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Author: Franz Malten Buemann

  • Salesforce Acquires LevelJump – Native Sales Enablement App

    Salesforce has just made its second acquisition of the year, with the purchase of LevelJump – this follows the acquisition of ServiceTrace a couple of months ago. LevelJump made the official announcement yesterday, having been acquired by Salesforce for an undisclosed sum. LevelJump is a… Read More

  • [FREE EVENT] The Key Drivers of DevOps Success

    We all know that Salesforce DevOps is the future of building on the platform. But why does it matter so much?  DevOps is essential for effectively harnessing the latest Salesforce innovation, and for maximising your business value and ROI. Without these practices, you’ll fall behind… Read More

  • The Complete Guide to Call Center Management

    Congratulations, call center manager! You’re stepping into a world full of exciting challenges, impressive individuals, and constant evolution. There’s never a dull moment in a call center with a myriad of opportunities for growth and success.
    Of course, all new positions come with learning curves. To help start you off on the right foot, we’ve put together a guide about all things call center management, so you know exactly how to succeed and can teach your agents how to do the same. Whether you’re a new manager or a seasoned pro brushing up on the fundamentals, this guide is for you.
    The Contact Center Guide to Managing Spikes in Call Volume
    Why strong call center management is important.
    According to research from the Harvard Business Review, 71% of managers surveyed said employee engagement is an important factor in the overall success of a company.
    In every industry, managers are the backbone of their workplace. They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Without proper management, call center agents could be left to handle overwhelming days on their own, lack incentive or structure to grow within their role, and become bored and burnt out fast, leading to high turnover and poor customer experiences.

    According to the Harvard #Business Review, 71% of managers surveyed said #employeeengagement is an important factor in the overall success of a company. So #callcenter managers, be sure to keep your agents engaged!Click To Tweet

    7 steps to success as a call center manager.
    Even though being a great manager sounds a bit overwhelming, there are a few things you can focus on from the get-go to ensure that your call center is as successful as possible.
    1. Start by hiring the right call center agents.
    When it comes to hiring call center agents, consider more than just their professional experience. Being an amazing agent takes a great deal of patience, empathy, and problem solving. Although you may not be able to tell if someone possesses these qualities strictly based on their CV, you can get a better idea if their personality is suited for the job by integrating a role-playing exercise into your interview process.
    Have a situation in mind and act as if you were the customer on a phone call with the candidate. Pay close attention to how the candidate handles the conversation. If they struggle to find the words to assist you or are unable to demonstrate empathy in their response, offer them feedback and try the exercise again. If they still aren’t able to resolve the problem in a way that satisfies the needs of your call center, it could indicate that the candidate won’t be a good fit.

    TIP:
    Develop an interview scorecard based on your company’s needs and use it to rate potential candidates after their interview. The higher the score, the more likely they are to be a great fit.

    2. Develop and implement a thorough training strategy.
    Call center agents are only as good as the training they receive. Ensure you’re prepared to welcome all new employees with a structured onboarding process. One single training strategy will ensure all of your agents are on the same page and will provide consistent service to all customers.
    5 Best Practices for Training Remote Call Center Agents
    3. Set goals for agents individually and as a team.
    Goal setting is an effective way to keep employees engaged, measure short-term and long-term success, and determine whether your management techniques are working. Remember the acronym S.M.A.R.T when it comes to setting goals (specific, measurable, attainable, relevant, time-bound). Some examples of individual agent goals might include:

    Answer X number of phone calls per day.
    Receive an average score of X on a customer satisfaction survey over 30 days.
    Finish X number of training webinars in Q1.

    Setting collective goals is also important as it helps motivate team members to work together collectively, fostering a sense of solidarity that can be especially tricky to develop remotely. Some examples of team goals might include:

    Reduce average hold times by X% in Q2.
    Respond to all social media customer complaints within X hours.
    Receive an average score of X as a team on a customer satisfaction survey over 30 days.

    4. Run reports and regularly review KPIs.
    An essential part of managing a successful call center is regularly analyzing several different KPIs and finding areas for improvement. Ensure you’re set up for success with software that puts all the information you need, right at your fingertips.
    When you start digging into your reports, be sure to check these specific KPIs:

    Average time in queue – the average duration customers wait on hold for assistance.

    Service level – the percentage of calls answered within a specified time frame.

    Average abandonment rate – the percentage of customers who hang up before interacting with an agent.

    Average time of work after calls – the amount of time agents spend working on related tasks after they’ve hung up with the customer.

    Average handle time – the amount of time agents spend on a call and working on related tasks after they’ve hung up with the customer.

    First call resolution –the percentage of calls that are resolved without the need for transfers, escalations or call-returns.

    Agent turnover rate – the percentage of agents who leave to work at another place of employment.

    Important KPIs for Measuring Customer Satisfaction
    5. Use call volume forecasting for effective scheduling.
    Scheduling an entire department of call center agents can be tricky to say the least. One way to ensure you always have enough coverage is to keep your eyes on daily call volumes and look for weekly trends. Note which times on which days are busiest and be sure to schedule your agents accordingly.
    6. Focus on preventing employee burnout.
    Effective scheduling is your first defense against agent burnout. Your second is employing technology that alleviates some stress from your agents. Voice call-backs are a great place to start. Basically, if a customer calls, they can choose whether they’d like to wait on the line or have an agent call them back.
    Offering the option for a customer call-back gives agents some breathing room and takes a bit of pressure off them to race through calls and clear the queue. It also encourages more authentic agent interactions, as they have the time to really focus on the customer’s needs.
    Encouraging employee engagement is also a large piece of the puzzle when it comes to preventing agent burnout and creating a healthy work environment. Here are a few employee engagement ideas:

    Set up competitions for agents based on daily numbers.
    Encourage gatherings like virtual coffee talks or lunchtime group walks.
    Provide snacks for in-person meetings or allow employees to expense a meal during a virtual event.
    Host a virtual “matchmaking” event where a group of employees get to chat one-on-one with many different people.
    Offer flexible work hours and scheduling to suit agents’ individual needs.

    7. Teach empathy by showing empathy.
    One of the most effective tools a call center agent can use to handle any type of customer call is empathy. The best way to teach empathy is to lead by example. Be sure to set up one-on-ones with your agents where you not only set goals and chat about performance, but also lend an ear and ask them if there’s anything they need to be happier at work. A happy agent is in turn a more patient agent and one who is able to deeply empathize with customers when they require support.

    #Managers, set up one-on-ones with your #callcenter agents and ask them what they need to be their happiest at work. A happy agent is in turn a more patient agent, one who is able to deeply connect with #customers.Click To Tweet

    How do you know if your management techniques are effective?
    Monitor agent performance, turnover rates, and overall satisfaction to determine whether your call center management techniques are effective. If your agents are accomplishing their goals and generally enjoy coming to work, that means your management skills are probably in pretty great shape.The post Blog first appeared on Fonolo.

  • The chance you’ve been waiting for

    It’s here, right now, today.

    The open-source project that needs a contributor.

    The community charity that needs a volunteer fundraiser.

    The co-worker who needs coaching on a new presentation.

    The startup idea that needs someone to go out on a limb and talk about it in public.

    The local elected board that needs to be covered now that newspapers don’t do that any more.

    The free-to-use courses online that teach everything from language to technology.

    The friend who would love to hear from you by phone.

    The Wikipedia article that needs editing.

    The codebase that needs bugs fixed.

    The story that needs to be told…

    Opportunity is another word for a problem to be solved. And opportunity is often there, but it rarely knocks.

  • Email Marketing Success: How to Create and Build Your Email List

    In the marketing industry, we talk a lot about reader engagement and quality content creation, but when it comes to email marketing the first step to reaching your audience — and one that should be continuously repeated — is building your list. After all, if nobody receives your emails, the quality of the content included…
    The post Email Marketing Success: How to Create and Build Your Email List appeared first on Benchmark Email.

  • The Top Business Podcasts You Need to Be Listening To

    Love learning about business and how some of today’s most successful entrepreneurs and companies are operating? Business podcasts serve as a great way to stay informed (and inspired) on the happenings.
    All you need is your smartphone and a pair of headphones to tune in to everything from one-on-one interviews with today’s top leaders to recaps of the day’s most pressing business news.
    So whether you’re a seasoned executive looking for something to listen to during your commute or just someone who’s always itching to learn something new, this list of the best business podcasts is for you. From Kai Ryssdals’ Marketplace to Tim Ferriss’ self-titled collection of wisdom, the following seven business podcasts will teach how to strategize, lead, and grow your business. 

    12 Best Business Podcasts
    1. iDigress Podcast

    Troy Sandidge, host of iDigress Podcast, has a track record of generating over $100M for various business ventures. He’ll use his experience to expertly guide you through the world of marketing, moving you away from confusion and towards the techniques and tools that will help you forge a path to business success. iDigress is a great fit for all marketers seeking across the board advice, from how to identify a business direction to finding clarity in your messaging. 
    Episodes are 30 minutes or less, making it a great snackable podcast for on-the-go listening. 

     
    2. Radical Candor

    Radical Candor is all about how to succeed at work without sacrificing your humanity and happiness. Amy Sandler hosts discussions about why it’s important to have honest communication when working (with yourself, management, and coworkers), and how honesty will help you build relationships that will lift you up and help you succeed. 
    Topics discussed on the podcast include how to have candid conversations at work, how managers and business leaders can create a culture of guidance and feedback, and how to stand up for yourself in the workplace. 

    3. Duct Tape Marketing Podcast

    Duct Tape Marketing Podcast features interviews with expert authors and thought leaders who share actionable business marketing tips and resources. As a listener, you’ll learn about various topics like how to maintain happiness at work and best-practices for retaining customers. Fast Company named this podcast “One of the Best Podcasts for Business-Savvy Listeners.”

     
    4. The Goal Digger Podcast

    Jenna Kutcher, host of The Goal Digger Podcast, is an experienced educator and digital marketer. Described as a live workshop, the show helps businesspeople learn first-hand about how to define their own personal success and chase after their dreams. 
    Topics covered include productivity hacks, creating business pitches, improving your website’s SEO, social media tips, and how to build the job of your dreams. Kutcher is often joined by notable guests and industry experts, like entrepreneur Lori Harder.

     
    5. CodePen Radio

    CodePen is an online tool for web developers to test HTML, CSS, and JavaScript code snippets. Hosted by CodePen employees, CodePen Radio contains personal stories about successes and failures they’ve come across when scaling their company. It’s great for professionals in the software industry, as you’ll gain valuable insight into everything involved in starting and maintaining a web software business. 

     
    6. Choose Inclusion

    Three hosts, Mike Hess, Nina Baliga, and UB Ciminieri, have authentic and honest conversations about the different ways diversity, equity, and inclusion impact businesses. It’s a great listen for all professionals as they discuss everything from developing a DEI program at your own business to being an active participant in workplace events. 

     
    7. The MarTech Podcast

    The MarTech Podcast, hosted by Benjamin Shapiro, shares the stories of marketers and the different ways they use technology to achieve growth and business success. Each episode features a different business leader and marketing professional, making it suitable for listeners in all industries. All guests provide insight into MarTech best practices through real-life experiences and recommend tools and tips for success. 

     
    8. Brown Ambition

    Brown Ambition Podcast features financial advice from two professional finance reporters, Mandi Woodruff-Santos and Tiffany Aliche. Listeners can leverage the host’s experience and learn how to make smart career choices that contribute to financial success personally and in business. 
    The hosts also tackle issues commonly faced by communities of color, acting as a resource for groups often left out of financial wellness conversations. They also have entire Q&A episodes dedicated to answering listener questions, helpful for those with a unique situation they want advice about. 

     
    9. Happiness At Work

    Happiness At Work is an interview-based podcast featuring authors, entrepreneurs, coaches, and leading industry experts that discuss, well, happiness at work. 
    It is great for business professionals looking to create a better work-life balance or those simply looking to maintain their happiness levels on the job. As a listener, you’ll learn actionable tips for creating a positive and uplifting workplace culture and the benefits it brings to the workplace. The best summary of the show comes from the creators themselves — “We believe that happiness at work should be the ‘norm’ and not the exception.”

     
    10. Inclusion Works

    Inclusion Works focuses on discussing the importance of creating a workplace culture that is inclusive to all communities. Hosts speak to seasoned DEI business professionals, like Jiquanda Nelson and Margot Slattery, who provide actionable advice on DEI strategies that work and help businesses thrive. 

     
    11. HBR IdeaCast

    HBR IdeaCast is a weekly podcast that features notable leaders in business and business management. Rotating hosts give listeners a different experience, and topics range from workplace innovation and productivity to creating a better work-life balance to managing employees. Running between 20 and 30 minutes, episodes are snackable and easy to consume on-the-go, or during work breaks where you’re looking to decompress. 

     
    12. TED Business

    TED Business is a great podcast for high-quality snackable business content. Host Modupe Akinola talks listeners through getting a promotion, setting realistic goals, and forming positive workplace relationships. You’ll leave with actionable tips for forging your path, as, at the end of every show, Akinola gives a mini-lesson on how to apply the tips discussed within the episode. 

    Ready to Listen?
    Select the show that best fits your needs, and start listening from wherever you are, whenever you want.

  • 38 Account-Based Marketing Stats to Know in 2021

    As marketers, we become experts in our target audiences. We know their typical demographic, what they like, the platforms they spend time on, and what they value in a product.
    But unlike sales reps — who talk to and learn from their biggest prospects each day — we don’t always know tiny, but crucial, details about the brands or people we most want to sell to. So, how do we bridge the gap to better help our sales teams sell to high-priority clients? The answer to this question could be account-based marketing (or ABM).
    While inbound marketing is vital for pulling general audiences and demographics to your site, service, or store, account-based marketing can help you to reel in prospects or qualified leads that are most likely to buy your product.
    To show you just how beneficial account-based marketing can be, while also informing you of the challenges it comes with, here are 38 stats you should know in 2021.

    37 Account-Based Marketing Stats to Know in 2021
    General ABM Stats

    In 2021, 70% of marketers report using ABM, up 15% from 2020.

    67% of brands leverage account-based marketing.
    “Researching Accounts” and “Identifying Target Contacts” are the top two tactics used by marketers within an ABM model.
    In 2019, the top five account-based tactics were sales development rep outreach, digital advertising, direct mail, marketing email, and events.
    Additionally, marketers strongly agree that personalized content (56%) and advanced data management (43%) are keys to ABM’s success.

    57% of professionals say their companies target 1,000 accounts or under with ABM.

    Image Source

    90% of companies say the top goal of their ABM efforts is new business generation.
    Most organizations intentionally only pursue 38% of their target accounts at one time.
    By 2019, 55% of marketers rated their ABM strategy as “established” compared to just 43% in 2018.

    Primary tactics companies are using around ABM include identifying target contacts, creating custom content, researching accounts, and measuring results.
    Companies dedicated 29% of their marketing budgets to ABM in 2019.
    It’s estimated that ABM budgets saw an average increase of 41% in 2019.
    The most common metric marketers use to track ABM is revenue won.

    Image Source

    Two other metrics marketers most commonly track to measure ABM efforts are the number of pipelines created and account engagement.
    In 2019, 7% of marketers reported a decrease in dedicated headcount for ABM teams, showing that this strategy is going mainstream and being implemented within regular processes.
    In 2019, 40% of the average marketing team was dedicated to ABM.
    43% of companies implementing an ABM strategy are in the early stages.
    57% of marketers say their organizations have implemented ABM for more than one year.

    Image Source
    Benefits and Challenges of ABM

    Marketing and sales teams that take an ABM approach together can be up to six percent more likely to exceed their revenue goals than teams less ABM-advanced.

    According to Rollworks, 87% of marketers say ABM outperforms other marketing activities.

    62% of marketers say they can measure a positive impact since adopting ABM.
    80% of marketers say ABM improves customer lifetime values, while 86% say it improves win rates.

    One in five accounts targeted through ABM becomes considered a qualified sales opportunity.
    Organizations with a strong Ideal Customer Profile (ICP) — which is similar to a buyer persona — achieve 68% higher account win rates.

    More than two-thirds (69%) of top-performing account-based organizations now have a dedicated account-based marketing leader.

    70% of companies that started account-based initiatives in the first six months of 2019 have dedicated ABM leaders.
    Companies with mature ABM strategies credit 79% of opportunities and 73% of total revenue to ABM efforts.
    42% of companies that missed their account-based objectives don’t have dedicated leadership.
    The most common challenge with ABM is delivering a personalized experience.
    The top three challenges of implementing ABM are delivering a personalized customer experience, knowing how to choose target accounts, and knowing what content to use.

    Image Source
    ABM Technology

    By 2021, over half of all sales phone calls will be analyzed by software.
    The conversational intelligence market was estimated to grow by 3x in 2019.
    Voice assistants will account for at least half of automated data entry by mid-2020.
    An estimated 55% of sales data entry was eliminated by automation by 2020.

    Smarketing Benefits and Challenges

    The most common measurement of success for content marketing programs is Total Sales.

    85% of marketers with an SLA think their marketing strategy is effective.
    Only 7% of salespeople said the leads they received from marketing were very high quality.
    Only 28% of salespeople said marketing was their best source of leads.

    Create an Effective ABM Strategy
    As a marketer, it’s important to know what makes ABM techniques successful and how they differ from other target audience marketing tactics.
    Additionally, you’ll want to learn about the companies you’re interested in marketing to, similar to how you learn about a target audience. For example, before creating an ABM campaign, you’ll want to learn about the pain points of companies in your industry, company missions, and what their top decision-makers value in a product or service.
    Once you discover valuable data about the accounts you’d like to market to and feel ready to create a campaign, check out our account strategy templates below.
    Editor’s note: This post was originally published in May 2020 and has been updated for comprehensiveness.

  • 8×8 Voice for Microsoft Teams Review: Gain Global Reach

    With around 250 million monthly active users as of July 2021, Microsoft Teams has quickly emerged as the go-to choice for today’s remote and hybrid working landscape. The Teams environment is packed with everything employees need to be their most productive, from the screen and file-sharing tools to solutions for video calling. However, most of the users accessing Microsoft Teams today feel it’s important to implement an additional solution for business voice. While Teams has its own voice offerings, they can be somewhat limited compared to dedicated solutions from leading UCaaS providers. Fortunately, that’s where 8×8 Voice for Microsoft Teams steps in. Created to offer contact centre and advanced telephony tools to Teams users, 8×8 Voice for Microsoft Teams can help to empower your teams and drive better customer experiences. Source: https://www.cxtoday.com/reviews/contact-centre-reviews/8×8-voice-for-microsoft-teams-review-pre-built-integrations/
    submitted by /u/vesuvitas [link] [comments]

  • Auto insurance check – Save money on your auto insurance. If you are ready to start saving money on your auto insurance, you are in the right place. For more detail look into our site.

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  • Capita signs customer service contract renewal with the RSPCA

    We are happy to share with you that our client Capita announced the customer service contract renewal with the RSPCA for a further eight years. What will this long-term partnership bring to both companies? Our team summarized the overall benefits of this strategic business move. Read all about it in the following paragraph. Prioritizing animal…
    The post Capita signs customer service contract renewal with the RSPCA appeared first on Customer Experience Magazine.