Despite recent progress in MarTech innovation, brands can still expect to face significant obstacles when it comes to implementing customer experience (CX) strategies. We wanted to find out more about the exact nature of these barriers and commissioned a study by Forrester Consulting. The main goal of our research was to delve deeper into the…
The post Overcoming CX challenges with advanced customer insights appeared first on Customer Experience Magazine.
Author: Franz Malten Buemann
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Overcoming CX challenges with advanced customer insights
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Get Your Business Blooming with These Spring Email Ideas
As the winter cold dissipates and the vaccine continues to roll out, more people will be heading outside. We’re entering the season of farmer’s markets, outdoor dinners, sight-seeing, and vacation planning. For businesses, Springtime is a breath of fresh air and time to reassess goals and strategies. Brands that have already begun focusing on how…
The post Get Your Business Blooming with These Spring Email Ideas appeared first on Benchmarkemail. -
Top 5 Lightning Component Gems of Salesforce Summer’21 Release!
The Lightning Component modern framework is a User Interface framework to develop dynamic web apps for mobile and desktop devices. As is the case with each release, the latest Summer’21 release is packed with rich features including, the newly added Lightning Component … Continue reading →
The post Top 5 Lightning Component Gems of Salesforce Summer’21 Release! appeared first on Automation Champion. -
What are the advantages of diversity in the Customer Experience Industry?
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Why Live Chat Therapy is Gaining Popularity in America
The pandemic has changed overall access to online therapy. GetResponse surveyed over 1,100 people to understand their feelings towards this new norm.
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The Catchiest Webinar Titles We’ve Seen, Plus How to Make Your Own
Webinar titles are a lot like blog post titles – they have to catch your eye, yet provide enough context to make you click.
Titles can’t be too short or too long. And because webinars are meant to inform or educate viewers, it’s best to let people know what they’ll get from handing over an hour of their time.
With 42% of marketers planning to host or join a webinar this year, there’s no better time to work these online events into your marketing strategy. That’s because webinars are one of the most effective ways to engage with your audience. In 2020, a whopping 91% of webinar marketers said their events were a success.
While webinars may not be as sexy as social media campaigns or the latest members-only app, they’re key to marketing in an increasingly remote world. Some companies have no plans to return to the office. Others have begun to adopt a hybrid model that combines remote and office work.
Webinars are great for both models because updating knowledge and learning can be done remotely without losing productivity.
The downside: competition. Businesses replacing live events with virtual meetings and conferences are saturating the market. The digital hosting platform ON24 reported a 167% increase in webinar activities from April 219 to April 2020.
Coming up with an amazing webinar title is an important step in standing out, attracting leads, and engaging customers. So let’s walk through the steps to create catchy titles.
Your title is the first thing people see, so it needs to grab their attention. It’s your chance to draw in your target audience and turn people from passive viewers into engaged leads. Here’s a breakdown of each to inform your webinar titles.
1. Relevant Keywords
Keywords are terms you enter into search engines like Google to find information (i.e., how to cook pasta).
For webinar titles, aim to incorporate keywords that are relevant to your content and target audience. If you run a food blog and your webinar is about how to make classic Italian dishes, it may make sense to work “cook pasta” or “delicious pasta recipes” into your title.
Start by researching keywords if you’re unsure what terms your audience looks for. Having this list on hand will help inform your content strategy, improve SEO, and make it easier for people to find the webinar.
2. Descriptive Copy
A HubSpot survey found that people sign up for webinars to learn about a hobby or passion, to be entertained, and to understand something about their career or industry. Your attendees want to know what they can get out of your event. Share the goods with a succinct, descriptive title.
Truthfully, there’s no perfect title length. Some claim the best headlines are six to eight words, six to 13 words, or more than 14 words. The point is, research varies. Instead of worrying over one word, make your webinar titles informative, interesting, and ideal for your preferred channel.For organic and paid search, make sure your title falls in the 50-60 character range so it shows the entire headline in results.
For email promotions, consider what subject lines work best for your brand. Somewhere around 50-60 characters are optimal for a good mobile experience.
For social media, play around with fun, emotional, and engaging titles. CoSchedule recommends the following title character counts for popular platforms.
Image source
3. A challenge, problem, or goal
Research shows the most engaging webinar format is a presentation that teaches people how to do something specific. The key: specificity.
Look to your company’s value proposition to figure out what topics you should cover. Where do you provide the most value? What are you an expert on? How can you help your sales team convert potential buyers? If you’re great at bringing in prospects for small businesses, you could host a webinar like “Actionable Lead Generation Tips for Startups and Entrepreneurs.”
Once you know what you’re good at, work it into your webinar title. Addressing a specific goal or problem will also make it easier to choose the format, content, and speakers.
4. On-brand messaging
As a writer and brand consultant, I always preach the importance of maintaining cohesive brand messaging throughout every marketing touchpoint.
That’s because research shows a consistent brand presentation can boost revenue by as much as 23%, and nearly 74% of people become loyal to brands through content. If your webinar messaging is off-brand, people can get mixed messages about what your company stands for and your values.
Check out how these webinar titles stay true to the brand’s voice.An Educator’s Guide to Teaching over Zoom (Zoom)
Managing the Trickiest Parts of a Family Business (Harvard Business Review)
Product Go-To-Market Tips from Google Cloud Product Leader (Product School)
Newsroom: 100 days of Biden’s presidency (The Guardian)
Career Path Design | The Future of Work & How to Prepare (General Assembly)
Everyday Instagram Hacks for any Business (HubSpot)
Now that you know what makes a good webinar title, try creating 3-5 solid working titles on your own. From there, workshop with other people on your team or get feedback from your customers to see which one resonates the most. If you’re still searching for inspiration, check out some of the best titles I could find below.
Catchy Webinar Titles
It’s tough for companies to convince people to pop in their contact information and sit down with their screen for an hour. But these catchy webinar titles capture attention (and likely attendees) at first glance.Breaking into Tech at any Age or Career Stage (WorkWell)
Skill Up with IBM: Get the job you want (Open P-TECH)
Ensuring a thriving ocean economy for everyone (Stockholm Resilience Centre)
Making the Product Strategy Effective by Spotify Sr PM (Product School)
The Art of Public Speaking: Increase Your Confidence and Build Your Skills (Podium Perfect)
Making Innovation an Everyday Habit in Your Organization (Harvard Business Review)
How to Turn Your Customers Into Your Best Marketing Channel (General Assembly)
M&A Bootcamp: The Ultimate Guide to Mergers & Acquisitions for Start-Ups (Nasdaq Entrepreneurial Center)
2021 Battle of the Pitch Decks (VIATEC)
How to Become a 10x PM Without Burning Out (Becca Camp Executive & Career Coaching)
Six Strategies for Moving the Needle on Gender Equity (Harvard Business Review)
Hitchcock’s Composer and the Sound of Suspense (Royal Borough of Kensington and Chelsea Libraries)
The Fundamentals of Power Networking (Small Business Expo)
Amaryllis to ZZ: Unearthing the Science of Houseplant Care (MIT Museum)
How to Turn Your Ph.D. into a Netflix Series (The Center for Science and Society)
Trash Cocktails for Conservation: Virtual Sustainable Mixology Class (Lincoln Park Zoo)
The Bear Necessities with Nat Geo Explorer Dr. Rae Wynn-Grant (Cary Institute of Ecosystem Studies)An eye-catching webinar title pulls people in for the next important step: signing up. Once you have a list of attendees, use the contact information they shared to send updates and instructions for joining the webinar.
After the event, nurture people down your conversion funnel by inviting them to learn more about your company, sign up for a future webinar, or join your email list. You’ve reeled them in with a catchy title – just remember to plan a great webinar and get them excited to learn more. -
8 Tips to Reduce Contact Center Costs
Consumer expectation and channel preference have always dictated the direction of customer service and experience. The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors.
The result? Budget-conscious center managers are struggling to up their CX game while managing the cost of upgrading their operations. If this sounds familiar, don’t worry — it is possible to upgrade your call center infrastructure and reduce future contact center costs at the same time.
Read on to learn how to offset call center costs, and ensure that your customer service operations meet the needs of the 21st-Century customer.
The ROI of Call-Backs for Your Call Center
1. Upgrade your call center software and infrastructure.
Many optimized contact centers are able to save on time, money, customer grief, and agent training thanks to their investment in better integrated call center technology, where each customer channel speaks to one another with ease in a truly omnichannel experience.
To reduce the cost of outdated tech, consider adopting high-quality call center softwares that include call-routing, cloud-based calling, and sophisticated reporting tools. This way, you can better serve customers and make actionable data-informed choices about how to further improve your call center.
2. Double-down on agent training and empowerment.
The equation is proven: effective call center agents equal lower call center costs and improved customer service quality. Investing in training and re-training your agents and expanding the knowledge base of existing contact center staff will result in fewer costly mistakes, an increase in the number of calls an individual agent can handle in a shift, faster resolutions, and an overall positive impact on your call center metrics.
3. Save dollars by nurturing happier, more engaged call center agents.
After hundreds or thousands of interactions on the phone line, customer service agents can experience emotional drainage or high levels of stress, which can lead to high turnover rates.
Constant hiring and training can drain your call center spend, so it’s important to find ways to engage call center agents (think gamification or other work culture boosts). Providing psychological support for your team is not only healthy for them and your attrition rates, it’s healthier for your budget.
3 Reasons Why Agent Satisfaction is the New Customer Satisfaction
4. Optimize your Average Speed to Answer (ASA) and reduce telco costs with call-backs.
One of the easiest ways to save money, reduce agent stress, and improve your customer experience is to invest in a solid call-back solution. Call-backs provide callers with an alternative to waiting on hold by saving their place in the phone queue. They can then confidently hang up, go about their day without having to listen to hold music, and receive a call-back when the next available agent is free.
If you calculate cost-per-call, you’ll immediately see the cost-savings of call-backs. Not only do they save on hiring excess agents, they smooth out spikes in call volumes, reduce abandon rates, lower your telco costs, and generally contribute to a healthier and happier call center atmosphere.
5. Improve your self-service options.
Forbes recently declared self-service technology a top priority for contact centers, which isn’t surprising considering the increased demand of all customer service channels during the pandemic. Invest in self-service features like chat, SMS, MMS, email, and website chatbots. This ensures that you’re never leaving a customer, or a potential sale, behind.
6. Go remote (or go home).
The COVID-19 pandemic has encouraged businesses of all shapes, sizes, and industries to go big by going home. Call centers going fully or partially remote are seeing major savings on rental brick-and-mortar office buildings.
Even if you maintain agents onsite, hiring remote agents onto your team can help reduce labor costs, lower overhead, and provide a work-from-home environment that may contribute to a more positive agent attitude and reduced agent attrition.
7. Get a solid return on investment with a call overflow handling service.
Overflow handling services are a popular cost-cutting tactic for the modern customer service center. Having a plug-and-play overflow service ready to handle excess calls during call volume spikes means your call center agents are always prepared for peak periods, and that customers you would have otherwise lost on dropped calls are properly served. In addition to ensuring that all your potential inbound sales aren’t lost on dropped calls, this kind of service can positively impact your CSat scores and overall CX metrics.
15 Top Call Center Overflow Handling Services
8. Leverage advances in AI to improve conversations and call resolutions.
An alternative to call center overflow handling services is call-center-centric AI. Artificial intelligence has quickly become a call center’s best friend, ensuring that call overflow periods are easier to predict, and call volume patterns are simpler to forecast. It doesn’t hurt that AI becomes more affordable year after year.
Another way to lower cost-per-call with AI? You can automate the voice channel with conversational natural language IVR (or Interactive Voice Response), an AI-powered feature that is becoming so effective that it is seeing success rates of about 85%.The post Blog first appeared on Fonolo. -
Free Salesforce Training for Indian Professionals
India has one of the biggest and most active Salesforce communities in the world. In fact, around 20% of the traffic to SalesforceBen.com comes from India! To further support the thriving community, Salesforce has launched the Journey to Salesforce program. This supports non-Salesforce professionals who… Read More
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“But how will you know?”
It pays to know what something is for. It helps us figure out how to do it better, how to allocate resources and how to know when we’re done.
Much of what we build or invest in is complicated. It serves multiple purposes, has to please many constituents and has competing priorities.
So the question: “How will we know if it’s working?” is a powerful one.
It opens the door to a useful conversation about what it’s for.