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  • Rude customer wants product service without of warranty. He threatens to shame the company through social media reviews with my name in them.

    Hey, I work in customer service for computer gadgets retail. The customer got an out-of-warranty defective router. The customer is threatening to help him, even though I cannot do anything without a warranty. How should I respond to claims like this from customers? submitted by /u/ArgyleDiamonds [link] [comments]

  • A reliable solution for B2B lead generation: CallerSmart Pro

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

  • 3 Ways to Use Artificial Intelligence in Your Call Center

    Wondering how to use artificial intelligence (AI) in your call center? It’s a hot topic, and many call center managers want to know what this rapidly evolving technology will mean for their organizations. There are so many questions — and some concerns, too. Some people worry that AI is dangerous. Others have their eyes on job loss, thinking that AI might replace human agents altogether. For some, there’s nothing to see but opportunity, and they want to discover everything they can about AI technology for their contact center.  
    There is plenty to learn about artificial intelligence and its cousin, machine learning (ML). For starters, let’s debunk the myths and get to the facts. The first thing to know is that AI is not something to fear. On the contrary, it’s an excellent tool to enhance the customer experience and give your contact center a boost. Here are some answers to common questions about AI. And a few ideas about harnessing this emerging technology to help optimize your call center operations. 
    What is Artificial Intelligence?  
    At its core, AI is a computer technology that is considered “smart,” meaning that it’s able to mimic human thinking. AI can perform tasks that typically require human intelligence, such as making predictions, planning, and adapting to circumstances. AIs can also understand and even translate languages. Machine learning is a branch of AI that involves training computers to discover patterns in data sets. The computers then use those observations to make inferences and decisions with little human action or instruction. 

    FACT:
    The lockdowns of 2020 and onwards accelerated the rate at which contact centers adopted AI technology. Contact centers made a move to AI-powered IVR systems and chatbots to assist with huge customer call demand.

    Will AI Replace Human Agents?  
    It’s not surprising that job loss is one of the major concerns about AI. Much of what we think we know about AI is speculative — and portrayals of AI in books, movies, and other media have been unflattering at best, and terrifying at worst. From autonomous robots that want to take over the world to ferocious canine war machines, we often aren’t provided with positive images of the potential for AI technology.   
    In the real world, there is a strong consensus amongst tech industry experts that AI will significantly benefit people in the workforce. In the contact center, AI can route customer calls, answer simple questions, and write and send general emails. AIs are already doing these tasks. They don’t threaten agents’ employment because these tasks don’t require the friendly touch of a human agent like many other customer interactions do. 
    Some tasks definitely DO require the human touch, and AIs can help with that, too, by eliminating mundane tasks like data entry and staff scheduling, giving employees more time to focus on tasks that require a human touch. AI technology can further support agents with its ability to analyze call sentiment in real time and offer in-call scripting recommendations. AI can help the agent understand what the caller wants to accomplish and how they feel, improving metrics like first call resolution and average handle time.  
    A Guide to Improving Call Center Operations
    3 Ways to Use Artificial Intelligence in Your Call Center  
    Using AI can enhance your customer’s experience while also revolutionizing the workday for your agents. Here are three ways you can harness the power of AI to improve contact center operations.  
    1. Improve Customer and Agent Experience with AI-Powered IVR 
    Interactive voice response systems are the front line for call centers. They act as guides to connect customers with the correct agents for their specific needs. IVRs can save agents time by correctly transferring their calls and improving the customer experience. Equipping your IVR system with AI is a game changer.
    AI-powered IVR can use natural language processing to answer specific customer inquiries, which leaves room for the more specialized inquiries (like questions about repairs) to be patched through to live agents. NLP also makes it easier for customers to navigate the IVR, as AI can make the best decisions for skills-based call routing depending on customers’ requests. Customer interaction with an AI that involves smart call routing might look like this: 
     IVR: How can I help you today?
    Customer: I need to pay my membership fees.
     IVR: No problem. Allow me to direct your call to the next available Membership Services agent. They’ll be with you shortly.    

    TIP:
    Fonolo’s Visual IVR system allows your contact center to offer customized call-backs to customers on landlines, online, and via their mobile devices.

    2. Improve CX with “Chat Now” Functionality Monitored by AI 
    Nothing personalizes a customer’s experience more than providing the ability to get in touch with an agent using the medium of their choice. Offering a “Chat Now” option on your website, where customers can get instant assistance, provides flexibility for resolving online inquiries, no matter the time. An AI-powered chatbot can answer your customer’s questions at any time. It can never be too busy — there’s no queue for chatbots. Customers can click “Chat Now” any time of day and receive immediate answers to many of their questions, written in natural language. 
    The Importance of Personalized Customer Service
    3. Improve Operations with In-Depth insight into Metrics and KPIs 
    AI can take your contact center’s statistics and provide an in-depth analysis of every data point. It can connect dots you might have missed and provide insights into metrics like average handle time and first-call resolution rate. By analyzing customer sentiment, and the tone of the call, AIs can also shed light on your customer experience, and agent performance, improving your entire call center operation. The post 3 Ways to Use Artificial Intelligence in Your Call Center first appeared on Fonolo.

  • How This Small Business Owner Went From an Etsy Store with $100 to making 7 Figures in Sales

    At just five years old, Janet Hoang already had a ton of business savvy. After acquiring a surplus of a certain in-demand item, she figured out a way to earn some extra money from her kindergarten classmates.“I don’t know why, but my aunt spoiled me with Hello Kitty stationery,” Janet said. “I would tear apart my Hello Kitty notebooks into five pages and sell them for $5 [to my peers]. That’s how I paid for my snacks.”And that was just the beginning. When Janet was in sixth grade, she was inspired by Ashley Quall – the 14-year-old who created her website that offered HTML tutorials and Myspace layouts. Janet had read about Quall from a Seventeen magazine she got from her middle school library. The story galvanized her to write up her very own in-depth business plan which she presented to her father.While she wasn’t quite ready to open up her own business as a preteen, all that drive would pay off. By age 21, Janet had already earned six figures from her lifestyle brand Janet Gwen. And today – seven years later – her business has steadily grown and reached seven figures in sales. Here’s exactly how she did it.Crafting one-of-a-kind products in her high school art classThe fact that Janet would spend a ton of time in art class her senior year of high school was happenstance. Because she took on such a heavy course load – enrolling in eight classes a semester instead of four like the rest of her peers – she finished up her requirements early.While that may have been overwhelming to some, it wasn’t for Janet who always had a strong work ethic. In fact, she was reading at a college level by the time she was in fifth grade.“So what happens when you take all the classes?” she said. “Then you only have electives like art classes. I felt like I went to art classes three times a day.”It was in her high school art class that Janet would create and sell her very first product – a decorated phone case. She got the idea to do so after her mom had given her one. The only problem? It wasn’t cute.But as the daughter of immigrants, Janet’s family didn’t have a ton of extra money and her first instinct was never to ask her parents to buy her something. Instead, she decided to take matters into her own hands.“Instead of being like, ‘Oh, let me buy a pretty phone case.’ I was like, ‘let me just paint this.’”At the time, her art class was learning about a painter who used a unique swirl technique which inspired Janet to create a similar design for her phone case with acrylic paints. Janet’s classmates quickly took notice of her custom case and started asking the teenager if she could paint their phone cases, too. View this post on Instagram A post shared by JANET GWEN (@janet.gwen) So that’s exactly what Janet did. She would paint various designs on index cards and pass them around school – a sort of catalog if you will. After choosing their favorite designs, her classmates would give Janet their phone case and she would work her magic. She sold these cases for anywhere between $12-$20.This make-shift business became so popular that Janet had to hire classmates to help her with the logistics of collecting and delivering the cases. It also got to the point where her art teacher and principal caught on. And while students weren’t technically allowed to run their own side hustles, everyone was super supportive of Janet and her talent.“Everyone believed in me,” she said. “My art teacher was like, ‘Janet, I just see you making a million dollars.’”Unfortunately, by the time senior year was wrapping up, Janet had felt immense pressure to pause her business aspirations and go to college for a practical job. She was nominated by her school for a full-ride scholarship to UNC Chapel Hill, but to continue the application process, she would have had to go through a series of interviews and at the time, she wasn’t sure what she wanted. This led her to withdraw her application.“The Morehead scholarship felt like so much pressure,” Janet said. “There was no guarantee that I’d get it. I didn’t even attempt it, probably because of my fear of failing. But also, to have to commit to four years of school that I’m not even sure I want to do?”Instead, she went to community college and took on a bunch of part-time jobs. But all along, she continued to work on her small business – a dream she just couldn’t let go of.Going all in on her small business and opening up an Etsy shopDuring college, Janet was doing a little bit of everything. After she’d get done with her classes, she’d go to her part-time jobs where, somehow, she managed to always get promoted. It got to the point where the 19-year-old was slacking on school and working 90 hours a week in retail.“I remember just being so bored one day in a retail shop [during my shift].” Janet said. “And I was like, am I going to work so hard for someone else – because I turned every part-time job into a full-time job. All my managers loved my work ethic – or am I willing to work hard for myself?’”That epiphany drove Janet to get back to focusing on her small business. She opened her very own Etsy shop in 2014 for exactly $100. All she needed was plain cases and acrylic paints, most of which her art teacher from high school provided her with. She ran all of the operations from her mom’s house.Things moved quickly for the fledgling entrepreneur. Within the first week, Janet had already received many domestic orders along with 17 international orders from places like Japan and France. Janet attributes this boom to a few things. For one, she had an in-demand product – marble phone and laptop cases – and was doing things differently than any other online shop at the time. View this post on Instagram A post shared by JANET GWEN (@janet.gwen) “When I got my first MacBook I was like, ‘let me look up all the cute stuff [other retailers] have. But it was all boring to me,” she said. “So I made my first mobile laptop case with contact paper. We were the first person to come up with the golden marble laptop case.”Another factor was that social media was quite different then, and Janet’s aesthetically pleasing phone cases were a huge hit online. She got a ton of traffic just by sharing her work on Tumblr and Instagram and even went viral on Pinterest.💡Janet grew her small business thanks to social media – you can do the same by using Buffer to schedule your posts, analyze your social media strategy, and engage with your audience. Get started for free today!“I was posting my phone cases and they would get so many likes — the Instagram days when everyone gets likes and views — So we were picking up so much traction.”The entrepreneur also had partnerships with influencers before the term influencer was even a thing. Accounts with huge Instagram followings would reach out to Janet after seeing her cases and promoting the brand, one of them being Laura Beverlin.But there was an issue. At 19 years old, Janet wasn’t well versed on how to run a business and soon found she couldn’t keep up with the demand – which was growing thanks to the influencers. Customers were getting upset because the delivery of their phone cases was delayed.“I didn’t know anything about shipping or supply chain or even cost of goods. I was ordering cases from eBay that I didn’t realize came from China,” Janet said. “So the timeframe to get everything out was three weeks…I was taking my products to the post office and just getting them to mail it for me.”Instead of going into crisis mode, Janet realized that she needed to pause and reevaluate. She officially dropped out of community college just before turning 21 and poured her energy into learning everything about running a small business. She also familiarized herself with Etsy.When she finally reopened, she was prepared and ready to grow Janet Gwen into the successful small business it is today. Increasing her online traffic and diversifying inventorySince her early years on Etsy, Janet has experienced steady growth in her business. For reference, in 2014 when she first opened up her Etsy shop, the entrepreneur made $12,000. A year later, her earnings increased seven times to $85,000. By 2016, she made over $120,000.Janet knew she needed to diversify her online traffic if she wanted to continue to grow her business, which is why she made the switch from an Etsy store to a Shopify website. The results were impressive. In recent years, the brand has hit a huge milestone by making seven figures in sales.With her business expanding, Janet moved her headquarters out of her mom’s living room and rented a larger apartment she was both living in and using for business storage.It got to the point, however, where Janet kept needing to move into bigger and bigger homes to accommodate all of the orders. A good problem to have. Finally, she rented out office space – aka the company’s Warehouse – for $3,200 a month near Raleigh.This is when the entrepreneur started feeling more secure to grow the business. For the longest time, Janet Gwen was composed of just Janet, an administrative assistant, and a social media manager. But in 2021, Janet began hiring more employees to help with shipping out orders and has since added additional members to her team.Janet also realized that to stay relevant, she needed to be more innovative with her products. Which is why she decided to move away from solely producing their signature marble accessories. While the brand still sells tech accessories, including iPhone and AirPod cases, they’ve also introduced a host of new products into the business. View this post on Instagram A post shared by JANET GWEN (@janet.gwen) For Janet, it was important to stay true to her brand while also keeping up with the latest trends.“We have to evolve as a business. We can’t keep dying on the same hill… how can you use a trend and change it into something that fits your brand, without compromising your brand?” she said.But when it came to growing, Janet is very intentional about what products she adds into the mix. She looks to social media, specifically Pinterest, to predict what would interest customers. That’s how she came up with Janet Gwen’s viral unicorn rainbow can glass.“We’ve done a lot of trend forecasting,” Janet said. “So every single year, since the inception of the business, I’ve been very grateful that we have always created one viral product per year.”For example, in 2018 Janet Gwen made the shift to more home decor items, predominantly candles. In 2020, amid the pandemic, the brand introduced propagation stations as a way for people to enjoy their space during lockdown. Then in 2021, they added concrete goddess statues – which the brand makes in-house in Raleigh — along with trays, and drinkware.The switch to more home-based items also felt like a natural shift to Janet because she had reached that stage in life when she was looking for home decor, as were her followers.“Most people don’t realize that my audience grew up with me. They’re the same age as me. So we went through the whole aesthetic influencer phase,’ … now we’re into home decor because now we all have our own homes.”Not only is Janet willing to switch things up, but she also does a ton of market research and is very particular with each and every product she creates. This very steadfastness has contributed to her small business’s success.Once Janet comes up with a new product, she works closely with manufacturers to ensure the item is made exactly to her standards, even if it means a ton of back and forth.“Sometimes my manufacturers hate me,” Janet joked. “Because I would die on a hill for a product.”The Future of Janet GwenJanet has been crafting and selling products since she was 17, and now, almost a decade into her own small business, her ambitions are as big as ever.The entrepreneur admits that she’s achieved a ton of amazing things in her life from both a business perspective and also personally, like paying for her twin sister’s college education all thanks to her small business. Still, she feels there is so much more to accomplish with Janet Gwen. Her next move is to do a rebrand for the business as a way to get back to the basics and really find the company’s voice.For now, she’s also passionate about helping others. Over the years, Janet has received a ton of questions from supporters and admirers about her success, leading her to release YouTube vlogs showcasing the reality of her life as an entrepreneur. View this post on Instagram A post shared by JANET GWEN (@janet.gwen) “The reason I did YouTube was because, everyone kept asking me, ‘how do you figure out business? How do you do X, Y, and Z? How do you have so much time in your day?’” she said.Janet is also working on a podcast to connect with more of her followers and address a variety of topics from running the business to conversations about race as well. As an Asian American, Janet wants to use her platform to speak out about important and timely topics around diversity, inclusion, and life in general.As she continues to invest more into her brand, Janet’s main goal is to always make products that can brighten her customers’ days.“To bring a daily dose of happiness to people is everything I’ve ever wanted.”

  • The end of the high school essay

    Good riddance.

    There’s not a lot of evidence that getting good at writing book reports or regurgitated essays under typical high school conditions leads people to success or happiness later in life.

    When typing became commonplace, handwriting was suddenly no longer a useful clue about the background or sophistication of the writer. Some lamented this, others decided it opened the door for a whole new opportunity for humans to make an impact, regardless of whether they went to a prep school or not.

    New York City schools are trying to ban GPT3 because it’s so good at writing superficial essays that it undermines the command structure of the essay as a sorting tool. An easy thing to assign (and a hard thing to grade) just became an easy task to hack.

    High school essays had a huge range of problems, and banning the greatest essay device since Danny Dunn and his Homework Machine is not the answer. In fact, it’s a great opportunity to find a better way forward.

    The first challenge of the essay was the asymmetrical difficulty in giving useful feedback. 30 essays, 5 minutes each, do the math. It doesn’t scale, and five minutes isn’t even close to enough time to honor the two hours you asked a student to put into the work.

    As a result, the superficial inspection system led to the second challenge: Students get more points for good typing and clear sentence structure than they did for actually thinking deeply, questioning the status quo or changing their minds. If you grew up in a household with verbally agile family members, you probably did way better on essays than your peers, but not due to much effort on your own.

    The third challenge was the lack of clarity about why we were even bothering to have kids write essays. Clearly there wasn’t an essay shortage. Ostensibly, it was either to prove that they read what they were supposed to read, or that they were able to create cogent and persuasive arguments and analysis. Essays were a signal that you could read and you could think.

    Except…

    They were actually a signal that you could do just enough work to persuade an overwhelmed teacher that you were compliant.

    So, now that a simple chat interface can write a better-than-mediocre essay on just about any topic for just about any high school student, what should be done?

    The answer is simple but difficult: Switch to the Sal Khan model. Lectures at home, classes are for homework.

    When we’re on our own, our job is to watch the best lecture on the topic, on YouTube or at Khan Academy. And in the magic of the live classroom, we do our homework together.

    In a school that’s privileged enough to have decent class sizes and devices in the classroom, challenge the students to actually discuss what they’ve read or learned. In real-time, teach them to not only create arguments but to get confident enough to refute them. Not only can the teacher ask a student questions, but groups of students can ask each other questions. Sure, they can use GPT or other tools to formulate where they begin, but the actual work is in figuring out something better than that.

    At first, this is harder work for the teacher, but in fact, it’s what teachers actually signed up to do when they become teachers.

    This is far less cohesive and controllable than the industrial model of straight rows and boring lectures. It will be a difficult transition indeed. But it’s simple to think about: If we want to train people to take initiative, to question the arguments of others, to do the reading and to create, perhaps the best way to do that is to have them do that.

    We’ll never again need to hire someone to write a pretty good press release, a pretty good medical report or a pretty good investor deck. Those are instant, free and the base level of mediocre. The opportunity going forward remains the same: Bringing insight and guts to interesting problems. [More.]

  • Accounting For eCommerce: A Small Business Guide to Managing Finances

    It’s the beginning of a new year. Which means if you haven’t begun evaluating your businesses’ finances at the end of 2022, you’re doing so now.  Appropriate management of cash flow is essential for the success of any business. For eCommerce startups and small businesses, however, a healthy cash flow can mean the difference between…
    The post Accounting For eCommerce: A Small Business Guide to Managing Finances appeared first on Benchmark Email.

  • Search for software

    I want to market my products on Twitter. Is there any good Twitter automation softwares? I hope it can tweet my posts from list, follow back my followers, like, retweet my tweets. submitted by /u/Known-Vermicelli3339 [link] [comments]

  • Top Ten Gems of Salesforce Lightning Experience Spring’23 Release!

    Last Updated on January 9, 2023 by Rakesh Gupta With each release, Salesforce is adding many new functionalities to Lightning Experience, which makes you more productive and helps you to provide a better customer experience.  Currently, the Spring’23 release is under the pre-release program. If you have not read the entire 570
    The post Top Ten Gems of Salesforce Lightning Experience Spring’23 Release! appeared first on Automation Champion.

  • Anyone take the Marketo Expert exam recently?

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

  • Facebook Ads Expert/ Media buyer NEEDED

    Hello, We are a Lead Gen Agency who work in Facebook Advertising for our clients and are currently on the lookout for a specialists in Advertising. Initially, you will get paid $400 USD per project, however, this can increase through outstanding performances We are looking for someone who can provide 100% to the project they are working with and can take on multiple tasks at once. Additionally, we need someone who can provide us with the best results whilst also taking their time but not delaying the process too much. Specific details such as our niche and others will be explained once you message us and believe you are suitable for this role. Have a good day. submitted by /u/ManoG2 [link] [comments]