Author: Franz Malten Buemann

  • How to Use Schema Markup to Improve Your Website’s Structure

    Just like when I first watched The Matrix, when I initially heard the term “schema markup,” I was intimidated by the technical know-how I felt I needed to understand it.
    However, just like the movie, understanding schema markup isn’t as difficult as you might think.
    As a marketer, schema markup is important because you want to make it as easy as possible for search engines to crawl your website.

    The easier it is for Google to understand your site, the higher in search engines your website can appear.
    Below, let’s review what schema markup is, where to add it, and how it can improve your website’s structure.
    What Is Schema Markup?
    Schema markup is code you can add to your website that helps search engines return better results for users. Essentially, it gives vital information to search engines to include in your listing that can improve visibility online, as well as click-through rates.
    In 2011, top search engines including Google, Yahoo, Bing, and Yandex collaborated to create schema.org, which is a “collaborative, community activity with a mission to create, maintain, and promote schemas for structured data on the Internet, on web pages, in email messages, and beyond.”
    Ultimately, schema markup is a form of microdata. According to Wikipedia, “microdata is an HTML specification used to nest metadata within existing content on web pages. Search engines, web crawlers, and browsers can extract and process microdata from a web page and use it to provide a richer browsing experience for users.”
    For instance, schema markup will create an enhanced description — sometimes referred to as a rich snippet — which will appear in search results.
    As a result of using microdata, your website’s structure will be simple and easy for search engines to crawl, making it easier to appear higher in search results.
    1. iPhone 11 Example
    Below is an example of a search engine results page featuring listings with and without schema markup data. As you can see, three of the top four results for the iPhone 11 have schema markup data including ratings, reviews, and price.
    Although T-Mobile and Tom’s Guide are the third and fourth listing down, using schema markup microdata can improve its click-through-rate. Plus, it helps the listing stand out from the rest.

    2. Betabrand Example

    In the example below, there are three listings for Betabrand yoga pants on Google. The ones from Betabrand and Good Housekeeping don’t include additional information.

    However, the one from Amazon includes ratings and reviews.
    Again, including this type of information helps search engines provide more information that can persuade users to click on your listing.

    3. Booking.com Example

    In the example below, you can see Booking.com used schema markup to include ratings, reviews, price, and Frequently Asked Questions for an Orange County hotel. In their listing, they include a drop-down, answering questions a user might have.

    If someone is searching for and might be staying in that hotel they can learn how close it is to the airport, the average cost, and the ratings.

    Where to Add Schema Markup
    You can add a variety of microdata depending on your service or product.
    For example, you can include:

    Reviews
    Star ratings
    Pricing
    Availability
    Events
    Location
    Price range
    Payment options
    Store hours

    The options are endless. No matter what service or product you sell, you can use schema markup to enhance your search engine listings.
    So, how do you add schema markup to your site?
    Schema Markup Generator
    The process is actually pretty simple. All you need to do is use a schema markup generator.
    Step 1: Go to Google’s Structured Data Markup Helper
    Step 2: Select the type of listing you want to add schema markup to. Then, copy and paste the URL in the form field.
    Step 3: Add schema markup data on the right pane by filling in the information you want to show up.
    Step 4: Hit “Create HTML” button.
    Step 5: Copy and paste the yellow, highlighted code. This is your schema markup code. Alternatively, you can hit the “Download” button to grab the code.
    Step 6: Paste the code into your content management system.
    Once you’ve gone through this process, you’ll want to then test your schema markup to make sure it shows up correctly in search engines.
    If you use HubSpot, you can actually use a Schema Helper integration to add schema markup to your posts.
    Below, let’s review how to test your listing.
    Schema Markup Tester
    Now that you’ve added the schema markup code to your site, it’s time to test it out. You can do this by using the Google Structured Data Testing Tool.
    You can test your schema markup two ways: by URL or code.
    To test the URL, all you need to do is copy and paste the URL of the webpage you want to see. Then, the tool will showcase a preview of your listing.
    To test the code, you can copy and paste the code the structured data markup tool generated for you. Again, a preview of your listing will appear.
    While schema markup may seem technically intimidating, it’s actually a simple process. By using schema markup code, you can increase the visibility of your search engine listings and improve click-through-rates.

  • Adapting to Thrive, Not Just Survive, Through Conversational Commerce

    The Covid-19 pandemic accelerated adoption of digital solutions for thousands of businesses that suddenly found themselves cut off from their customer base. For many, the speed of bringing these new solutions on board became the difference between success and failure but, in truth, it’s a trend that has been coming for some time now. Customer…
    The post Adapting to Thrive, Not Just Survive, Through Conversational Commerce appeared first on Customer Experience Magazine.

  • The difficult choice of disappointment

    All forward motion disappoints someone.
    If you serve one audience, you’ve let another down. One focus means that something else got ignored. If you create something scarce, someone won’t get their hands on it.
    The very act of creation means that it won’t be the ideal solution for everyone.
    On the other hand, with certainty, we know that doing nothing disappoints an even larger group of people.
    The opportunity is to find someone to delight and to embrace the fact that someone is not everyone.

  • The Role IT Will Play in the 2021 Contact Center

    If 2020 was a year of lessons learned, 2021 should be one of activation and growth. IT departments stood out in their ability to manage change quickly, adapt to new scenarios, and help support organizations when they need it most. Armed with expertise and the confidence of their executive teams, the next few months for CIOs and CTOs will be the prime opportunity to cement themselves as the critical driver for the future of their business. Full Article: https://www.nojitter.com/contact-center-customer-experience/role-it-will-play-2021-contact-center
    submitted by /u/vesuvitas [link] [comments]

  • Kissing a Cactus: How Your CX Listening Skills Can Make This World A Better Place

    “Have patience, the sun will return… Midsummer Night’s Dream will be performed again. We will be able to meet and hug each other again”, King Willem-Alexander of the Netherlands said in his Christmas speech. He gave his audience a message of hope for the future. It is good to look ahead. Although, if you forget…
    The post Kissing a Cactus: How Your CX Listening Skills Can Make This World A Better Place appeared first on Customer Experience Magazine.

  • How to Run Marketing Team Meetings That Don’t Suck

    Meetings suck. They’re time for people to avoid doing actual work, stare blankly at each other, throw in generic comments to look like they’re paying attention, and if you’re lucky, maybe come out with some wicked notebook doodles.
    Is that how people perceive your marketing meetings? I hope not, because they don’t actually have to be that way.

    Turn your marketing meetings into something useful by — you guessed it — creating compelling content! (Oh my gosh, inbound marketing concepts work in real life, too!)
    As your team grows, it’s important for everyone to get in a room together and talk about what they’ve been working on in their corner of the world. So to ensure those marketing meetings aren’t blocks of time your team dreads, make note of these tips for how to make marketing team meetings truly useful for your employees.

    How to Run an Effective Meeting
    While this post will primarily focus on marketing meetings, I want to address a team-agnostic section about effective meetings as a whole.
    As I said above, meetings can be a grandiose waste of time. It’s tempting to run your work by others, gather feedback or affirmation, or simply avoid the tough stuff by calling meetings.
    I’m here to tell you — don’t do it. The first step to running effective meetings is to only schedule meetings when absolutely necessary.
    Quarterly meetings to report on company progress and important news? Of course. Monthly meetings to touch base on KPIs and recruit help for projects? Sounds great. Weekly meetings to report on current responsibilities and asks? I’m torn on whether this one is necessary, but for large teams or teams with new employees, this could be a good move.
    Every moment in a meeting is time away from heads-down work, the work that arguably moves your business forward. Are meetings necessary to take a break, touch base, and rally with your team? Of course.
    Secondly, to understand the effectiveness and efficiency of a meeting, ask your team. Ask, “is [meeting] helpful for you? If so, what are its top two benefits for you?” This can help you understand what percentage of your teams finds value in your meetings and what components or agenda items may be able to be removed to save time.
    Speaking of agendas, let’s discuss next what your marketing meeting agendas should resemble.

    Marketing Meeting Agenda
    Whether your marketing team meeting is weekly monthly, this section will explain the content you should every single time. We also recommend creating a slide deck that you project for your team in each meeting so you can all follow along with each agenda item.
    Marketing Meeting Agenda Example
    For every meeting, you should have a dedicated agenda slide that lays out three things:

    What will be discussed in today’s meeting
    Who will be leading each discussion
    How much time is allotted for each discussion

    Take a look at one of our recent marketing team meeting agenda slides:

    Outlining who is talking, what they’re covering, and how much time they have to discuss it will help prevent the meeting from getting derailed. It will also prevent people from delving into unproductive conversations that are best had at another time and place.
    As for what components should be on your marketing meeting agenda, let’s discuss what to cover during your marketing meeting.
    Review Important Metrics
    Do a quick review of your most important marketing metrics. These shouldn’t be niche metrics, like email unsubscribe rate, social media reach, or blog subscriber growth; save those for your monthly meetings where you review month-over-month progress.
    These should be the metrics your marketing team is measured on. In other words, at the end of the month, what metrics will tell you whether the marketing team succeeded?
    While every business will likely review something different depending on their business model, here are some ideas for you:

    Leads waterfall
    Sales waterfall
    Volume of marketing qualified leads(MQLs)
    Paid vs. organic leads breakdown
    Website traffic

    It’s important to review your team’s important metrics because these are how you’re measured onas an overall marketing team. And if you don’t all know how you’re faring as the month progresses, individual contributors can’t do anything to step up and help your team’s numbers improve.
    A Bit of Education

    Marketing meetings should be a healthy mix of state-of-the-union content and educational content. Each week, have a couple team members present briefly about interesting projects they’ve been working on. This serves two purposes: it lets people know what their team members do all day, and they get to learn something new!
    Think about it … wouldn’t it be interesting for a blogger to learn a little bit about a PPC experiment? Or for a social media intern to learn about the results of the latest email A/B test?
    Sharing lessons from projects helps everyone expand their knowledge base, sidestep landmines if a project backfired, and implement effective new techniques that they never knew worked.
    Boom — everyone leaves your weekly meeting a smarter, better marketer!
    The Nitty Gritty Retrospective

    Your meeting should also contain a review of the projects each employee (or if you’re a larger marketing department, each team) worked on last month/quarter/year, plus the results they’ve seen.
    This is good for a few reasons. First, it keeps everyone accountable knowing that each meeting they need to stand up in front of their colleagues and explain just what they do all day. Second, everyone gets to learn from what everyone else worked on and become generally better marketers. Third, it helps everyone identify how individual teams are faring, and what projects they’re doing to improve their own metrics.
    For example, if you have a social media team, this is their opportunity to report on the success of every single social network they manage. How is their reach faring? How much traffic are those networks sending to your site? How many leads are being generated? Why are some networks more successful than others?
    While your weekly meetings (if you have them) may focus on more high-level, team-based metrics, a monthly or quarterly meeting is a good opportunity to do a deep dive into the channels and metrics that enable the entire team to meet its goals.
    How You’ll Meet This Month’s Goals

    After the retrospective, each employee or team should also present on their individual goals for the month or quarter, and how exactly they will meet those goals. This is not the time to be generic.
    Teams should explain, point by point, everything they’ll be doing during the time period to meet the metrics they’re measured by.
    For example, let’s say the email marketing team is responsible for driving more reconversions this month. What exactly will they do to, well, do that? Well, that slide might have some initiatives like A/B test email copy with and without a P.S., anoffers analysis to determine which offers convert at the highest rate, list segmentation experiments, tailoring lead generation offers to align more closely with personas to improve CTR … the list could, and should, go on.
    This is also a critical time in your meeting for feedback. Build in time during every presentation — at least 5 minutes, more if you find you need it after a few meetings — for each team to solicit feedback on their proposed projects. This will help individual teams from getting derailed on projects that might not help them meet their goals, or perhaps other members of the marketing team have fantastic ideas that the teams hadn’t even thought of yet!
    Big Wins
    A little bit of recognition is a good thing. Set aside a couple of minutes — come on, you can’t find 5 minutes? — to showcase some of the amazing things your team members or department as a whole have accomplished.
    This could be anything from press coverage, speaking engagements, engaging with power players on social media, a smash hit blog post, an email that received unprecedented click-through rates … you get the point. It’s easy to harp on where you’re falling behind, but a little cheerleading can help rally your team and remind them just how successful they can be when they put their mind to it.
    Solicit Help
    Everyone should have the opportunity to solicit help from team members during your marketing team meetings. The larger your team gets, the easier it is to work in silos — but everyone has their own little super powers that sometimes go unnoticed.
    If there is a platform during every meeting for employees to share (if they need it) something they need a little help with, you may find others pipe up with a simple solution or resource that solves the problem.
    There should also be a few minutes built into each presentation for a little feedback. If someone is presenting on the progress of an ongoing project, part of “soliciting help” may be getting feedback on what steps to take next. For example:

    Is this project still worth pursuing?
    How should we measure the success of this project?
    Does anyone have a solution to a major roadblock?

    So while there should be a few minutes at the end of each meeting dedicated solely to giving employees the floor to solicit help, time for feedback should be built into presentations if the presenter needs it.

    You know what content to include in your marketing team meetings. Now, let’s discuss how to make those meetings run smoothly. These tips, despite helpful content, can make or break the usefulness of any marketing meeting.
    1. Stay on time.
    Start on time, you end on time, and honor the budgeted time set for individual presentations. I know it’s hard, especially when there’s a good discussion going on, but delegate a timekeeper who lets presenters know when they’re coming up to the end of their allotted time.
    If you’re vigilant about this, people will start to self-edit their presentation, and meeting-goers will self-censor their comments, only contributing what truly needs to be said.
    2. Don’t allow computers …
    … said the internet marketing company. Seriously though, only the meeting coordinator should have a computer to pull up the agenda and presentations.
    If others bring their laptops, you’ll find people can’t help but check their emails, get little bits of work done, and chat online, no matter how riveting the presentations are.
    3. Build in time for a break.
    Your weekly meeting may only be 30 or 60 minutes, but your monthly meeting could take a lot longer. In that case, build in time for people to get up, stretch their legs, go to the bathroom, get coffee, whatever.
    You’ll start losing people’s attention otherwise.
    4. End every meeting with action items.
    Whatever you talked about during your meeting should be revisited briefly at the end of the meeting, preferably by the meeting coordinator. If you spend 20 minutes talking about how to solve your lead shortage problem at the beginning of your 90-minute meeting, there’s a good chance some of the to-dos and initiatives trickled out of people’s minds.
    Make sure there’s someone taking notes throughout the meeting, and allot five minutes at the end of every meeting to review what people should start doing once they walk out of that meeting room.
    5. Consider your remote folks.
    Whether your entire team or just a few members are remote, it’s important to consider the remote meeting experience. As a remote worker myself, dialing into meetings as one of the few remote attendees takes a bit to get used to.
    Research helpful technology to mitigate the gap between in-office and remote workers. Zoom is obviously a great choice, but other technology like The Meeting Owl by Owl Labs may be a good fit for your team. At the start of each meeting, test your connectivity and walk through your slides to be sure the message is clear for folks at home.

    Source: Getty Images
    Most importantly, gather separate feedback from your remote team members to understand their struggles and accommodate their requests.
    6. Review metrics and celebrate wins.
    You know those marketing metrics you decided to measure and review in the first section? The ones that noted your team’s progress throughout the month?
    Now’s the time to see whether you hit your goals or not! If you hit your goals, do two things: celebrate, and explain exactly why you hit those goals. That second one is critical. Someone should explain what marketing activities strongly contributed to you hitting, say, your leads goal. That way you can repeat those activities this month!
    Meetings Don’t Have to Suck
    Meetings are a necessary part of work. They’re a time to celebrate wins, ask for feedback or help, and get aligned with your team and company.
    Sit down with your colleagues to audit your meeting schedule and see where you can trim time or cut meetings altogether. Effective and efficient meetings are much more important than meetings for the sake of it. Your team will thank you.
    Editor’s note: This post was originally published in July 2012 and has been updated for comprehensiveness.

  • How to Leverage Sensory Language in Your Blog Posts [Data + Expert Tips]

    Check this out:
    “You’re sitting in the creaky, mesh-backed, black ergonomic desk chair you bought at a discount off Amazon — hunched over, eyes reluctantly wide open, staring intently at a dimly lit laptop screen bearing a blank document.
    It’s 4:45 PM. For most of the day, you’ve heard hardly anything except for the occasional click-clack of keys to commit some fruitless inspiration to your blog post and the intermittent spells of grating silence that came after deleting everything you jotted down.
    The lasting taste of the coffee you drank about two hours earlier has gone sour but still coats your tongue and the roof of your mouth. And you can feel the effects of the caffeine slowly waning. Subtle muscle fatigue is setting in. Your eyelids are heavy and it’s a struggle in and of itself to keep them from covering your aching, weary eyes.
    Your mind has gone stagnant — trapped in the clutches of what’s most commonly known as writer’s block.”
    Now, I like to think that passage was vivid and immersive, and that’s mostly a credit to the kind of language I used and the personal sensations I played on — specifically how it described the sensory experiences of the subject matter.
    That language is most commonly known as sensory language, and it’s a powerful resource for any writer to understand and apply. Here, we’ll cover what sensory language is, review some of the data surrounding it, and go over how you can use it in your blog posts.

    Sensory language is used to describe the five primary senses — touch, sight, sound, smell, and taste. They’re most commonly used to convey the specific details of scenes or add a more imaginative element to concept descriptions.
    Sensory language is most commonly associated with literature. It’s a central component of most fiction and poetry, but that doesn’t mean this kind of vocabulary is exclusively artistic in its application. Marketers stand to gain a lot from understanding how to leverage it as well.
    Let’s take a look at some of the data on sensory language to get a better picture of why it’s effective and how to apply it.
    What Data Says About Sensory Language
    Our day-to-day experiences are multisensory, but that’s hard to capture linguistically.
    A 2012 study from Charles Spence, published in Science Direct, established that “most of our everyday experiences are multisensory.” Very rarely — if ever at all — are our senses siloed when we perceive the world around us.
    That said, the English language is limited in its ability to capture that phenomenon and general sensory overlap. In his book Sensory Linguistics: Language, Perception, and Metaphor, linguist Bodo Winter, explains those limitations by describing the experience of eating Kimchi.
    He says, “The experience involves the salty and spicy mélange of pepper and garlic notes that excite the taste buds, on top of the fermented smell, the tingly mouthfeel, and the crunchy chewing sound.”
    Though his description is vivid and engaging, he notes that “conveying this experience forces the use of decoupled sensory adjectives such as salty and crunchy. The compression inherent in these words, each one singling out one aspect of the experience, means that the simultaneity of the multisensory taste experience cannot be conveyed.”
    This passage helps illustrate what might be the main challenge that comes with using sensory language. Ultimately, the goal is to capture a seamless multisensory experience, but the language you have at your disposal is mostly categorized by individual senses.
    Taste and smell are the most difficult senses to describe.
    The five senses are essentially tiered when it comes to expressing them linguistically. Certain senses are more ineffable — or difficult to put into words — than others.
    A 2014 study from Stephen Levinson and Asifa Majid, published in the journal Mind and Language, found that “in English, at least, it seems generally easier to linguistically code colors than (non-musical) sounds, sounds than tastes, tastes than smells.”
    Everyone’s sensory perceptions are different, but how we individually experience taste and smell — also known as “the chemical senses” — is particularly unique.
    A landmark 1990 study in the journal Physiology and Behavior found that the number of taste buds humans have on their tongues can vary radically from person to person. It’s also been found taste and smell vary as a function of factors like age, gender, and culture.
    In short, it’s tough to capture the essence of senses so personal and, in turn, ineffable. And the English language’s limited vocabulary for the senses doesn’t exactly make things easier.
    As Winter puts it, “Detailed descriptive characteristics of smells are not encoded in the English lexicon.” Instead, smell is often described in terms of perceived pleasantness through words like aromatic and pungent.
    It might seem like taste and smell have less practical application in marketing — especially when it comes to elements like blog copy — but don’t count them out. You can get a lot of mileage out of those senses if you can convey them articulately and compellingly.
    The perception of taste and smell is more emotional than other senses.
    Though these senses are harder to capture, it’s in your best interest to try when appropriate. Sensory language is used to invoke meaningful images and feelings. And research indicates that language describing taste and smell bear more emotional weight than other kinds of sensory language.
    As Winter puts it, “Taste and smell [as senses] are more emotional in perception, and the associated words are more emotional as well, compared to words from the other senses…There is, by now, a wealth of converging evidence for the emotionality of taste and smell language ”
    This point can mean a lot in the context of certain schools of marketing. If you can believe it, emotionally charged and compelling language can be an asset to a company’s emotional marketing efforts.
    And if you’re interested in using sensory language in your copy in the interest of that cause, it’s worth having a pulse on which aspects of the concept are the most emotionally evocative.
    Multisensory language makes for better marketing.
    As I mentioned, our perception of the world around us is always multisensory, so it’s intuitive to assume that we’re naturally more receptive to marketing that reflects those kinds of experiences. And the data on the subject is consistent with that notion.
    A 2009 study published in The Journal of Consumer Research focused on how multisensory advertising impacted subjects’ perceptions of taste. It found that multisensory ads result in higher taste perception than ads focusing on taste alone.
    And while the study focused primarily on multisensory advertising’s impact on a single sense, other researchers have extrapolated upon its findings and assumed it applies to the other senses as well.
    What does this tell us? Well, this means that multisensory marketing — supported by tactful use of sensory language — is more engaging and enriching than marketing that focuses solely on conventionally touched-on senses like sight or sound. It shows that there’s tremendous value to using a robust sensory vocabulary in your copy.
    How to Use Sensory Language in Your Blog Posts
    Understand when it’s appropriate to use.
    First and foremost, you need to understand that sensory language can seem awkward and jarring when you force it in certain contexts that don’t necessarily warrant it.
    For instance, if you’re writing a matter-of-fact, professional post about a business concept, you probably wouldn’t want to use sensory language while defining it.
    Take this definition from a HubSpot blog about strategy consulting:
    “Strategy consulting is when businesspeople — generally executives, boards, or management — bring in a third party to offer an outside, expert perspective on their business challenges. Strategy consultants usually have considerable industry knowledge and are expected to assess high-level business issues objectively. They take a holistic look at specific problems companies are dealing with and give advice on how they should approach them.”
    It’s more appropriate to keep that aspect of the article more straightforward and professional. Overloading it with sensory language might undermine your ability to clearly establish what the concept is. That said, there are ways you could incorporate sensory language to bring that dry concept to life and make it engaging.
    Add a narrative element to the post.
    Even though sensory language might not be the best way to convey the more rigid, objective aspects of your post, you can still use it to qualify and illustrate certain concepts. One of the best ways to do that is by giving your piece some narrative flair.
    This method gives you some space to use sensory language and make concepts more engaging and entertaining. Here’s an example of how you could do that when covering the concept of strategy consulting I just described above:
    “Picture this: A CEO sits, poised in a high-backed pleather chair at the head of an engineered wood conference table, eyes shut tight with a cast of stuffy, sharply suited board members flanking the table’s sides. They look on intently — expressions caught somewhere between frustration and desperation.
    The smell of stale coffee and the special kind of silence that only comes after an hour or so of beratement hang in the air. Day has turned to night out the floor to ceiling windows without any resolution about how to amend the company’s recent marketing campaign — the one that’s been trending on social media for all the wrong reasons.
    The CEO finally opens their eyes, and in a tone that’s equal parts stern and exhausted, they say it: ‘We need to bring someone in.’
    Enter the strategy consultant.”
    With that kind of description, I was able to set the stage, capture reader attention, and pave the way for a more thorough description of what a strategy consultant does.
    Use metaphors or similes.
    This point ties into the one above — to a certain extent. Sometimes the subject matter you’re writing about is too dry to pull a narrative from without coming across as desperate to force sensory language on a concept that it doesn’t naturally gel with.
    In those cases, it can help to use metaphors or similes — rife with sensory language and vivid description — to simultaneously engage and inform the reader. For instance, let’s imagine you’re writing a piece about quote graphics. You might want to incorporate something like this:
    “Think of your quote as the entree to a Michelin star meal — an immaculate cut of filet mignon that tastes like heaven and cuts like butter.
    It’s the centerpiece of the dish, and it’s delicious in its own right, but some side dishes and ‘eye-eats-first’ presentation would take it to another level. By filling out the plate with crispy, golden-roast potatoes and perfectly charred, still-sizzling Brussel sprouts, you can take the dish from ‘intriguingly a la carte’ to ‘bonafide five-star.’
    That’s the fundamental principle behind quote graphics. The engaging backdrop, distinctive font, and other engrossing visual elements you use can elevate your content and make it compellingly complete.”
    Though it might not always be obvious, you can often find ways to incorporate sensory language into your blog content. And when done tastefully and effectively, it can pay off in spades. So if you’re interested in finding ways to add some oomph to your blog copy, consider taking some time to better understand sensory language.

  • CX Stars Voting is Open!

    CX Stars is Customer Experience Magazine’s annual list of the UK’s most dedicated CX Professionals and CX Influencers and after last year’s success, it’s back and voting is now OPEN! Our shortlist of these incredible CXers is now published and we want you, our valued readers to vote for them, to catapult them into CX…
    The post CX Stars Voting is Open! appeared first on Customer Experience Magazine.

  • Boost Agent Satisfaction in Your Contact Center with These 9 Inclusive Practices

    Fostering an inclusive work environment is essential if you want a high-performing contact center team.
    If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires.
    This is why fostering a culture of inclusion, especially today when contact center workers are on the front lines of your business supporting your customers. By creating an environment where your agents feel appreciated, valued, and accepted, you set your team up for success even before they hit the phone lines.
    3 Reasons Why Agent Satisfaction is the New Customer Satisfaction
    1. Hire agents who demonstrate empathy
    Empathy has been a hot topic in the contact center industry this past year. And for good reason — agents who demonstrate this quality are more successful in customer service roles and are great for fostering a positive and inclusive work environment.
    When hiring, it’s important to look beyond the job qualifications and look at their soft skills and personality. Ensure they align with your business’ values, especially when it comes to diversity and inclusion. 
    2. Train your leaders appropriately
    You can’t create an inclusive work environment if you don’t have leaders willing to emulate those ideals. Better training for agents and leaders will be a big contact center trend in 2021 and beyond.
    That’s why it’s crucial to provide additional training to those in leadership positions so they can demonstrate and speak to these inclusive practices. That will set the tone for new hires and sway existing team members in the right direction.

    TIP:
    Be as flexible as possible when providing training, and encourage your agents to share what they need from you to succeed. Not everyone will benefit from the same training tactics!

    3. Vary your training styles
    Training isn’t a one-size-fits-all kind of deal. All individuals learn at different paces and in different ways. Don’t just expect them to read from the training manual and be ready to hit the ground running. 
    Offer a variety of sessions and materials that include roleplay, one-on-one coaching, and even quick tips and one-pagers. That will allow your agents to absorb the information more effectively and approach their role with confidence.
    4. Provide sensitivity training
    Your agents likely come from all walks of life, bringing unique and diverse experiences. However, it’s essential to prepare them for customer engagements they might not have as much experience dealing with.
    By providing regular sensitivity training, you can arm your team with the knowledge or tools they need to support your customers of all abilities, genders, cultures, and more with respect and understanding. 

    FACT:
    Language can be a huge barrier for customers. In the UK, approximately 40% of contact centres have started to support languages other than English. – WhosOn

    5. Empower your frontline workers
    Day after day, your agents connect with your customers and get real-time information making them valuable knowledge sources. The last thing you should do is dismiss their opinions! 
    Create opportunities for agents to voice their suggestions and concerns. One great way to do this is to form committees and groups within your organization. But remember: agent empowerment only works if leadership listens and follows through on their feedback. So be prepared to listen and take action!
    6. Offer support proactively
    Often, individuals who require additional support and accommodations are expected to submit a request to management. However, by putting the burden on your employees, you convey that their accommodations are just more work for leadership.
    Instead, train your leaders to be observant and offer support proactively in a sensitive manner. That may be as simple as saying, “I noticed you’re having some trouble with X; what can I do to help make your work easier?” This question not only shows their willingness to go the extra mile but also alleviates any hesitation they might have had about requesting accommodations. 

    TIP:
    Encourage your agents to take the initiative and start their own groups to reflect diversity and inclusion in your workplace — for instance, a diversity and inclusion committee or an LGBTQA+ committee.

    7. Alleviate key stressors
    It’s no secret that working at a call center can be stressful. Suppose your business is committed to providing an exceptional work experience for its agents. In that case, it’s worth it to identify common stressors and find solutions to ease the burden off your agents.
    One of the most common issues is high call volume, which can often happen unexpectedly! Consider adopting call-back technology, which defers less urgent queries to a later time so your agents can focus on serving the customers who need them most.
    How to Make Your Contact Center More Resilient
    8. Create a nurturing work environment
    Many contact centers boast competitive cultures, which makes sense, considering they often align success with goals and sales targets. With that said, it is still possible to create a nurturing culture.
    Your business can do this by outlining measures of success other than sales, revenue, and KPIs. Start acknowledging agents who deliver exceptional service, solve challenging customer issues with patience, and support their fellow agents.
    9. Practice what you preach
    Of course, the above tips will do you no good if your business doesn’t follow through. If your agents feel that this is all just a charade from management, not much will change. 
    Shifting to an inclusive culture can be challenging, but it’s absolutely worth it if you want to maintain agent satisfaction while providing exceptional support to your customers!The post Blog first appeared on Fonolo.

  • Born to run (things)

    The first half of Bruce Springsteen’s autobiography makes some things abundantly clear:

    He had no natural ability to play the guitar. In fact, after his first lessons, he quit, unable to play a note.

    He had no singing talent. Every group he was part of needed a lead singer, and it wasn’t him.

    And just about everyone dismissed him. Audiences walked out, his first agent simply stopped returning his calls and bandmates gave up and moved on.

    He didn’t even know how to drive a car. Not only wasn’t he dating in high school, he wasn’t even cruising around town, being a charismatic rock star.

    Talent is overrated. Skill is acquirable.

    Showing up is something almost every creative leader has in common. In business, in the arts, in society. Consistently shipping the work, despite the world’s reaction, despite the nascent nature of our skill, despite the doubts.

    And community is essential. The people you surround yourself with can reinforce your story, raise the bar and egg you on.

    After the fact, the community becomes an integral part of your story of success. But first, you have to commit to the journey.

    [That’s what happens in the Creative’s Workshop.]

    For more on the creative commitment, check out this extraordinary conversation between Brian Koppelman and director Ron Howard.