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  • Get In Peoples Faces 😇 (How To Scale Online Business Fast)

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  • Supply chain resilience lies in advanced technology

    The ongoing supply chain crisis is causing B2B suppliers to split their focus between tackling logistical issues and delivering a seamless customer experience. At the same time, many are in the process of either implementing or optimising their B2B eCommerce presence in a significantly saturated online market.   Suppliers don’t want the disruption to negatively impact…
    The post Supply chain resilience lies in advanced technology appeared first on Customer Experience Magazine.

  • 8 Important Notification Queues to Add to Your Email Monitoring Strategy

    There are lots of ways you can keep your users and audience engaged. One that has proved to be very successful and an opportunity not to be missed is email marketing. With the number of email users set to rise to 4.3 billion in 2023, there is the potential to reach millions of people almost…
    The post 8 Important Notification Queues to Add to Your Email Monitoring Strategy appeared first on Benchmark Email.

  • Easily Assess Your Call Center Security with This Handy Checklist

    For contact center management, ensuring the safety of customers, call center agents, and all other employees should always be a top priority. Maintaining a thorough understanding of cybersecurity threats and how to stop cybercriminals in their tracks is key to keeping everyone’s data secure and remaining PCI compliant.
    A Complete Guide to Call Center Security
    Developing a successful call center security strategy isn’t a fast and easy process. It takes time to learn your company’s security strengths and weaknesses and the best methods of protection against the threats contact centers face. But fear not: we have your back with our simple yet comprehensive Call Center Security Checklist. Download it now to see how many essential security measures you have in place—it’ll help you identify key security requirements you’re missing so you can tighten up your tech, training, and procedures. 
    How to Use the Call Center Security Checklist
    We’ve divided the Checklist into these 3 sections for clarity: 

    On-Site Protection – These are security measures that must be taken in-office to help prevent external threats.
    Software and Technology – Ensure your IT team is taking care of these tech security measures.
    Procedures, Plans, and Training – Sometimes data breaches happen. These security measures ensure you’re ready in case of a cyberattack and train employees how to help prevent sensitive data from being compromised.  To complete the Checklist, simply tick Yes or No depending on whether your contact center is using the security measure in question. If the answer is Yes, then you’re doing a great job in this area. If the answer is No, changing that check-mark to a Yes is your next step.

    Note: you may need some help from your IT team to finish off this checklist. Always remember that a strong call center security strategy takes persistent dedication. Even if you’ve checked off every security measure on the list, the work is far from done. Though the Checklist is a helpful tool to ensure you’re headed in the right direction, ongoing updates, refreshes, penetration testing, and training are all essential to the protection of customer data and other sensitive information. 
    The Ultimate Call Center Security Checklist Glossary
    In case you aren’t clear about some of the security measures on the Checklist, here are a few quick-hit definitions so you can better understand each item before ticking Yes or No. 
    Cloud Data Backups
    It’s important to back up customer data in case of a system failure, natural disaster, or cyberattack. Cloud backup solution providers use top-notch encryption to help ensure your customers’ personal information stays out of the hands of hackers and cybercriminals and is readily available for you should anything happen.

    DID YOU KNOW:
    Fonolo also uses cloud technology for our Voice-Call Backs and other services. It’s the safest and most effective way to serve customers while offering the best customer experience.
    Cyberattack Response Plan
    Having a solid defense against cyberattacks means coming up with a plan in case data is breached. When you know what your next move is ahead of time, you can act fast to block the intruder, recover data, and alert anyone who might’ve been impacted.
    Cybersecurity Training Sessions
    Your IT staff aren’t the only employees who need to understand the security risks your contact center faces. Every employee should be required to complete security training that goes over the importance of cybersecurity vigilance, how to identify phishing emails, proper in-office security protocols, and more. These training sessions should integrate live presentations, video modules, and recall tests to ensure staff pay attention throughout. 
    PCI Compliance
    The Payment Card Industry Data Security Standards (PCI-DSS) are requirements established by international credit card brands which set the standard for the proper handling of customer credit card numbers and other sensitive data. 
    Penetration Tests
    Often referred to as Pen Tests, Penetration Testing is a method of determining whether a company’s security holds up against cyberattacks. The tester attempts to hack the call center’s systems to expose security vulnerabilities that need to be addressed. Generally, a third-party Pen Testing company is hired to act as the hacker and will provide a full overview of their findings.  
    Phishing Email Alerts
    Encourage all employees to alert IT when they receive suspicious emails so that your IT team can send out information about it to the rest of the company. If one person receives something nefarious, odds are other team members will too. 
    Role-Based Logins
    Employees at different levels should be granted specific access permissions with their logins to keep the right eyes on the right data. For example, management will require broader access to information than agent-level positions and you can set up logins to reflect these requirements.

    TIP:
    Looking for more helpful call center management resources? Check out our Contact Center Scorecard for a straightforward and comprehensive approach agent performance evaluation.

    Your Call Center Security ChecklistThe post Blog first appeared on Fonolo.

  • Loopz – Campaigns

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  • Salesforce Pays $2.8M to Ethical Hackers in Bug Bounty Program

    Trust has always been one of Salesforce’s core values and it is incredibly important in the world of Enterprise Cloud Computing. It was even more relevant back in 1999 when Salesforce was founded. Imagine trying to convince clients to leave behind their on-premise system and… Read More

  • 8 Tips for Salesforce ISV Success (Without Spending a Dime)

    Salesforce is a powerful platform that becomes even more powerful when you add apps. The appetite for apps is so strong that the AppExchange now has 4K+ available – it has just passed 10M installs to help with lead flow, data visualization, and everything in… Read More

  • Skip Scheduled Flow on Weekends and Holidays

    Last Updated on February 23, 2022 by Rakesh Gupta Big Idea or Enduring Question: We don’t want to work on Weekends or Holidays – we all get that! If so then, do you think our clients or prospects do? If you are in doubt then try sending an Email to
    The post Skip Scheduled Flow on Weekends and Holidays appeared first on Automation Champion.

  • Salesforce TrailblazerDX Registration is Live

    It’s that time again – you can now register for Salesforce’s exciting TrailblazerDX event, which will be taking place in San Francisco this April (27th – 28th).  Whether you’re a student or an entrepreneur, an admin or an architect, this really is the ultimate learning… Read More

  • The Plain-English Guide to Conjoint Analysis

    Sometimes, commercials really get me.
    T-Mobile’s Super Bowl commercial this year is a prime example — “What’s for Dinner?” demonstrates the infuriating process of choosing what to do for dinner for a young couple, and it’s gold.
    The reason T-Mobile’s ad was so relatable is because of their market research. They looked at what their target audiences wanted — including their thought processes, what informs their decisions, and the trade-offs they’re willing to make for their products.

    To accomplish all of these important factors in one go, many companies use conjoint analysis.
    Think about buying a new phone. Attributes you might consider are color, size, and model. The reason phone companies include these specs in their marketing is due to research such as conjoint analysis.
    Would consumers purchase this product or service if brought to market? That’s the question conjoint analysis strives to answer. It’s a quantitative measure in marketing research, meaning it measures numbers rather than open-ended questions. Questions on the phone company survey would include price points, color preference, and camera quality.
    Surveys intended for conjoint analysis are formatted to reflect the buyer’s journey.
    For instance, notice in this example for televisions, the specs are the options and the consumer picks what best reflects their lifestyle:
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    This direct method of giving consumers multiple profiles to then analyze is how conjoint analysis got its name. These answers are helpful when determining how to market a new product.
    If answers on the phone company survey proved that their target audience of adults ages 18-25 wanted a green phone from $400-600 and a camera with portrait mode, advertisements can cater directly to that.
    The conjoint analysis shows what consumers are willing to give up in order to get what they need. For instance, some might be willing to pay a little more money for a larger model of a phone if their preference is larger text.
    Types of Conjoint Analysis
    Choice-based conjoint (CBC) and Adaptive Conjoint Analysis (ACA) are the two main types of conjoint analysis.

    Choice-based is the most common form because it asks consumers to mimic their buying habits. ACA is helpful for product design, offering more questions about specs of a product.

    Choice-based conjoint analysis questions are usually presented in a “Would you rather?” format. For example, “Would you rather take a ride-share service to a location 10 minutes away for $13 or walk 30 minutes for free?” The marketer for the ride-share service could use answers from this question to think of the upsides to show off in different campaigns.
    ACA leans towards a Likert-scale format (most likely to least likely) for its attribute-based questions. Respondents can base their preference on specs by showing how likely they are to buy a product with slight differences — for example, similar cars with different doors and manufacturers.
    How To Do A Conjoint Analysis
    To create a conjoint analysis, you’ll first need to define a list of attributes about your product. Attributes are usually four to five items that describe your product or service. Consider color, size, price, and market-specific attributes, such as lenses if you’re selling cameras.
    Additionally, try to keep in mind your ideal respondents. Who do you want to answer your survey? A group of adult men? A group of working mothers? Identify your respondent base and ask specific questions catered to that target market.
    The next step is to organize your questionnaire depending on the type of conjoint analysis you want to conduct. For instance, to run an adaptive conjoint analysis, you will present questions with a Likert-scale.
    You can use a conjoint analysis tool to create and modify your survey. Then, you can distribute your questionnaire through multiple channels, including email, SMS, and social media.
    For more ways to introduce product marketing into your company, check out our ultimate guide here.
    Examples of Conjoint Analysis
    Sawtooth Software offers a great example of conjoint analysis for a phone company:
    Image Source
    The analysis puts three different phone services next to each other. The horizontal column of the model identifies which service is offering a certain program, described by the vertical values. The bottom row shows a percent value of consumers’ preferences.
    QuestionPro offers this fun, interactive conjoint analysis template about retirement home options. The survey gives you a scenario and asks your course of action. For instance, it asks if you would sign a rental agreement for retirement home housing immediately, and considers specs like rent, meals, size, etc.
    Conjoint analysis isn’t limited to existing products. They’re also very helpful for figuring out if a brand-new product is worth developing. For instance, if surveys show that audiences would be into the idea of an app that chooses clothes for consumers, that could be a new venture for clothing companies in the future.
    Looking to create a conjoint analysis of your own? Check out our top four conjoint analysis tools below.
    Conjoint Analysis Tools
    1. Qualtrics

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    Qualtrics is an easy-to-use survey tool that offers comprehensive product insights. You can create, modify, distribute, and analyze a conjoint analysis in one place. All it takes is four steps — define your attributes, build and modify your questions in the survey editor, distribute the survey, and analyze the results. 
    What We Like: Qualtrics goes beyond product insights — this powerful software also captures customer, brand, and employee experience insights.
    Pro Tip: Leverage email to invite respondents to take your survey. With Qualtrics, you can embed a survey question directly in your email survey invite. 
    2. Cojoint.ly

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    Conjoint.ly offers a complete toolbox for product and pricing research — including a Product Description test, an A/B test, and a Price Sensitivity test. You can also source your own respondents for your survey or buy quality-assured respondents from Conjoint.ly.
    What We Like: Users can simply choose a tool that best fits their research question. These tools are organized under four main categories: pricing research, features and claims, range optimization, and concept testing.
    Pro Tip: If you want to “try before you buy,” you can use Conjoint.ly’s Quick Feedback tool. For a small price, you get around 50 respondents to provide feedback within a 6-hour window.
    3. 1000minds

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    1000minds offers an adaptive conjoint analysis tool. Meaning, each time a choice is made, it adapts by formulating a new question to ask based on all previous choices. This makes the survey feel more like a conversation.
    What We Like: We’re impressed by the scalability of 1000minds. The tool allows you to include as many participants as you like, potentially in the thousands.
    Pro Tip: You can use their conjoint analysis templates or build your own model from scratch. 
    4. Q Research Software

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    Q is analysis software that is specifically designed by market researchers. Its conjoint analysis tool is ideal for choice-based analyses. Users can create experimental designs, analyze the data, and generate reports. 
    What We Like: Q cuts through the grunt work with automation — including cleaning and formatting data, updating surveys, and producing reports.
    Pro Tip: With just a few clicks, you can export any reports or visualizations from Q to PowerPoint and Excel.
    A conjoint analysis requires a solid survey design and analysis, but the extra effort is often worth it. By going the extra mile, you can access insights into your audience’s preferences and buying decisions — which is invaluable when determining how to market a new product or service.