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  • Essential Automation Strategies for Contact Centers

    Is your contact center staying on top of advancements in AI and automation? There’s a lot to learn, but these sophisticated new tools can improve your operations in so many ways.

    New KPIs offer next-level insights into operations.
    Real-time agent assist helps agents understand customers’ emotions.
    Chatbots and call-backs create rewarding self-service experiences for customers.

    Automation Strategies to Future-Proof Your Contact Center
    You can lock-in easy wins by deciding to strategically deploy automation and AI in your contact center. Our new tip sheet offers three strategies to future-proof your operations and help you get the most out of these powerful new software tools.
    We’ll walk you through the tools, explaining what they do and the results you can expect. We also provide technical tips about deployment and maintenance.

    What is Automation?
    A bit of background is a great place to start. Automation is the practice of using technology (usually software) to perform time-consuming or repetitive tasks. If it’s deployed correctly, automation should significantly reduce the need for human intervention or oversight in your business.
    Common Types of Call Center Automation Include
    Robotic process automation (RPA)
    Robotic Process Automation, or RPA, can perform simple tasks that typically make for a lot of agent busywork. These tasks include data entry, order processing, and remote agent monitoring, where a computer scans for internet outages or other workflow interruptions. Typically, these tasks are easy to program, freeing up agents to focus on work that benefits from the human touch.
    Machine learning
    This type of automation is usually coupled with an AI application. Machine learning analyzes data and identifies patterns which can help with everything from sentiment analysis, to predicting call volumes. It helps you streamline your operations and maximize efficiency.

    AI and natural language processing (NLP)
    NLP and AI are intelligent technologies that can analyze conversations in real time, and offer feedback, or even suggest specific scripting to agents to help them resolve a customer’s problem.
    The suggestions are based on the customer’s sentiment, which the software understands by listening to specific language used, tone of voice, gaps in the conversation and more.
    Best Call Center Automation Software
    Tech Talk
    Call Center as a Service (CCaaS) software often comes pre-loaded with extra features, including AI and automation tools. But your package may not have the solution you need, or the solution provided may not be as effective as you would like. Look for specialized software like Fonolo’s suite of robust call-back solutions, including Web Call-Backs and Conversation Scheduling.
    All software should:

    Deploy quickly and scale easily.
    Integrate seamlessly with existing software.
    Be secure and compliant with regulations.

    DID YOU KNOW:
    IBM estimates that 80% of customer questions can be effectively answered by chatbots.

    Strategy #1 Empower Customers with Rewarding Self-Service
    Customers love self-service. And automation tools make sure these interactions are productive and personalized. Self-service tools include:

    Chatbots to answer basic customer questions and direct callers to live agents if needed.
    Predictive call routing connects the customer with the agent best-suited to their needs, using AI-generated behavior profiles.
    Conversation scheduling keeps customers off hold during busy times and lets them book a time to receive a call-back that works for them – and you!

     

    DOWNLOAD OUR TIP SHEET NOW!
    It’s 100% free, we promise!

     The post Essential Automation Strategies for Contact Centers first appeared on Fonolo.

  • AI in Customer Experience: Finding the Right Balance for Optimal Outcomes

    ​ https://preview.redd.it/f561yuz03mua1.jpg?width=1200&format=pjpg&auto=webp&s=bd989ee7593b6565d625200688581b9553de31fb “The whole world went crazy when ChatGPT came out because every company was like, I want my version of this. It’s gonna make all my call center agents go away or I can have my own chatGPT. I think that is the absolute worst use case for the power of these models.” – Chris Crosby STRAIGHT TO THE FACTS! GPT and LLM models like ChatGPT can enhance customer experience or the whole business, but they’re not without risks – such as hallucinating answers or producing misleading information. 🚧 Knowing the limitations of these models is crucial to harness their power effectively. 💡 Failing to find the right balance between automation and personalization can lead to disappointing outcomes and potentially damage your brand reputation. 😨 Check out our recent webinar by Chris Crosby, Craig Stoss, and Vytenis Pakenas as they share their knowledge about: 1️⃣ Balancing Automation and Personalization: The benefits and limitations of AI and human interaction in CX 🤖💁‍♂️ 2️⃣ Managing GPT Risks and Limitations: How to navigate the challenges of GPT to ensure optimal outcomes 🛡️ 3️⃣ The Future of CX with AI: New opportunities, challenges, and considerations as AI and GPT continue to shape the customer experience landscape 🏙️ Link to the webinar – Watch now P.S. Thank you to this Reddit community for making it happen! submitted by /u/CXLumoa [link] [comments]

  • Marketing Cloud Audience Builder is Being Retired – What’s Next?

    Marketing Cloud Audience Builder has allowed marketers to create granular segmented audiences based on behavioral and demographic data. So now it is being retired, the question on everyone’s mind is “what’s next?”. As with any tool retirement, we need to find a new solution capable… Read More

  • The empathy device

    It’s interesting to realize that mirrors weren’t perfected until a few hundred years ago. Human beings spend a lot of time considering our own appearance and our own feelings and most of all, our own needs.

    The market produces a shift. When it’s a fair and open exchange, the customer gains in power. As a result, the selfish merchant or producer loses market share until they figure out how to build empathy into their work.

    It’s not for you, it’s for them.

    And if you do a good job of making it for them, then you get your needs taken care of.

    Big companies and monopolies and other institutions seek lock-in so they can go back to looking in the mirror instead of paying attention to what their customers and prospects need and want.

  • Google’s Emphasis on E-A-T: How Expertise, Authoritativeness, and Trustworthiness Can Help Your Content Soar

    As marketers, we’re always on the lookout for those magic bullet SEO factors that can help our content woo search engines. While most of us are familiar with common ranking factors, Google’s E-A-T metrics often get overlooked. Well, the good news is that adhering to these guidelines can help you do well with search quality…
    The post Google’s Emphasis on E-A-T: How Expertise, Authoritativeness, and Trustworthiness Can Help Your Content Soar appeared first on Benchmark Email.

  • Wendy’s Took #NationalRoastDay to TikTok — Did It Bring the Heat?

    Welcome to HubSpot Marketing News! Tap in for campaign deep dives, the latest marketing industry news, and tried-and-true insights from HubSpot’s media team. 
    Wendy’s has been serving up sass on social media since 2017.
    It all started on Twitter. After the official Twitter account of Mcdonald’s mistakenly shared a tweet with typos, Wendy’s quote tweeted the post saying, “When the tweets are as broken as the ice cream machine.”

    When the tweets are as broken as the ice cream machine. https://t.co/esdndK1iFm— Wendy’s (@Wendys)
    November 24, 2017

    The success of this tweet marked the beginning of a new social media strategy for the fast food chain — roasting other accounts.
    Wendy’s first National Roast Day was in 2018. Twitter users could drop a Tweet asking to be roasted and the official Wendy’s account would counter with a ruthless response. No Twitter account was safe, and the made-up social media holiday became an annual affair that was a massive success.

    Finally! A place for men to feel safe online. #NationalRoastDay— Wendy’s (@Wendys)
    February 11, 2021

    In 2022, National Roast Day generated over 130 million impressions in a matter of hours and made Wendy’s an instant trending topic on Twitter.
    This year, Wendy’s moved National Roast Day from Twitter to TikTok, turning it into a three-day event from April 12-14  (previously, it was limited to 24 hours). To participate, TikTok users posted videos asking Wendy’s to roast them. The official Wendy’s account then responded with stitched videos delivering roasts from an animated “Wendy.”
    If the comment section was any indication, this year’s roast didn’t bring the heat.
    Under the roast videos, comparisons to the company’s previous roasts on Twitter were frequently mentioned. Users left comments such as:

    “how is your roast colder than your fries”
    “the Twitter guy is on vacation”
    “Twitter Wendy’s needs to roast TikTok Wendy’s”
    “This person AIN’T the same as Wendy’s Twitter”

    Here are a few reasons why the latest roast felt lukewarm compared to previous years.
    TikTok’s Strict Community Guidelines
    Compared to Twitter, TikTok has more strict community guidelines around what is considered bullying or harassment. Content that is deemed too harsh can quickly be taken down from the video platform, adding limitations to what Wendy’s could say during the roast.
    Video Delivery
    Sharing roasts via text on Twitter allows a bit more room for interpretation. Users can read the tweets sarcastically or imagine a specific voice delivering the roast. With an animated character delivering the roast, there’s less room for interpretation and the jokes are more difficult to land.
    It’s worth noting there were a few gems shared on National Roast Day, like this video directed at AdAge that marketers can appreciate.

    @wendys Replying to @adage More like sad age
    #Nationalroastday
    ♬ original sound – Wendy’s

    Though video presents unique challenges to delivering the type of humor Wendy’s is known for, moving National Roast Day to TikTok was likely a valuable experiment that will help Wendy’s social team hone in on its short-form video strategy.
    While the roasts may not have been hot, the stats around National Roast Day 2023 were still impressive. During the three-day roast, Wendy’s shared 111 videos garnering over 109 million views and counting.
    Elsewhere in Marketing
    The latest marketing news and strategy insights.
    Digital ad revenue grew in 2022. However, the growth was noticeably slower than 2021. 
    Can YouTube Shorts help creators grow on YouTube? Check out this study analyzing over 5,400 videos. 
    Meta rolled out a Reels hub on Instagram to help creators identify trending audio and hashtags. The Reels editing tool has also received enhancements. 
    TikTok ban: lawmakers in Montana voted to ban TikTok on personal devices within the state.
    Instagram isn’t dead: why marketers are continuing to prioritize the platform.
    Case study: how MrBeast has garnered millions of views, and what marketers can learn from him.

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  • Housing Market Data

    Can anyone give me a good tool on the internet that gives data on market analysis pertaining to median days on market, median sale price, percentage sale price year over year, and have the data organized by sale price. submitted by /u/U-R-LOVED [link] [comments]

  • 13 Proven Ways to Get More Clicks on Affiliate Links (Must Try)

    Using Affiliate Banner Ads High-Quality Content Buyer intent keywords Create Attractive Landing Pages Colors and Decorations Comparison and Reviews Fire your Conclusion Adding Requirements A separate page in Navigation Bar Good Deals with Discounts Multiple linking using Plugin Youtube Shorts Pinterest Pins Using Affiliate Banner Ads This is the #1 in my list because Banner Ads are very eye catchy and they deserve a lot of clicks due to their appearance. The design and the call to action play a major role in Banner ads. When a user finds some banner ads in between your content, their mentality would be that “it’s something related to the solution” and so they check it by clicking and they get into the sales page. Most of the Affiliate Programs have banner ads with different sizes and I would say that the Square size will perform better when it comes to performance. High-Quality Content Writing high-quality content by interacting with users brings more trust in you and they believe that you provide the right resource and the right product that helps them. So, finding a product that helps them as well as analyzing every aspect of the product and providing great value to your customers will generate more clicks. Here’s how you should choose a product or service to promote. ​ Choosing the right topic for in niche. Provide value to your content. Find a product that is relevant to it. Analyze the product in every aspect and try to find some high conversion rates above 18%. Follow the other steps as below. Buyer intent keywords In order to get more clicks on Affiliate Links, the buyer intent keywords are an important strategy to reach a targeted audience where they are searching to buy a product or service. With this strategy, you can generate more sales as well as to generate more clicks. But the drawback is that these kinds of keywords are more competitive than the normal ones because a lot of people work on them to write content. submitted by /u/ben_vills [link] [comments]

  • When was the last time you had an issue with a product or service? Did you call a call center or look online for a solution?

    Most people go with the second option: they turn to online resources to find answers to their questions, and more times than not, they watch a video. Because by watching a video, you don’t have to wait on hold to speak to a customer support specialist. Instead, you can find a video answer to your question and solve your problem immediately. This scenario is becoming more common every day. Customers increasingly turn to video to help solve their issues with products/services because it offers quicker, better and easier solutions – that all lead to improved customer experiences. What if your brand could deliver the same convenience? With video customer support, you can. I wrote a blog about why you need to invest in video for customer support, read it here: 7 Reasons You Need to Invest in Video for Customer Support submitted by /u/Advanced-Revenue3566 [link] [comments]