CX Demo

Author: Franz Malten Buemann

  • The Parts of a URL: A Short & Sweet Guide

    If your website is like a house, then your website’s URL is like that house’s address. It defines where your website lives online, similar to how your home address determines where you live in a neighborhood, helping your visitors easily find your site. URLs also help Google understand what your website’s pages are about.
    There are technically five elements of a URL, and they’re discreetly important for optimizing your site’s user experience (UX) and SEO. To help you develop a concrete understanding of every part of a URL, let’s explore each of them in detail.

    Below is an illustration of the different parts of a URL. 
    Let’s break down this URL structure below. 
    URL Structure
    Scheme
    The scheme tells web servers which protocol to use when it accesses a page on your website.
    Nowadays, HTTPS — which stands for Hypertext Transfer Protocol Secure — is the most common scheme. It tells your web browser to encrypt any information you enter onto the page, like your passwords or credit card information, so cybercriminals can’t access it. This security protocol protects your website visitors and implementing it will help your site rank better on Google. That’s why implementing SSL is a must-do on any technical SEO guide. 
    Other schemes you might see are mailto://, which can open your computer’s default email service provider to help you draft an email to the email address you entered in the URL, and ftp://, which is a standard protocol for transferring computer files between a client and server on a computer network.
    Subdomain

    If your website is like a house, your subdomains are like specific rooms in that house. A subdomain in a URL indicates which particular page of your website the web browser should serve up. For instance, subdomains like “blog” or “offers” will provide your website’s blog page or offers page.

    Subdomains also bucket your website into its main content categories and shows Google and your visitors that there’s more information on your site than just a homepage.
    Second-level Domain

    Your second-level domain (SLD) is the name of your website. It helps people know they’re visiting a certain brand’s site. For instance, people who visit “mlb.com” know they’re on Major League Baseball’s website, without needing any more information.

    Top-level Domain

    The top-level domain (TLD) specifies what type of entity your organization registers as on the internet.

    For example, “.com” is intended for commercial entities in the United States, so a lot of American businesses register with a top-level domain of “.com”. Similarly “.edu” is intended for academic institutions in the United States, so a lot of American colleges and universities register with a top-level domain of “.edu”.
    Subdirectory

    A subdirectory — also known as a subfolder — helps people as well as
    web crawlers understand which particular section of a webpage they’re on. 

    For instance, if you own an online store that sells t-shirts, hats, and mugs, one of your website’s URLs could look like “https://shop.yourstore.com/hats”. Notice that the subdomain is “shop” and the subdirectory is “hats.” That means this URL would serve up the “Hats” page, which is a subfolder of the “Shop” page. T-shirts and mugs would be other subfolders of this page.
    URL Structure: Subtle Yet Essential
    Even though URLs might seem simple and frivolous, they’re actually important for your website’s UX and SEO. And now that you understand the anatomy of a URL, check out the blog posts below to learn more about technical SEO.

  • 500 Internal Server Errors: What They Are & How to Fix Them

    Troubleshooting an HTTP 500 internal server error is like solving a mystery.
    You don’t know what exactly happened or why it happened — all you know is that something’s wrong and you need to fix it.
    To guide you through the hassle of troubleshooting the dreaded HTTP 500 internal server error, let’s go over what it exactly means and its most common causes and solutions.

    Here’s what your 500 error page might look like in your browser:

    How to Fix a 500 Internal Server Error
    Unlike other server-side errors like a 502 code or a 503 code, a 500 internal server error is it doesn’t immediately tell you what the problem is, nor does it tell you how to fix it. If the error persists for too long on your site, it could even negatively impact your SEO.
    So, let’s dive into a few potential causes of the error. Then, we’ll present some solutions so you can try to fix the issue.
    Potential Causes of a 500 Internal Server Error
    A 500 internal server error is, as the name implies, a general problem with the website’s server. More than likely, this means there’s an issue or temporary glitch with the website’s programming.
    Some potential causes of a 500 internal server error include:

    Corrupted or broken .htaccess file
    A permissions error
    Faulty third-party plugins or themes
    The PHP memory limit being exceeded

    Fortunately, there are a few effective solutions for fixing most of these problems.
    If You’re Trying to Load a Page with a 500 Internal Server Error:
    1. Refresh the page.
    This might seem obvious, but if it’s a temporary loading issue, you might find success if you refresh the page. Before trying anything else in this list, reload the page and see what happens.
    2. Come back later.
    Since the error is on the server side, I’m willing to bet the website owners are working as quickly as possible to resolve the issue. Give it a few minutes or up to an hour or so, and then reload the URL and see if the development team has fixed the issue.
    3. Delete your browser’s cookies.
    If clearing the browser history doesn’t work, you might try deleting your browser’s cookies. If the cookies are associated with the error-prone webpage, deleting the cookies might help reload the page.
    4. Paste your URL into the website “Down for Everyone or Just Me.”
    Head to downforeveryoneorjustme.com and paste in the URL where you’re seeing the internal server error. You’ll either be told that the website is only down for you, or that the website is down for everyone.
    If it’s a problem with your server, this should help assuage any concerns that it’s an issue with your own computer.
    If the 500 Internal Server Error is on Your Own Website:
    1. Deactivate a plugin or theme.
    Newly activated software, add-ons, or third-party scripts might be conflicting with your current server configuration. To determine this, try (carefully) deactivating or uninstalling your software add-ons one at a time to identify what exactly is causing the internal server error.
    If you run a WordPress website, this is easy to do with plugins. From your dashboard, choose Plugins > Installed Plugins, then deactivate the first plugin. If the error resolves, you know this plugin is part of the issue. Reactivate the first plugin, then repeat this deactivate-reactivate process one at a time for all plugins to determine which ones are causing your error.
    You might find that having fewer active plugins on your site helps things run more smoothly. Alternatively, if you just upgraded your software, your current plugins or themes might not be compatible with the new upgrade. Deactivating plugins or themes one at a time until the error disappears is the best way to find the root cause of your problem.
    2. Use a plugin like WP Debugging to identify the issue.
    If your site is powered by WordPress and you’re comfortable with WordPress debugging processes, consider installing a plugin to help you identify the issue with your server.
    The debug plugin WP Debugging, for instance, helps you figure out exactly what’s wrong with your site, which will result in a speedier fix.

    Image Source
    3. Ensure your PHP setup is configured correctly.
    If the issue is related to a PHP timeout, consider creating timeout rules or error handling in your script to resolve the issue. Here’s a full list of php.ini directives to configure your PHP setup. Additionally, wrong permissions on a file or folder that has a script, like a PHP or CGI script, won’t allow the script to run. Check your permissions and make sure you set them correctly on your server.
    4. Check the code for your site’s .htaccess file.
    Incorrect coding or improper structure with your .htaccess file could be the reason you’re seeing the 500 internal error. The .htaccess file helps you manage how long resources should be stored in a browser’s cache. Try editing the file if you’re seeing a 500 internal server error.
    To locate your .htaccess file, access your website files through a file manager like cPanel or via FTP/SFTP. The file will probably be located in your public_html directory. There’s a good chance your server will hide this file from view by default and you’ll need to toggle hidden files on to see it.

    Image Source
    Coding errors in .htaccess and custom scripts can also cause an HTTP 500 internal server error.
    5. Ensure your new software is installed correctly.
    Finally, check to see if your recently installed or upgraded software actually failed to install or upgrade. To refresh your software, check the vendor’s website for instructions.

    Last Resort: Ask a Server Administrator for Help
    If troubleshooting popular software problems or debugging server-side scripts doesn’t fix your HTTP 500 internal server error, you should read about the most common causes for this type of issue in your server’s documentation — an HTTP 500 internal server error can occur in different operating systems for a multitude of reasons.
    You can also ask your service provider to access your error logs and find evidence for the root cause of your problem.
    Internal server errors are irritating because they’re unhelpful — it’s basically the web server’s way of saying, “Eh, I’m not sure.” Hopefully, one of the above steps will resolve the problem so you can get back to life as usual.
    Editor’s note: This post was originally published in October 2018 and has been updated for comprehensiveness.

  • Is there are a gap between your corporate purpose and action?

    ‘Ultimately, purpose is the engine of long-term profitability.’ Larry Fink, CEO, BlackRock Over the past two years, the CXM team was regularly reporting on the importance of purpose and value in business. The impact of trust-building in the CX industry finally came into the spotlight. However, closing the gap between company purpose and the actions…
    The post Is there are a gap between your corporate purpose and action? appeared first on Customer Experience Magazine.

  • Reimagining the Contact Center Experience with Five9 VoiceStream

    As the customer experience continues to be a top priority for contact centers, so should the technology they use. Contact centers are rich with customer data that often is not leveraged in a way to improve the customer experience. In order to meet the growing demand of customers, companies must look to leverage advanced, real-time applications in artificial intelligence, real time speech analytics, coaching guidance, biometrics, and more. However, it has traditionally been difficult integrating real-time applications into the contact center and rightfully so – that’s where Five9 VoiceStream comes into play to power such applications. Full article: https://www.five9.com/blog/reimagining-the-contact-center-experience-with-five9-voicestream
    submitted by /u/vesuvitas [link] [comments]

  • 6 Important Soft Skills Every Call Center Agent Needs

    Call center employees wear many hats! Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude.
    While call center agents rely on hard skills — or technical skills — to handle contact center technology, call center soft skills are just as critical for success. Sometimes referred to as “transferrable skills”, these skills are made up of a person’s personality traits, habits, and behaviors.
    Contact center agents develop soft skills through their own life experiences, and use them to provide a positive, customer experience. This type of skill-set is also necessary to foster a positive work environment.
    How to Foster Agent Engagement in a Hybrid Contact Center
    Many employers value soft skills over hard skills, since most hard skills can be acquired through call center training. After all, it’s easier to teach someone how to use a computer system — it’s much more difficult to help them empathize with a customer.
    Let’s go through some essential soft skills for a contact center agent, and how they help assure a strong customer experience.
    Active listening.
    Communication doesn’t start without listening. Specifically, active listening entails a complete focus on the customer’s words, processing and understanding those words, resisting the urge to interrupt, and responding in a thoughtful, validating manner.
    In a contact center, agents are faced with countless problems mentioned by customers. To fully grasp the customer’s issue and to find the relevant resource to help that customer, agents must engage in active listening. Moreover, active listening is essential in dealing with irritated customers
    Communication skills.
    Call center agents require strong communication skills to do their jobs. Agents should channel clarity and professionalism in the way they communicate with customers. Additionally, they should be able to transfer their knowledge of products and services into understandable, accessible communication to a customer. Clear communication promotes quicker resolution, while professionalism improves customer satisfaction.
    Role play is a great form of call center agent training that helps agents learn how to listen, understand, and communicate.
    How to Improve Contact Center Agent Performance
    Adaptability.
    Since call center agents deal with customers, who at the end of the day are human, an appetite for change is essential. As contact centers use call monitoring and other technology to measure progress, agents must be adaptable to new ways of doing business to ensure processes line up with customer needs.
    Changes requiring adaptability might look like extra training or mentorship to adapt to changing customer needs, or new technology to improve efficiency.
    Problem solving.
    Many calls that an agent receives entail listening to a problem and then finding a solution. Agents must think fast and identify a customer’s problem, evaluate the customer’s needs, and then find a solution.
    Problem-solving is a soft skill that requires a sense of initiative and autonomy, as well as adaptability to respond to new problems effectively. Effective problem-solving skills can improve average handle time and customer satisfaction.
    Patience.
    Customers are forced to be patient when calling call centers, even though most customers hate waiting. The least an agent can do is practice that same patience in taking care of a customer’s needs. Patience for an agent might look like waiting for a customer to finish sharing their story and experience, especially if the customer is confused or upset.
    While some customers might not immediately acknowledge an agent’s patience, they will certainly notice an agent’s impatience. This is an important soft skill that is essential for customer loyalty and problem resolution.
    Empathy.
    Many callers to a call center have a problem they want to deal with. Some customers might feel confused, upset, and sometimes, downright angry! Empathy from an agent comforts worried customers and shows them that the call center values their experience. It’s important to make a customer feel supported and valued throughout a confusing or difficult time.
    7 Call Center Empathy Phrases Every Agent Should Use With Their Customers
    Conclusion.
    Curious about your agents’ soft skills? Fonolo’s call monitoring and analytics help assess agents’ communication and problem-solving skills and offer the required data to improve customer experiences.The post Blog first appeared on Fonolo.

  • “Make the sign bigger!”

    Actually, the sign will never be big enoughMake the announcement louder. Make the logo bigger. Yell. Call more people on the phone to sell them an extended warranty. Send more emails. Hustle harder.

    None of it works.

    The problem with the fountain isn’t that they didn’t make a big enough sign. The problem is that the fountain itself is poorly designed. It’s an attractive nuisance, a dangerous thing to put in the middle of a boring courtyard. The sides invite sitting and standing, and the height beckons people to walk in and around it. And the consistent cues of its design aren’t going to be undone by an ugly, intrusive sign, even one in red with ALL CAPS.

    And louder and more persistent PA announcements aren’t going to help if the situation people are in has lulled them into not listening.

    And a bigger logo isn’t going to get someone to care about your company if the product and your story don’t resonate with them.

    Insisting on a bigger interruption is lazy. It’s lazy because if you really cared about solving the problem, you’d change the situation, not yell about it.

    If you get the design right, you can whisper instead.

  • 3 Wellness Brands Sending Great Emails

    Has there ever been a hotter moment for health and wellness brands? It seems like every year, people are becoming increasingly conscious of their lifestyle and habits. And experiencing a pandemic has meant that the market for healthy living has opened up in an entirely new way — people are willing to invest in their…
    The post 3 Wellness Brands Sending Great Emails appeared first on Benchmark Email.

  • Obtener “¿Qué es el Budismo Tendai/sincrético?” con el Reverendo Myoren Montañez

    submitted by /u/marilynsmith521 [link] [comments]

  • Virtual agent vs. chatbot: what’s the difference?

    Whenever you see one of those popup windows come up on a website, you think “chatbot.” However, that’s not always the case. You could be interacting with a virtual agent rather than a chatbot. There’s a difference between the two types of technology. Chatbots and virtual agents are different, both can incorporate into your contact center to elevate the customer experience. Highlights:
    Chatbots and virtual agents are similar; they’re both software, but there are important differences.
    Chatbots are simpler and don’t use AI.
    Virtual agents are more sophisticated, can offer better answers, and utilize AI to deliver the assistance customers need.
    Full article: https://www.ringcentral.com/us/en/blog/virtual-agent-vs-chatbot/
    submitted by /u/vesuvitas [link] [comments]

  • Introducing the 4-day work week

    The entire world is buzzing about ways of working. We are preoccupied with remote and hybrid models, wondering whether these solutions will become our future. One company in the UK, however, decided to take the matter into its own hands and test a specific working model. After the initial trial period and a lot of…
    The post Introducing the 4-day work week appeared first on Customer Experience Magazine.