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Author: Franz Malten Buemann
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Press Release Distribution: Top 10 Services + 4 Mistakes to Avoid
To thrive as a small business, you need press coverage. But, unfortunately, coverage doesn’t just come naturally – you need to work for it.
Enter: the press release.Press releases are important for increasing your brand awareness and helping your public relations (PR). But if nobody sees your release, you won’t get very far. You need to distribute it effectively to get your story picked up by local and/or national newspapers, magazines, or blogs.
In this guide to press release distribution, we’ll cover the following to help you put together a plan of action that results in coverage:What is press release distribution?
Why is press release distribution important?
How to distribute your press release
Distribution mistakes to avoid
Should you use distribution services?Keep reading to learn how you can properly create, pitch, and distribute a press release for optimal brand awareness.
What is press release distribution?
Before we dive any deeper, let’s iron out exactly what press release distribution is.
It’s the process of circulating or seeding out your press release to journalists, publishers, and members of the press.
Your press release normally provides updates on your company’s products and/or services, projects, partnerships, organization structure, and more. With distribution, you allow various publications to share your press release and thus, reach a wider audience.
Why should you submit a press release?
The purpose of distributing a press release is to land coverage in media publications, such as newspapers, radio, TV news bulletins, podcasts, and blogs. That way, you’re positioning your brand in front of a wider audience.
If you only post your press release on your website, most consumers won’t know about it – which defeats the entire purpose behind writing your press release.
Gaining press coverage helps to get your business or brand name into the public forum. That helps build brand awareness – especially when 71% of journalists consider press releases to be their favorite type of content to receive from brands.
Distributing a press release also has these benefits:
1. Press releases can boost your SEO.
Over three billion Google searches are made every day.
Implementing SEO tactics into your overall marketing strategy will help you rank high for your target audience’s search queries. This means that you’re that much closer to reaching potential customers as they search online for information related to your company, industry, product, or service.
Gaining backlinks to your site from high-authority websites is a huge ranking factor for SEO, as explained in a 2021 study by Backlinko:Image Source
Distributing press releases can help you land coverage on huge publications. Additionally, there’s a chance those websites will link to yours, which can help to boost your search engine visibility.
But what happens if you land awesome coverage without a backlink?
Don’t panic – In the past, Both Google and Bing have suggested that positive brand mentions can play a role in how they rank your site, meaning positive PR coverage can aid your SEO efforts even without a link.
2. A press release can drive local foot traffic to your store.
If your business is a brick-and-mortar shop, press release distributions can help to get people through the door.
Whether you’re running an event or simply launching an eye-catching sale, measuring foot traffic into your store after distributing a press release is a simple way to gauge how successful your release has been.
3. A press release can generate more sales.
If you’re launching a new product or an exclusive line, a targeted press release can have a significant impact on your bottom line. Why? Because it helps drum up interest if it’s innovative and sets you apart from competitors.
Busy shopping days can be a great way to get your products in front of potential customers.
For instance, if you’re offering discounts on Black Friday or Cyber Monday, why not reach out to retail journalists to highlight your offers?Should you use press release distribution services?
Distributing a press release sounds time-consuming, doesn’t it? If only there was a way to get yours seeded out quickly, at scale.
Fortunately, there is.
If you’re on a tight schedule and don’t have time to manually reach out to local or national publishers, a press release distribution service is the perfect solution.
These services allow you to send out your release to relevant journalists without doing any of the manual work yourself.
While it does cost to use these services, they can save you hours of work. By letting the experts distribute your news story, you can spend time focusing on other tasks.
So, if you fancy taking distribution off your plate, check out these 10 services.
1. NewswireNewswire is one of the top distribution service providers available in the market. When using the top-rate company, your press release can reach major news outlets, such as NBC, MarketWatch, and NBC.
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Newswire also offers multitarget layering for you to reach your desired audience at the local, state, and regional levels.
Furthermore, the service provider follows a strict editorial process to ensure your press release is error-free when it reaches consumers.
Pricing: Starts at $199 per release and goes up to five figures based on the number of press releases you want and the industries you’re targeting.
2. eReleasesWith a media database of over 1.7 million contacts, eRelease is a distribution service you should consider.
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The brand has nurtured relationships with publishers, including influencers and reporters, for over 20 years and promises to include curated emails that will increase engagement.
In addition, eReleases optimizes your press release using white hat SEO practices to increase its chances of ranking on search engines. Furthermore, you can expert a detailed report after distribution with metrics on engagement, audience, and traffic.
Pricing: Starts at $299 and goes up to $599, excluding certain add-ons.
3. EIN PresswireEIN Presswire is a leading distribution service with affordable pricing.
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With one of the quickest reviewal processes, EIN Presswire only takes about an hour to approve your release during the normal weekday hours. Once your release is distributed, you will gain access to a dashboard that will start populating after two hours.
In addition, EIN Presswire is a high authority website through which you can earn backlinks and reap the benefits on search engines.
Pricing: Starts at $49.95 per release and goes up to $999 for bundles.
4. PR DistributionPR Distribution provides distribution services in both the U.S. and the U.K.
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Their starter press release package offers a guarantee of 25 placements, ensuring your story will be seen by your target audience.
Every other package offers an unlimited word count, a multi-tiered editing process, and access to ABC, NBC, and other news outlets.
Pricing: Starts at $99 and reaches up to $1,300 for bundle packages.
5. PR NewswireWhether you’re looking for print or online distribution, PR Newswire is a great option.
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PR Newswire helps connect you to leading publishers in a wide range of industries.
If you’re looking for accurate data on your release’s performance, this provider’s got you covered. You can monitor and measure the impact of your story, and gain insights for future releases.
Furthermore, PR Newswire has a network of over 4,000 websites and 20,000 email subscribers. With a host of distribution channels, it’s up to you to decide which one will work best for your brand.
Pricing: Not published on their website.
6. 24-7 Press ReleaseUsing a cloud-based platform, 24-7 Press Release distributes your news to traditional and digital outlets.
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24-7 Press Release follows a strict reviewal process to ensure your press release is ready to be distributed and follows their guidelines.
With a two-day turnaround time, their starter pack allows you to include up to five industry categories, four images, or documents and be sent to over 50 premium news sites.
The more advanced packages come with next-day turnaround, which is helpful if you have a tight deadline.
In addition, you’ll receive a report that tells you if and where your story was picked up.
Pricing: Starts at $19 per release and goes up to $389 depending on the distribution package you select.
7. PR WebPR Web is a tool owned by Cision, a PR and earned media software company.
Their press release distribution service allows you to upload your press release (along with rich media like images and videos), then distribute the story to journalists and publications in your selected categories.Image Source
PR Web also provides you with a comprehensive analytics dashboard, so you can monitor the impact of your campaign and calculate important metrics, such as ROI.
Pricing: $99 to $389 depending on the distribution package you select.
8. Response Source Press Release WireResponse Source is a UK-based distribution service connecting brands with top UK publishers and journalists. With over 20 years of experience, the company has built a thriving network of journalists and publications, so you can benefit from having your news distributed by email to useful contacts.
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In a few simple steps, you can upload your release, set the date for publication, attach your media, select the categories, and choose your distribution channels.
You’ll also get your own “newsroom,” along with access to analytics, such as the number of views your press release received and email open rates.
Pricing: Starts at £85 per press release for ad hoc users and goes up to £1050 for bundles.
9. PresswirePresswire has a live global database, allowing you to send your press release directly to the journalists who are most likely to pick up your story.
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One standout feature from Presswire is the ability to translate your press release into any language and leverage geo-targeting to deliver it to the appropriate regions.
This distribution service also offers an advanced analytics platform, providing insight on:Who opened your press release.
Whether your release was forwarded.
How many times it was read.
How long people spent reading it.These insights can help you refine your approach for future press releases.
Pricing: Starts at £150 and goes up based on the distribution package and add-on services you select.
10. PR FirePR Fire syndicates your release to newswires and journalists in the US and UK in your chosen industry categories – all within four business hours after receiving your content.
The press release is also published on the platform’s social media pages and site.
Additionally, two weeks after your press release is distributed, you receive a report detailing its performance.
PR Fire also offers a copy-editing service, in which a professional edits or rewrites your press release.Image Source
PR Fire has landed its customers press coverage in a range of top-tier publications, including BuzzFeed, Metro, The Huffington Post, and The Times, so it’s worth checking out.
Pricing: £50 to £150 per press release depending on the distribution package you select.
You know how important PR is, and you’ve crafted a succinct, yet powerful, story. All that’s left to do is share it with the world.
But journalists have to write up to seven stories per day. So how do you ensure your press release is one of those stories? And just as importantly, how can you make your distribution email stand out in a crowded inbox?
Follow this five-step guide to learn how.
1. Find journalists who might be interested in your press release.
When have news to share, I’ll bet you’re tempted to tell as many people as possible. You want everyone to hear about it, right?
However, that’s not always the best strategy.
After crafting a great press release, you can identify journalists who may be interesting in creating a larger story surrounding your news.
You can do that by searching for journalists and publishers who’ve already written about your topic or industry.
For instance, let’s say you run a car parts business. You’ve conducted some research around potholes, gathered some interesting data, and turned it into a killer press release. But mailing every journalist under the sun is probably going to be a waste of time.
Instead, it’s worth seeking out publishers who cover the automotive industry and journalists who’ve covered similar topics before.
To do this, fire up Google, type in your topic (potholes), and navigate to the News tab:As you can see, there are plenty of recent articles on this topic, meaning journalists are more than likely interested enough to cover it.
Next, read some of the articles on Google News and make a note of the journalists’ names.
A simple spreadsheet with the journalist’s name and the publication they write for is a good way to keep a log of your distribution plan:If you have the budget, you can also use a media database, such as Cision or Muckrack to find relevant journalists and reporters.
This method is much more likely to get you responses because you’re only pitching the release to journalists who’ve demonstrated an interest in your topic.
2. Get the journalists’ contact details.
Next, it’s time to find some contact information for the people on your press release distribution list.
This could be as simple as clicking on an author’s bio on their publication’s site.… and making a note of their email address:
But, just like anything else in the world of PR, it’s not always that easy.
You’ll often have to do a little digging to find the contact details – starting with a simple Google search such as “[Journalist’s name] email]”.
If that doesn’t do the trick, you could also use a media database like Muckrack:Don’t have the budget for paid databases? Harness the power of social media.
LinkedIn is an excellent place to discover contact information for professional contacts (AKA, your journalists). Simply search for “journalist” and filter the results by selecting your target publication as “company,” then plug their name into Hunter to find their email address:Twitter can also be a quick and easy way to get in touch with your target journalists, too.
3. Craft a killer pitch.
Email is the most effective way to send your press release quickly.
However, there’s another obstacle you’ll need to overcome here: Journalists can receive up to hundreds of pitches a day.
So here’s what you should do to stand out: First, keep it brief.
Don’t waste the journalist’s time with a long-winded, self-absorbed introduction to yourself or your business. They probably don’t care.
Instead, get straight into the purpose of your email: The story, and why they should cover it in their publication.
Journalists are time-poor, so they’ll appreciate a nice, succinct message that sells your story in a few words – like this:Image Source
As you can see in the example above, the entire story is sold in the first sentence, with a direct question asking if the journalist is interested – rather than just assuming so.
Follow this up with a couple more sentences to give the journalist some additional context, before adding a line spacer and pasting your full press release.
Note: Avoid adding your press releases as attachments. Journalists don’t like opening attachments in fear of viruses or malware, so eliminate that problem by pasting the body of your press release below your pitch.
Second, you must personalize your pitch.
Show some interest in the journalist’s previous work by indicating that you know they’re a good fit based on the topics they cover.
Try to build a relationship with the journalists first, rather than hitting them with a release and expecting instant coverage.
Sometimes, it’s worth playing the long game by getting to know your desired publisher ahead of your pitch. Engage with them on LinkedIn, respond to their tweets, and generally work yourself into their notifications – and their radar.
3. Make your subject line irresistible.
What’s the first thing you look at before you open an email? The subject line, right? In many cases, it plays a big role in the email open rate.
So, how can you make sure yours gets opened? Try these tips:Keep it short and sweet: Ideally, 10 or fewer words.
Ensure it’s unique: A powerful subject line should be disruptive, innovative, or offer a human-interest angle.
Be specific: Your subject line should be descriptive enough to let the reader know what to expect when they open the email.
Provide exclusivity: If you’ve got some unique data or research, mention that. Exclusivity can help you grab a journalist’s attention.
… And one thing to avoid? Clickbait. It’s that simple.
4. Send your press release pitch (at the right time).
Press release? Check. Pitch email? Check. Contact details? Check.
… But that doesn’t mean you’re ready to distribute your press release.
You’ll need to think about the day (and time) you hit the “send” button because certain days and times have better success rates than others.
For instance, some journalists may prefer to sift through pitches in the morning. While others may prefer mid-day or late afternoon.
It’s often a trial-and-error process that you should keep note of.
Additionally, it’s important to consider the day of the week. While modern-day businesses are often active seven days a week, there’s still a traditional lull in pick-up rates when it comes to press release distribution.
So, consider the day you send your release — it might land more coverage if you pitch it midweek, as opposed to sending it first thing on Monday morning.
5. Follow-up on your release.
An age-old question: Should you follow up on your pitch if it doesn’t get traction?
It depends on who you’re asking, but generally, the consensus seems evenly split. Some people believe following up to be a big no-no, while others indicate that it can be fruitful.
If you have a release you’re particularly proud of, it won’t hurt to follow up if you’re struggling to land coverage – provided you’re tactful.
Don’t spam the journalist’s inbox with the same press release and the same pitch. That can get annoying, and ruin your chances of getting your story picked up.
Instead, try tweaking the angle of your pitch to something that highlights why they should care about this story.
How to Submit Local Press Releases
Local press releases are great for small, brick-and-mortar businesses who want to reach consumers who are in their area.
That’s why it’s beneficial to send out your press release to local newspapers, publishers, and journalists.
Many of the guidelines outlined above still apply. What’s different here is that you can take a more personal approach to your pitches as well as distribution channels. For instance, you can target local radio and TV stations that may be interested in mentioning your story.
Press Release Distribution Mistakes
All set to send your next press release? Hang on a second.
Here are some common mistakes people make, and how you can avoid them when you distribute your press release.
1. Your press release is too long.
Your story needs to be short and succinct.
The easiest way to get your press release read is to cut the fluff. Remove any sentences that won’t add value to the reader.
Your press release needs four main sections:Paragraph to introduce the news.
About two to three paragraphs to dive into the “what” and “why” of the news.
About and contact information.Remember: Every sentence counts.
2. You’re targeting the wrong people or publications.
If you work for a small business looking to get some coverage, you’re going to get the most success from contacting local publications.
A local business story is rarely important enough to make national news.
You should also double-check that your target journalists are a good fit. Many tend to specialize in one or two interests – emailing a sports reporter about a press release related to health isn’t likely to result in coverage.
3. Your story isn’t newsworthy enough.
Before hitting send and distributing your release, take a moment and ask yourself: “Is this story actually newsworthy?”
If your release is too self-promotional, it may not interest your target audience.
Ensure it’s got a relevant angle and includes information and/or data pertinent to the story.
Accompanying quotes are also great, as they bring the story to life, rather than over-selling your own company. For instance, say you’re partnering with another brand, consider including a quote from the other brand’s CEO, which explains their interest in wanting to partner with you.
4. You didn’t include your contact info.
Imagine crafting that story, pitching it, and finding an interested reporter who wants to contact you for a larger story. But the journalist hits a dead end and is unable to contact you.
Unfortunately, if you don’t include your contact information in the press release, you risk losing out on the chance for increased exposure.
You need to make it easy for journalists to contact you by leaving a phone number and email address in your press release distribution email.
Remember to Keep the Relationship Alive
When you need to create a press release, follow the distribution steps in this guide to boost your chances of landing coverage.
Keep tweaking and refining your approach until you see success. Your first piece of coverage could well be the domino that starts the run. A story picked up by one news outlet can soon snowball from publication to publication.
Plus, if your story does get picked up, don’t forget to thank the journalist. It can facilitate a relationship that you can then nurture and facilitate easier coverage down the line.
Ultimately, you can never have too much good press!
Editor’s note: This post was originally published in November 2019 and has been updated for comprehensiveness. -
BIMI: What Is It and What Does It Mean for You?
This is our third piece in a series on email deliverability and the features that affect it. To catch up, check out our first and second pieces.
The world of email marketing is always changing. Email services are always looking for ways to better their user experience, or add an extra layer of security. And email marketers always need to be ready to adapt.
When Google announced that they will support BIMI, a new feature coming onto the market that offers both enhanced user experience and added security, marketers began asking — Is this the next big thing?
The answer? Maybe!
As with any new feature in the email marketing landscape, it’s time to investigate. Let’s take a look at what, exactly, BIMI is, how it works, and how you can implement it in your email marketing strategy.
What is BIMI?
BIMI stands for Brand Indicators for Message Identification. In short, BIMI shows your company’s logo next to the marketing emails you send while they’re in your subscribers’ inboxes, like the photo below.BIMI serves a couple of unique purposes. First, it brings brand recognition to the sender’s emails by placing the logo next to them. This creates a strong visual association.
Second, BIMI works like a security feature. With your logo displaying next to your message, this validates to your subscribers that this message is, indeed, from you, not an imposter.
In a time when it’s harder to stand out in an inbox than ever before, and in a day when phishing emails are on the rise, you can see why this would be a very appealing feature to email marketers. You get brand recognition in the inbox, more protection over your brand reputation, and better control over your subscribers’ experience.
Win, win, win — right?
How do you implement BIMI?
This is where that maybe comes in.
While the technical elements used to pull the logo is the same across mailbox providers, the requirements for BIMI vary between them.
Verizon Media Group (Yahoo, AOL, etc.) currently requires the following:Logo validation
DMARC-level authentication on the domain’s DNSA healthy sender reputation
Google requires the same for Gmail, along with a few more things like a logo copyright and a VMC (Verified Mark Certificate). This makes BIMI implementation at Google more than just a technical adjustment, as getting those elements in place can be a long process.
To get BIMI to work for Gmail, you’ll have to go through the following requirements:Set up DKIM authentication with your domain for your mail streams
Set up a DMARC record with a policy other than p=none
Copyright your logo
Purchase a VMC for that logo
Create an SVG Tiny PS version of your official logo
Set up a BIMI TXT record on your domain’s DNS
Test your setup to see if it functions properly
And after all that, your logo can appear in the inbox next to your emails in a Gmail inbox.
What does BIMI mean for me?
The ability to provide email validation and greater brand visibility in the inbox is an appealing thing for marketers.
So how do you know if it’s a right fit for you?Look at a breakdown of your subscribers’ email client usage and see if these listed BIMI-supporters are well represented there.
Look at the requirements for each provider and see which ones you already have in place.
Look at what it would require to set up the remaining elements. Note: make sure to consider BIMI-setup-assistance services if that will help you get started.And remember — because the requirements are currently on a per email-provider basis, the decision to implement doesn’t have to be all or nothing.
If you’ve determined you’d like to start, you can begin by meeting Yahoo’s requirements and testing with those users. Then, if you’re seeing positive results, that might be a sign to invest in the setup required to use BIMI for Gmail users as well.
Wrap Up
Email security and validation have never been more needed in the history of email — and BIMI is a great chance to provide both of those things.
Whether you are planning to move forward with this or not, it is important to remember that new technological elements work best when paired with quality list maintenance.
If BIMI sounds like a great fit for you and your organization, then implementing is a no-brainer. Getting the proper authentications and copyrights can be time-consuming if not already in place. But, for a more secure and more trusted user experience, it could be well worth it.
The post BIMI: What Is It and What Does It Mean for You? appeared first on Campaign Monitor. -
Don’t you have budget for email marketing tool?
Check out the top13 free email marketing tools to launch your email campaign without spending any penny.
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Building a culture of innovation: an insightful conversation with Neetan Chopra
One of the most common reasons for companies to create apps is to increase customer engagement, provide a better experience and ultimately, generate growth. However, it is rare for organizations to develop smartphone solutions to accommodate various employee’s needs. That’s why Axis Partners got curious about the One App by Dubai Holding. This solution is…
The post Building a culture of innovation: an insightful conversation with Neetan Chopra appeared first on Customer Experience Magazine. -
Tableau Conference 2021 – Registration Open!
Tableau Conference is Tableau’s main annual event which will take place digitally over multiple days (previously hosted in Las Vegas, during non-COVID times). If you want to learn more about Tableau – this free event is your perfect opportunity. Tableau Conference 2021, taking place November… Read More
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Top 10 Project Risks and How to Mitigate Them
Anyone who works on projects will know that they aren’t all plain sailing. Projects are defined to bring about change in an organisation. Very frequently they are process and technology-centric but they all have one element in common, human interaction. With this combination of elements… Read More
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Slack Training Resources – Get Ahead of the Curve
Since the Salesforce Slack acquisition closed, we’ve seen a constant stream of news surrounding the future of the platform. Most recently, Salesforce announced the first integrations that could be the start of many game changing features for Salesforce & Slack users. But how will these… Read More
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Have you ever wondered how do chatbots work? What is the technology behind them and how does it actually solve our problems as customers?
Together with our team, we worked on a very comprehensive and simple to understand overview of the technology that by the end of the post will help you to understand the way chatbot works, what is the technology behind it, how it can be applied in a business. We are covering the following terms.
Natural Language Processing (NLP) Natural Language Understanding (NLU) Solution Flow Management Natural Language Generation
Perhaps there is something else you would like to know?
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8 Tips for the Ideal Call Center Environment
A company’s work environment isn’t just about air conditioning, water cooler chats, and table tennis. Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work.
How to Foster Agent Engagement in a Hybrid Contact Center
What is a healthy work environment?
Healthy work environments are usually positive workplaces that value employee health and wellness, education, growth, and goal achievement. Employees that work in positive environments usually perform better, and feel more happy and comfortable.
Some common attributes of a healthy work environment include:Recognition and praise.
Physically comfortable workspace.
Open communication.
Encouraging career growth.
Work-life balance.Some common attributes of an unhealthy work environment include:
Workplace gossip.
Micromanagement.
Burnt out employees.
Little to no career growth or learning opportunities.
High employee turnover.How does a call center environment affect agents?
A work environment plays a great role in a company’s culture, productivity, and overall success. It also impacts employee engagement and retention. Did you know that 58% of employees who have quit their jobs cited negative office politics as a reason? Contrarily, 58% of employees said they would stay working for a company with a lower salary if they had a great boss.
Here are some ways that your work environment affects your agents:Productivity.
Customer experience.
Agent morale.
Agent turnover.DID YOU KNOW?
Visual IVR, Voice Call-Backs, and Smart Routing are all great tools to decrease call volume, improve customer satisfaction, and in turn, improve agent productivity and overall work experience.8 tips for creating an ideal call center environment.
Your call center environment affects so many key functions of your operations. Agent turnover, customer experience, morale, and productivity are all vital components of a call center that you should make sure are in a good state. Here are some tips to improve your call center environment:
1. Have a clear vision and values.
Your team vision and values are great tools to motivate call center agents, assist them in decision-making, and unite them as a team.
A clear vision defines a call center’s purpose and future goals. Strong values guide your workplace culture, and help you attract talent with similar values. Your management team should be transparent on how agents can adopt these values and answer any questions they might have.
2. Create a comfortable and inviting workspace.
Do you feel at ease physically and emotionally in the call center? If you don’t, chances are your agents don’t either.
Your work environment should be comfortable because your agents spend so much time there. Evaluate the desks, chairs, lighting, air quality, and noise levels to ensure they’re conducive to a productive environment for your team.
If anything feels uncomfortable, make some upgrades. Improve your air ventilation, or invest in some ergonomic chairs. These upgrades can make agents feel drastically better at work each day. Also, give your agents some freedom in how they personalize their space. Photos of loved ones and plants might make them feel more comfortable.
How to Create a Call Center Performance Report
3. Recognize agents for strong performance.
Don’t just focus on sales goals and revenue. Your agents will not appreciate being seen as workhorses. Recognition and praise are part of any healthy work environment, and also improve agent engagement. Your agents provide excellent customer support and go above and beyond to ensure a great customer experience.
Find ways to recognize your agents for the great work they do each day. If you notice impeccable service in your call monitoring or see positive customer service reviews online, use that as an excuse to celebrate! Say thank you, and offer your agents praise and rewards for a job well done. It can be as small as a free lunch or an earlier end to a shift. Or, you could go one step further and develop a performance incentive program.
4. Encourage collaboration.
Your work environment is more positive when people are collaborating. As a manager, you’re responsible for giving your agents opportunities to come together and feel connected, while also fulfilling your call center goals.
Make time for team-building exercises, group projects, joint outings, parties, and other events to keep your team connected. This is especially necessary if any of your team is working from home.
5. Offer training and learning opportunities.
Your agents will have more confidence in serving customers if they have the proper training. Don’t just provide training during onboarding – put focus on providing ongoing learning opportunities so your agents can stay up to date with product/service knowledge, best practices, and more.
By offering your agents tips and tricks throughout their tenure, it gives them the opportunity to consistently improve. Explore call center training workshops, conferences, and mentoring to provide more learning opportunities.
5 Best Practices for Training Remote Call Center Agents
6. Communicate well, and often.
Your agents spend most of their workday on the front lines talking to customers. So, it’s easy for them to feel disconnected from management and the team – especially if they are working remotely.
Managers and leaders must communicate well and often with their agents, especially before making decisions about call center operations. Lack of communication can breed distrust and low morale, both of which contribute to a negative work environment.
Host regular meetings to listen to your agents’ feedback, observations, and opinions. In turn, managers can discuss their operational goals and use agents’ input to inform operational decisions. You might also consider investing in strong messaging chat software to encourage communication between team members.TIP:
Regular communication is great, but it should also be clear. Make sure you share your call center’s performance goals and desired agent objectives immediately. Your agents should know exactly what you expect from them, and feel empowered to pursue their goals.7. Schedule effectively.
Strategic scheduling makes a world of a difference in agent satisfaction and call center productivity. Ensure you have a proper call volume forecast set up to aid your scheduling efforts.
Make sure you have enough agents, including agents with experience, for times of immense call volume. Avoid scheduling newer agents during peak periods, so they aren’t left overwhelmed. You should also account for regular breaks to ensure your agents don’t burn out.
8. Invest in technology.
Proper technology is essential for agents to do their jobs well. If your office computers are slow and outdated, your agents will find difficulty even in the most straightforward tasks. That’s why it’s so important to assess your technology regularly and make the required upgrades.
You should also invest in the right call center technology to keep your call center operations productive and your agents at top efficiency. This will improve your work environment, since your team members will have one less reason to find something negative about work.
Top Call Center Technologies to Boost Call Center Agent Engagement
Conclusion.
Your call center’s efficiency and productivity come down to how your agents feel in their work environment. Improve agent morale and satisfaction by investing in their workspace and taking the time to improve their day-to-day work.The post Blog first appeared on Fonolo. -
Solving for stress
If we’re hungry, the obvious solution is to eat something.
If we’re restless, it pays to get up and walk around.
Is stress different?
Along the way, it seems as though we got confused about the best way to deal with the stress that comes from work and from the projects we work on.
“Push through the stress and on the other side, everything will be okay.”
Simply get all the details right, get an A, get into a famous college, make the sale, polish the logo, do the pitch and then… reassurance will follow.
The reassurance of success or even survival. The reassurance of external acclaim or simply relief.
Now that everything’s okay, no need to be stressed!
Until the next time. Which might be tomorrow.
Reassurance is futile, because there’s never enough of it.
Some folks manage to get their projects done without this sort of stress. They’re not using the search for reassurance as fuel.
The solution to stress isn’t reassurance. It’s accurately understanding the world as it is, and making choices about what we do and how we do it. But far more than that, we relieve stress by making choices about the stories we tell ourselves.
What’s the difference between giving a speech to your dog and giving one on the TED stage? It’s the same speech. The difference is in the story we tell ourselves about the stakes, the opportunity and what might happen next. If that story gets debilitating enough, it can paralyze us.
If you’re on a backpacking trip, there’s little doubt that ten more minutes of tired to get to the next campsite is a smart investment. A little more tired translates into a lot more rest.
But if you’re at work, there’s not a lot of evidence that more stress is the best way to have less stress.
Look for the story instead.
[PS It’s not easy to change your story. For some people, and in some situations, it’s almost impossible. But that doesn’t mean that more stress in search of reassurance is going to make your search for a useful story any easier. If others in your situation have figured out a story that works for them, that’s a good sign that you might find one too. If no one has, changing your situation (if you can) might be the best way forward. But we need to get unhooked from the cycle of reassurance.]