted by /u/Intrepid-Job-8898 [link] [comments]

  • Webinar: How to integrate Zoom and Salesforce

    Are you using Zoom and Salesforce but struggling getting your Zoom data into Salesforce?Join our webinar October 28th to learn how you can best integrate the two platforms. Webinar hosted by Predictive Response.
    submitted by /u/PredictiveMarketing [link] [comments]

  • 10 of the Best Ad Management Tools for 2021

    Time is one of the most valuable resources we have — that’s why efficiency is something so many people strive for. The good news is that there are a plethora of marketing tools available today with the power to help you boost productivity and streamline monotonous processes or tasks — ad management tools are among the many options. 
    In this blog post, we’ll talk about what ad management is, outline high-quality ad management software, and explain why they’re beneficial for all businesses.

    What is advertising management?
    Advertising management is overseeing different marketing activities and responsible individuals to ensure that campaigns are running effectively and target marketings are being reached. 
    Depending on your business needs, advertising management can focus on various metrics that contribute to campaign success, like ROI or conversions or media placements that make sense for where your target audiences are. 
    As there is often a lot to keep track of, many teams choose to use advertising management tools, which we’ll cover below.
    Advertising Management Software
    What are ad management tools?
    Ad (advertising) management software and tools have the power to streamline and automate different aspects of advertising, including ad and campaign planning, collaboration, execution, sharing, monitoring, and analysis.
    Why use ad management tools?
    Ad management tools have many benefits. Here are some examples:

    Save advertisers and marketers valuable time.
    Improve productivity and efficiency.
    Make collaboration simple.
    Run cross-channel campaigns with ease.
    Optimize your campaign structure.
    Create insightful and customized reports with powerful analytics and reporting tools.
    Visualize your data in a way that makes sense for your business and goals.
    Increase the chances of successful ads and campaigns among your target audience.

    Now, let’s review seven powerful ad management tools, meant for different types of ads, goals, and teams.
    10 Best Ad Management Tools
    1. HubSpot Ad Management Software

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    HubSpot’s Ad Management & Tracking software helps you with your inbound marketing strategy and campaigns. You can run all of your campaigns out of this tool from start to finish — meaning, the HubSpot supports ad creation, management, and reporting across different networks.
    Other unique and notable features you get from HubSpot’s Ad Tracking Software are:

    Automate ad targeting using Lists that will sync your leads and audience for targeting opportunities.
    Manage ad campaigns on Facebook, Instagram, LinkedIn, and Google.
    Report on ROI and leads from the platforms you share your ads on (e.g., LinkedIn, Google).
    Understand audience behavior by identifying which contacts took action and engaged with your ads.
    Align ads with your other marketing efforts — this is simple because HubSpot Ads live with Marketing Hub.
    Use data from your HubSpot CRM to inform your campaigns and help you determine which ads are most likely to convert contacts into paying customers.

    Price of HubSpot Ad Tracking Software
    Free, or you can start with/ upgrade to a paid plan depending on your needs and goals.
    2. AdRoll

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    AdRoll is a platform for ecommerce businesses that focuses on ads, email marketing, AI-based product recommendations, and cross-channel measurement. The platform acts as a home base for all of your business’s marketing and advertising activity. Here are some of AdRoll’s other notable capabilities:

    Personalize dynamic ads using AI-powered product recommendations to target your audience members.
    Share targeted videos and display ads to foster emotional connections with your audience.
    Create relevant product offers, dynamic ads, emails, and other forms of outreach using data you’ve collected about your customers along with AdRoll’s 1.2 billion shopper profiles.
    Use advanced measurement and attribution to identify growth opportunities and determine customer lifetime value (CLV).
    Target your audience with paid digital media and account-based ad campaigns by integrating AdRoll with your CRM.

    Price of AdRoll
    Plans range from $0-$19 depending on your needs.
    3. RollWorks

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    RollWorks is an account-based platform meant to help you identify target accounts, engage them via ads and various channels, and measure your impact and success in doing so. The tool can identify target accounts, prioritize target accounts, automate various sales tasks, and account-based advertising. Here are some more things you can do with RollWorks:

    Reach and engage highly-qualified accounts with ads, lead-gen tactics, and targeted account-based marketing (ABM) programs.
    Use account-based ads to identify your target audience and encourage those people to visit your website.
    Create retargeting ads to bring leads back to your site.
    Integrate RollWorks with your HubSpot CRM to reach contacts that matter most to your business and view RollWorks data within the CRM.
    Use dynamic messages to personalize your ads and make them relevant.
    Automate your sales emails and follow-ups to save time and increase chances of engagement.
    Easily track the success of your campaigns, account-based programs, sales automation sequences.

    Price of RollWorks
    The Starter plan costs $975 per month, and you can upgrade from there.
    4. Influ2

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    Influ2 is a person-based ad platform meant specifically for B2B. With the tool, show your ads to specific people and then measure the success of the ads among those targeted. Here are some other things you can do with Influ2: 

    Select individuals to see your ads so they’re highly-relevant and targeted.
    Improve brand awareness and recognition by only displaying curated ads and information to hand-selected audience members.

    Connect Influ2 with your HubSpot CRM to sync contacts and targeting efforts with Sales and Marketing.
    Use the Name-by-Name Tracker feature to see the names, emails, titles, companies, LinkedIn profiles of the people who interact with your ads.
    Determine the best time to reach out to a prospect by tracking their engagement via views and clicks.
    Keep your current customers engaged with person-based ads by offering relevant and informative content when they need it.

    Price of Influ2
    Contact Influ2 for demo and quote.
    5. Adstream

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    Adstream is an all-in-one digital asset management and ad delivery solution for broadcasters, publishers, and online services. It’s a Connectivity Suite, meaning it integrates and connects all aspects of your marketing including digital asset management and delivery, traffic management, media automation, and analytics. Here are some more notable capabilities:

    Use a single workflow across marketing teams for total transparency and easy collaboration while organizing, creating, and sharing digital content.
    Distribute your digital content among Adstream’s 79,000 global media destinations that the platform can connect you to.
    Auto-adjust your content so it suits the different areas it’s being shared in around the world.
    Add your incoming ads to the Traffic Management Inbox — here, you can easily review those ads as well as make edits, approve, and send them to another individual or team (e.g. Production).
    Automate different workflows, or aspects of your workflows, to increase efficiency such as processes related to clearance or usage rights.
    Measure the success of your digital campaigns and processes behind them with analytics, real-time reports, and tracking.

    Price of Adstream
    Contact Adstream for a quote.
    6. 6Sense

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    6Sense is an account-engagement platform with account-based advertising capabilities. The platform uses AI, big data, and machine learning to help you understand and identify your target audience’s buying behavior, prioritize sales and marketing accounts, and create and share personalized and engaging campaigns/ content. Let’s look at some more features:

    Engage your target audience members at scale with highly relevant, unique, cross-channel messages.
    Use account data to create targeted display ads that help you reach key players at target accounts.
    Align Sales and Marketing as a single revenue team on the platform to accurately measure your account-based success.
    Segment data about your target accounts for insight into the success of your campaigns among those specific accounts.
    Use AI to help you predict prospect and account behavior throughout the buyer’s journey so you know when to target them with your ads, campaigns, and personalized messaging.
    Refer to the platform’s Intent Data to discover which accounts are in the market for a product or service like yours with buying signals on first and third-party websites.

    Price of 6Sense
    Contact 6Sense for pricing information.
    7. Celtra

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    Celtra is a cloud-based software that automates creative production. With the platform, all aspects of collaboration will be streamlined and more efficient thanks to its cloud-based nature — team members can design, approve, and share digital assets among markets, campaigns, and more. Here are some more features to be aware of:

    Use the Ad Builder’s templates to design unique and branded ads without any code — these ads can include ecommerce features as well as video and animation.
    Get real-time reports that include over 100 metrics and dimensions to better understand the success of your creative work, campaigns, and ads.
    Build user-friendly ad products to help you engage prospects.
    Customize your ad products to suit your business with features like shoppable video, product galleries, and text and graphic overlays.
    Gain access to Celtra’s support team and hundreds of on-demand videos and tutorials to help you achieve your goals on the platform.

    Price of Celtra
    Contact Celtra for pricing information.
    8. Smartly.io

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    Smartly.io is an ad management software for social media advertising. Its automated tool will help you build effective advertisements and experiences for your audiences on the social channels that matter most to your business. Algorithms also help you optimize your creative assets based on audience data, and you can bulk-update your ads in real-time. Some additional features to know:

    Algorithms browse through your product catalog and data sources to create custom creative templates with copy variations based on target audience data. 
    Custom KPIs and attribution windows for tracking performance and obtaining actionable insights that help you make effective decisions backed by data. 
    Modular creative testing to ensure that you use the right kinds of ads in the right channels.

    Price of Smartly.io
    Smartly.io offers a self-service plan or a fully-managed plan; both charge a percentage fee of media spend. Contact Smartly.io for specific information. 
    9. Marin Software

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    Marin Software is an all-in-one platform for advertisers to manage search, social, and ecommerce ad spend. Its automated tools help you identify growth opportunities for search ads across major search engines, align your social channels to drive growth, and integrate your product feeds to optimize shopping campaigns. Let’s look at some more features:

    Measure, analyze, and optimize all ad spend with first and third-party data to help you maximize ROI with informed targeting. 
    Automated process for position-based bidding in search engines. 
    Multi-channel advertising insights in one unified dashboard. 
    The option to use managed services where in-house experts partner with you to drive results. 

    Price of Marin Software
    Contact Marin Software for pricing.
    10. StackAdapt

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    StackAdapt is a self-service advertising platform that digs deep into your business data to get unique insights that help you develop and deliver high-impact campaigns to your target audiences. It’s best for creative ad management, as its high-quality creative studio helps you match the most effective creative assets with campaign KPIs on a platform-by-platform basis. Here are some more things you can do with StackAdapt:

    Multi-channel targeting for native, display, video, and audio ads
    Access to a large ecosystem of media partners and publishers to advertise on.
    Preview all ads on desktop or mobile, across 500+ publishers, and 23 different verticals to optimize them before sharing with your audiences. 
    Machine learning and AI automate performance decisions, so your campaigns are most effective. 
    Customizable reporting stack to help you obtain the most critical metrics. 

    Price of StackAdapt
    Contact StackAdapt for pricing.
    Grow Better With Ad Management Tools
    Your marketing team is bound to grow better with an effective ad management tool — don’t be afraid to experiment with various options to find the one that meets your needs and goals.

  • 9 Push Notification Marketing Strategies

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

  • Vertrieb Beratung von CustomersX

    Die Vertrieb Beratung von CustomersX kann hier helfen, Verbesserungspotentiale zu bestimmen und dadurch die Effizienz und Effektivität im Vertrieb deutlich zu erhöhen. https://customersx.wordpress.com/2021/10/05/die-4-schritte-zur-verbesserung-des-vertriebssystem-customersx%ef%bf%bc/
    submitted by /u/CustomersX [link] [comments]

  • What do contact centre agents have to say about their wellbeing in 2021?

    In line with the celebration of the Customer Service Week in 2021, the CXM team received much information about the current status and trends in the world of CX. We decided to share with you some of the most intriguing data from the new Calabrio report that revealed the reasons behind the high contact centre…
    The post What do contact centre agents have to say about their wellbeing in 2021? appeared first on Customer Experience Magazine.

  • Salesforce Winter ’22 Highlights for Developers

    The Salesforce Winter ‘22 release is full of magic and goodies – especially for Salesforce Developers – with long-awaited functionality finally becoming available.  I’ve taken a peek into Santa’s sleigh – also known as the release notes – to dig up the best gems we… Read More