Author: Franz Malten Buemann

  • How Brands Creatively Hosted Virtual Offsite Meetings

    As the world continues to move in a remote-first direction, it’s important to consider how to make your company’s in-person events remote-friendly.
    Even if you don’t always do remote events, the remote option is great for anytime your team is spread around the world.

    But, a virtual offsite meeting? Sounds oxymoronic. How can you have an offsite, that doesn’t feel like work, virtually?
    In this post, we’ll take a deep dive into how these brands thought about virtual offsites in a creative way. And didn’t just ask everyone to be on Zoom for 8 hours.

    1. Loom VR Virtual Offsite
    At the end of 2020, Loom decided to host a virtual offsite. What made this different than attending an 8-hour Zoom meeting?
    Well, first, the company sent VR headsets to their team to allow employees to feel like they were leaving their homes for a large company meeting they used to travel for.

    We just announced our @loom offsite being done in VR and us shipping everyone an Oculus headset. The smiles. 🙂 — Vinay Hiremath (@vhmth)
    December 10, 2020

    According to Loom, “with virtual reality, we were able to send everyone an Oculus Quest 2 headset to bring the virtual world to them. Plus, we were able to limit Zoom content to only two hours per day to keep the content engaging.”
    Once they got started with virtual reality, they had to find virtual reality apps to host their events. But they also included their employees in the planning process. The company sent a Google Form to employees to share any ideas for activities and sessions they could do during the virtual offsite.
    Loom worked with a partner to create a virtual reality island where team members could go for watercooler conversations, ice breakers, and happy hour.
    Interestingly, the virtual reality component was not mandatory. Any events that were VR exclusives were optional. And the VR island they created was also accessible via desktop, so everyone could participate.
    It’s important to remember that when you’re creating a virtual offsite experience, you want everyone to be able to show up. Hopefully, the tools you use will be available on several devices or you can make those events not mandatory if it takes a special device.
    The team also created unstructured time during their day so that people working from home could still do their normal work and activities.
    2. First Round Review Interactive Virtual Offsite
    Another company thinking about virtual offsites creatively is First Round Review.
    First Round Review held a virtual offsite and had activities including group meals, cooking competitions, self-reflection exercises, group presentations, unconference events, and more.
    The company knew that they wanted to use all different kinds of formats for their activities so that they could keep people’s attention.
    Before they planned the event, they wrote down their objectives, breaking them into task- and team-focused outcomes. Then, they came up with ideas to achieve those outcomes.
    Again, First Round Review knew they didn’t want to spend all day on Zoom. A few things they did to make their virtual offsite interactive and successful were:

    Send an interactive surprise: The team sent everyone a kit that they were instructed not to open beforehand. The kit included candy, a chalkboard to write on, coffee, and a kombucha starter kit. This was a fun way to kick off the virtual offsite.
    Get in costume: The team was all sent special hats and everyone showed up to the meeting wearing their merch.
    Cooking challenge: Groups were split into breakout rooms so each group could cook together live. Then, everyone presented their meals together and people voted on creativity and presentation.
    Unstructured time: This is huge. Don’t make people spend all day on the computer. Include unstructured time and breaks.
    Playtime: Include team bonding events such as trivia or virtual escape rooms. First Round Review even hired a magician to join them for a group dinner.
    Show gratitude: First Round Review spent an entire meeting having everyone write out gratitude for every team member and then emailed everyone their list of comments from their coworkers. For each teammate, they had everyone spend one minute answering by writing a line or two in response to the following questions: What’s something you admire about this individual? What’s something this person did recently that you appreciate? Why are you grateful to count this person as a teammate? Answers are anonymous. After they’re all in, the meeting owner will round up the lines for each individual and share them in a private email.

    One of the biggest takeaways from this virtual offsite is that you can have several formats, different sessions, interactive and engaging content, and still get work done in strategy sessions.
    3. Wikimedia Product Team Virtual Offsite
    The Wikimedia Foundation Product team also had productive virtual strategy sessions and meaningful team bonding in a remote environment across various time zones.
    To achieve this, a lot of planning went into it. The team first decided what story they wanted to tell during their offsite. To ensure this was discussed throughout the virtual offsite, they revisited their product roadmap to understand where the team had been and where they’re going. On the first day, they held a retrospective to accomplish this.
    Ultimately, the creative way that the company thought about this offsite was in the agenda and planning.
    If there was a presentation or low energy session, they wanted to make sure it was followed up by a high engagement interactive session.
    Additionally, the timing was important. They decided that instead of having 8-hour Zoom meetings, they’d have four hours of virtual sessions a day, broken into 2-hour blocks with a break in between of about 1.5-2 hours.
    The offsite included low energy sessions including a Q&A with the Chief Product Officer, where they prepared questions ahead of time and used a thirty-minute window to go through their questions. But followed up those sessions with interactive activities.
    One session even had team members create a homepage for newcomers based on previous features built by the product team. This had the team actively working in the tool so they could see what features stand out.
    They also had a session with a specialist that was a step-by-step process of the Wikipedia editing process so employees understand the user experience.
    Other fun sessions included friendly games online.
    When planning a virtual offsite, it’s important to consider the timing and energy levels of the event. Spending all day on a video conferencing tool isn’t going to be effective for most people.
    Hosting a virtual offsite doesn’t need to be an overly complicated process. And it doesn’t need to be a boring, 8-hour long Zoom meeting. You can host interactive sessions, presentations, and truly engage with your employees.

  • 15 Top Call Center Overflow Handling Services

    Is your call center experiencing an increase in abandoned calls? Are your agents unable to answer an unexpected influx of inbound phone requests (otherwise known as call overflow)? If this scenario sounds familiar, and you lack the in-house resources to service every customer call in a timely fashion, you may consider hiring a third-party call overflow handling service.
    3 Proven Ways to Reduce Abandon Rates in the Call Center
    Why use a call overflow handling service?
    Whether they operate within a big enterprise or a small business, call centers engage overflow services to ensure that all voice calls are answered and all customers are serviced on the phone line — especially during spikes in call volume (expected or unexpected). Not only does this lighten the load for your live agents, it ensures customer satisfaction.
    ‘Call overflow handling’ refers to any solution that helps call centers manage the excess calls related to spikes in call volume. This includes helpful third-party services that assist in managing an overflow of calls on the phone line. Often staffed with savvy, trained agents, these overflow handling services are skilled in interacting with consumers on voice calls. They can help reduce wait times while maintaining the standard of customer service that your organization has worked hard to level-set.
    Your Guide to Call Center Outsourcing in 2021
    Many call centers outsource this type of telephone answering service support because it:

    Saves time and money related to training, and enables call centers to interact with more customers and thus increase the likelihood of making sales;
    Ensures call centers are always prepared for seasonal spikes in call volume, as well as unforeseen crisis periods that lead to peak periods; and
    Helps boost key call center metrics like CSat and Average Time to Answer, and helps reduce call abandonment rates.

    How to avoid using a call overflow handling service
    Call overflow services aren’t for everyone. If you or the decision-makers in your organization are wary of outsourcing voice calls, fear not: there are other options. One such alternative is a call-back solution, which ensures your customers have an alternative to waiting on hold while reducing hold times in your call center.

    TIP:
    Are you losing customers to long hold times? Find out how call-back technology can help you.

    Call-backs fit snugly into your existing call center’s technological infrastructure. They also help you achieve immediate business results including reducing telco costs, lowering abandonment rates, enhancing customer experience, and boosting ROI. They are certainly a robust and trusted option for those looking for an alternative choice to outsourcing call overflow, too.
    The Top 15 Call Overflow Handling Services for Your Call Center*
    But who are these call overflow services we speak of? And what are the best call overflow handling services in Canada, the UK, or the US? Read our quintessential list of them below.
    *These services are presented in alphabetical order.
    Absent Answer
    Location: USA
    Serving Jacksonville, Atlanta, Miami, Tampa, and other cities in Florida and the southeastern USA, absent answer provides receptionist staff who are available for 24/7 support, and allows you to transfer incoming calls to different numbers when your phone lines get too tied up.
    Acena
    Location: USA
    This New York-based, bilingual answering service fits seamlessly into your call center’s framework. Their trained teams of live agents are expert call-handlers who ultimately help customers avoid wait times, dropped calls, and the necessity to leave voicemails.
    AnswerNet
    Locations: USA and Canada
    Equipped to help call centers across the continent of North America, AnswerNet answers your overflow calls so you never miss a customer. And there’s no risk of paying too much for this service: instead of handcuffing your call center to an annual contract, AnswerNet’s plans are month-to-month, so you pay for what you use, nothing more, nothing less.
    What is Call Overflow Handling? 4 Reasons Your Call Center Needs it Now
    AnswerPlus
    Location: Canada
    Helping your organization to avoid spending more money on agents and office space, AnswerPlus is a Canadian answer to call overflow. AnswerPlus ensures that your customer service levels remain intact, and that your customers never have to face wait times or busy signals.
    CMS: Continental Message
    Location: USA
    CMS offers multiple services including after-hours answering, call dispatching, and top-tier overflow help. And they know the business well: CMS has been providing answering services since 1967, lending a professional helping hand to thousands of call centers facing staff shortages, call surges, or other phone service challenges.
    ECallcenter Services
    Location: USA
    Too many calls during peak periods? Exhausted all your in-house options? E-Callcenter Services is there to provide American brands with the best in call overflow handling. By engaging them as an added resource, you may be saving on money, time, and customer and agent frustrations in the future.
    Go Answer
    Location: North America
    In addition to providing web chat, email, and SMS customer service support, Go Answer provides 24/7 live help to answer your overflow calls. And, it doesn’t hurt that some of their agents are HIPAA trained, some are legal experts, and all are customer service aficionados.
    Magellan Solutions
    Locations: Serving the US, Australia, Europe, and Asia
    Truly a world-class organization, Magellan Solutions supports call centers with overflow handling across the globe (and in multiple languages). Their skilled agents are equipped with know-how and strict guidelines so they can seamlessly represent your own brand’s standard of excellence.
    A Guide to Average Speed of Answer (ASA) in the Call Center
    Numa
    Location: USA
    Numa is a call-answering service that easily connects to your existing business phone system and answers excess incoming calls. Ensuring they’re providing customers with the information they need on their preferred channel, Numa also provides callers with a texting option and then texts customers to answer their questions via SMS.
    ROI Solutions
    Location: USA
    The benefit of using this Utah-based service is all in the name: ROI (or, return on investment). They help you manage calls that would otherwise go unanswered, and in doing so, increase your likelihood of making more revenue. They also possess excellent customer relation skills, and work to best understand and emulate your unique customer service offering from beyond your office walls.
    Signius Communications
    Location: USA
    Signius provides signature overflow answering services to a wide array of organizations, including small businesses and Fortune 500 companies, and across industries (think healthcare and finance). Using them as a call overflow service lessens the likelihood of your customers waiting on hold or hanging up.
    SAS: Specialty Answering Service
    Location: USA
    Bausch + Lomb, Fujitec, and Coldwell Banker are just some of the big brands that trust SAS for their varied customer service needs. Those who work with them can enjoy answering services, call center support, virtual receptionists, and other functions that ultimately keep your customers happy, and taken care of, regardless of channel.
    6 Essential Tips to Increase a Low CSat Score
    TeleDirect
    Location: USA
    When you choose to engage for call overflow handling services, you should have confidence in them. By engaging TeleDirect, you can have that confidence in them and their ability to build your brand reputation, increase inbound revenue, and decrease your call center hiring and training costs.
    TMC: Outsourced Business Support
    Location: Australia
    Based in the land down under, TMC accommodates both small businesses and big brands with their ready-to-use call overflow handling services, no matter the reason. Whether your staff is simply too busy at a given moment, and you need to turn the service on for just a few short hours, TMC is available wherever and whenever it is needed – a truly customizable experience for their clients.
    Unicom
    Location: USA
    Last (on this alphabetical list) but not least, Unicom is well-versed in providing non-stop support from trained live operators. Companies who choose to work with Unicom can enjoy their exceptional approach to overflow handling, customer care and response, outbound and inbound calls, and more.The post Blog first appeared on Fonolo.

  • The map is not the territory

    And that’s a feature, the reason the map exists.

    The phrase reminds us not confuse the diagram or model or overview of the situation with the situation itself. Because they’re not the same.

    We make a map so we can leave things out.

    By leaving things out, we can help people focus on the core concepts we’re trying to get across. And so, the map of the London subway is not actually the London subway. In fact, it’s not even geographically accurate. That’s okay. The job of the map isn’t to show us precisely where each station is, the job is to make it easier to get around London by showing us a theory of the subway.

    And the words someone uses don’t accurately convey everything they’re feeling and thinking. They simply stake out some of that in a way that the speaker hopes will express the point they’re trying to make.

    When we decide what to leave out, we’ve made a series of decisions about the story we’re trying to tell with the parts we leave in.

  • Cloud-enabling technology at the heart of business development

    In the last year, the unforeseen effects of the pandemic have been a catalyst for prolific change in how brands and organisations engage with their customers and employees. The contact centre moved to the cloud and its agents swiftly adapted to home working. Companies across a variety of sectors had to fast track remote operations,…
    The post Cloud-enabling technology at the heart of business development appeared first on Customer Experience Magazine.

  • 5 Marketing Strategies You Should Adopt in 2021

    We’ve covered email marketing trends for 2021, but that’s just one piece of the marketing strategy puzzle. It’s never a bad idea to have a firm grasp on the bigger picture by tapping into various marketing trends that are likely to dominate in the months to come. And with how unpredictable 2020 was, having an…
    The post 5 Marketing Strategies You Should Adopt in 2021 appeared first on Benchmarkemail.

  • Salesforce Summer’21 Release Quick Summary

    Salesforce Summer’21 Release Quick Summary Continue reading →
    The post Salesforce Summer’21 Release Quick Summary appeared first on Automation Champion.

  • UJET Announces Strategic Global Partnership with Jenne

    Partnership Helps to Meet Massive Demand for Contact Center Modernization at Scale
    SAN FRANCISCO, CA – April 20, 2021 08:00 AM Eastern Daylight Time
    UJET Inc., the world’s first and only CCaaS 3.0 cloud contact center provider, today announced a strategic partnership with Jenne, Inc., one of the nation’s leading value-added Technology Solutions Distributors and a Cloud Master Agent. 
    As a UJET Master Agent, Jenne’s partner network will have full access to UJET’s CCaaS 3.0 platform and features, including UJET’s unique approach to embeddable experience, which enables businesses to fully integrate support into their existing mobile experience. 
    “The combination of UJET’s ultra-modern cloud contact center solution with the trusted experience and extensive partner network of Jenne will help tech-forward businesses and industries adopt scalable, reliable, and secure customer service tools to eliminate operational silos and create more intelligent and natural customer interactions,” said John Lynch, Chief Revenue Officer, UJET. “We’re thrilled to partner with a leader like Jenne and bring these capabilities to market rapidly and at scale.”
    The limitations of traditional CCaaS technology combined with a change in how consumers engage has left the customer journey more fragmented than ever. UJET’s CCaaS 3.0 represents a seismic shift in Contact Center operations, addressing long-standing design flaws and conventional thinking that have failed to evolve in parallel with the changing human interaction landscape.
    “Jenne, Inc. has always strived to offer unparalleled support and marketing services designed to assist our partners accelerate business growth through our vendor partners,” said Patrick Howard, Vice President, Vendor Management and Marketing, Jenne. “With UJET, our partners can now offer solutions to quickly address the challenge and frustration of the legacy, two-dimensional contact center head-on, while providing them with the ability to offer a seamless, natural, and contextual experience expected by their customers today.”
    With UJET’s mobile web and in-app support, businesses can eliminate fragmented, repetitive customer interactions while unifying their customer data for a more intelligent and contextual customer journey. Partners can also access the new UJET Virtual Agent which provides proactive, conversational AI to empower both customers and contact center agents 
    UJET’s channel partner program supports strategic business partnerships, master agents, and integrators looking to diversify their portfolio, grow their business, and partner with a leader in contact center digital transformation. More information about joining UJET’s channel partner program can be found at https://ujet.cx/partners/.
    About UJET
    UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000 agents globally and is trusted by innovative, customer-centric enterprises like Instacart, Turo, Wag!, and Atom Tickets to intelligently orchestrate predictive, contextual, conversational customer experiences.
    Learn more at www.ujet.cx and follow us on LinkedIn, Twitter, Facebook, Instagram and subscribe to our blog!
    About Jenne
    Jenne, Inc. is a leading U.S. based value-added distributor and master agent of technology products and solutions focusing on unified communications and collaboration, networking and infrastructure, video conferencing, physical security, the Internet of Things (IoT) and the cloud, including equipment and software for the Enterprise and SMB markets. Founded in 1986, Jenne is committed to providing value added resellers, integrators and service providers with a broad product selection, competitive pricing, on-time accurate delivery, outstanding technical support plus ongoing sales and technical training through Jenne University. The company is headquartered in Avon, Ohio.
    Learn more at www.jenne.com and follow us on LinkedIn and Twitter!

    Media Contacts
    Holly Barker
    UJETpr@ujet.cx
    Susan Elder, 440-471-3434
    Jenne, Inc.
    Senior Director of Marketingselder@jenne.com
    The post UJET Announces Strategic Global Partnership with Jenne appeared first on UJET.

  • MarketerMagic

    You have to keep investing in new tools and software to stay ahead of your competitors. The product is still in its early days but the set of features it offers already makes it an attractive tool for most marketers. ClickProof is a MarketerMagic feature that helps you add social proof to your website and landing pages in different innovative ways. LivePic is an innovative feature in MarketerMagic that allows you to create highly personalized visual emails for your audience. https://www.siogar.com/2021/04/marketermagic.html
    submitted by /u/adams1967 [link] [comments]

  • 10 of My Favourite Salesforce Summer ’21 Features

    It’s that time of the year again, another release is nearly upon us, which means a whole bunch of new features and functionality to play around with. Salesforce releases bring excitement both to Admins & Developers in the backend, as well as users who get… Read More

  • 10 Best Affiliate Marketing Programs You Should Sign up For in 2021

    Affiliate marketing programs are one of the most popular ways to earn revenue just by recommending products. Learn more about how they work and check out these 10 programs you should sign up for.