Top 4 Technologies in Contact Centers in 2019

Contact center solutions have evolved from answering the phone to fully managing every aspect of operations including customer relationship management (CRM), data analysis, and market research. In spite of this, some still believe that contact center operations have failed to take full advantage of cutting edge technologies that could ensure better customer service delivery.

The good news is that we are in the era of technological breakthroughs that will change contact center operations as we know it. In this article, we provide insights into some of the technologies that will benefit contact centers in 2019.

  1. Call recording and voice analysis

Quality customer service delivery is a key prerequisite for ensuring customer satisfaction. Capturing, storing, and analyzing data about every interaction a client has with your call center allows you to react promptly and tailor your customer service program in a way that increases loyalty.

This is because collecting information about your customers provides you with the data you need to understand what they like or why they were not satisfied. Call recording and speech analytic programs like Recordia enable you to collect and interpret data so that you can improve the customer experience.

Technologies such as speech analytics enable call centers to process speech/audio to understand what a customer wants and how they feel when they call the customer care.

  1. Omni-channel technology

Today’s modern, tech-savvy consumers are very demanding in their quest for a great customer service experience. They expect to be able to reach businesses on any platform, anywhere, and from any device.

To increase customer loyalty, sales, and overall profitability, more and more companies are deploying omnichannel customer service techniques that provide clients with seamless interactions across all channels including telephone, email, social media, chat, text, etc.

  1. Chatbots

Chatbots are increasingly being implemented by companies in contact centers to raise the level of customer service, stay in touch with anyone who shows interest in their products or services and convince them to buy.

A chatbot is typically used in dialog systems to provide some human feel to automated communications to build a rapport with the client and ensure better sales. Also, it allows organizations to automate customer service live chat conversations and conducts conversation through both audio and text methods, allowing for personalized customer service that creates engagement at a higher level.

Chatbots complement human agents by responding quickly to simple queries online, freeing human agents up.
  1. Business Intelligence and Artificial Intelligence

AI-powered digital solutions are one of the essential technologies that are gradually making their way into contact centers. More and more businesses are incorporating these technologies in an effort to transform customer service interactions to improve the customer experience, loyalty, brand recognition, and the bottom line.

AI-powered intelligence agents, through their pre-emptive problem-solving approach, ensure customer satisfaction and increase in sales, thanks to their ability to continually digest data from dozens of information streams to make sense out of prior interaction and customer preferences.

This enables them to deeply understand the clients and serve up personalized content and product recommendations that will boost sales.

 

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4 Things You Need to Digitize Corporate Training

 

Corporate learning vs Higher Education

Corporate eLearning has grown by a whopping 900% over the past decade and this market is predicted to surpass $243 billion in revenues by 2022. It helps to know that digitization of corporate training is much more than just a transfer of your learning materials to the cloud. It requires the right strategy, the right tool, and the right team. If you want to transform your corporate training, get ready to embrace this trending training strategy for enterprises.

Here are four elements you need to implement for achieving successful digitization of corporate training:

1. Corporate training strategy

A proper strategy is indispensable for effective digitization of corporate training in any organization. Training strategies build the foundation for successful eLearning programs and ensure that both instructors and trainees get all the benefits out of every training. The first thing to do is to set your goals. This could be virtually anything that you want to achieve, right from higher knowledge retention rates by delivering more engaging learning materials to increasing the number of employees enrolled in the program. It is important to know that these goals do not materialize just by themselves without a clear-cut plan. You have to pay attention to several factors when you set the goals. At the start, you have to identify exactly where your business is heading towards, what are your business goals, and what do you need to achieve them. After that, you need to assess your existing workforce in terms of their skill and knowledge levels. This will help you get a precise idea of the gap between your company goals and the current level of skills and knowledge. You need to get all the job descriptions and required skills for all your employees ready before you can identify the training & development needs for each one of them.

2. LMS Software

Once you have outlined your training strategy, it is time to move forward and adopt a LMS software. Some of the fastest growing industries today such as healthcare, information technology, eCommerce, education and construction are top adopters of LMS software, which has become an essential tool in their corporate eLearning process. In layman terms, it is a software platform specifically built to disperse knowledge to employees in an engaging way. But it goes far beyond just that. LMS software is designed to track learners’ progress, engagement, and score as they take their courses online. Online training software literally transitions a classroom to the cloud and allows employees to access courses from anywhere they want. They can learn from the convenience of their homes, while on the break, or when they are commuting. Your training strategy determines the type of online learning software you should choose to meet your specific needs. For instance, if you want to enable your employees to learn on the go, you should look for a mobile-ready LMS platform. On the other hand, if you want to keep track of all the learning efforts of your employees, you may go for TinCan enabled ProProfs LMS solutions.

3. Learning & Development Team

The next thing you’ll need is a learning & development team. If you already have one, you may revisit it and see if it needs an overhaul. Don’t worry, you can do well by adding a new key player to the mix – a digital learning manager. He/she acts as the head of the corporate training digitization project and oversees the digitization of employee training. The digital learning manager’s role is vital for the success of the digitization process, and it helps to create the post in your organization if you are yet to do so. It would be a step in the right direction as it will help in implementing the right digitization strategy for your online training courses. Further, your learning & development team needs to identify your business objectives and the skill level of employees right from the start is essential to finetune your strategy and execute it. However,, most importantly, the team has to ensure the learning strategy is sustainable and help personalize the training experience to improve knowledge retention. Your learning & development team has to facilitate the digital transformation process, thereby helping your organization leverage new eLearning opportunities and achieve the training goals.

4. eLearning Community Manager

The success of any learning & development team hangs on the ability of an eLearning Community Manager to communicate the importance of online training to your employees. This person holds the responsibilities of encouraging employees to participate in online courses, and moderating the communication that takes place both on the LMS platform and elsewhere in the organization. He/she also needs to take feedback on online training and learning materials. eLearning Community Managers add to the quality of interaction for online learning and help employees adopt new learning methods in an efficient way.

Wrap Up

When they have a detailed training strategy, a versatile LMS software, a dynamic learning & development team, and eLearning Community Manager, enterprises stand to see positive results in their efforts towards digitization of corporate training. Such a well-planned and executed process tends to hand over full control to instructors to ensure they reach their training goals in a delightful manner.

 

Author Bio:- Robin is a Technical Support Executive. He is an expert in various LMS and employee training software. Currently, he is a resident learning management expert at ProProfs. In his free time, Robin enjoys cycling and sky diving.

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Best Email Marketing Strategies to Boost Your E-Commerce Conversions

The Personal Human Touch

Recent developments in technology have contributed to boosting up the industry vertical of e-commerce websites to a great extent. However, with extensive growth in the e-commerce business, it has been closely observed that the human touch gets missed by the users in their buying experience. Users usually do not have access to communicate with any physical entity while buying products online that restricts them with their buying choices in more than one ways.

We have seen that e-commerce drives online sales, but an online store without a proper email marketing support lacks sales enablement. Email marketing conversation keeps the e-commerce store alive and relevant for the customer. The biggest challenge that businesses face while applying email marketing strategies to accelerate their e-commerce conversions is that the control of the email communication between a brand and the customer is always in the hands of the latter. Let us look at some of the ways following which one can get over with such challenges in a smooth manner, and get maximum business benefits with e-commerce.

Choose a Catchy and Attractive Subject Line

You might have heard the term that first impressions are always the last. Imagine your users working on their desk, and an email message pops up on their smartphone featuring your best offers of the season. Putting up the same in front of them in the best and most creative way would be the key to pique their interest in focusing on your mail. Choosing a perfect subject and preview line is always crucial to creating an impactful impression over your customers. Not only that it attracts them more towards your brand, but it also strengthens their trust towards your brand offerings.

Make them Open your Mail

There are tons of promotional emails that a customer receives on a daily basis on their email accounts. It is not necessary that they are going to open each one of them. In fact, there are many emails that directly go to the spam folders to never to be explored by them. How should you manage to convince them to open your promotional mail? With an attractive subject line already in place, an effective preview text is highly crucial for grabbing their attention in the space of just a few seconds. Optimize your preview text to establish further communication with your customers make a big difference.

Lock the Attention of Your Customers

If you want your customers to act on your emails, you must have a clear strategy to increase their curiousness to catch a certain offer that you are throwing in their court. To start with, address the consumer in a personalized manner to establish an emotional link with them in the first place. In your email content, the learning quotient must have a powerful convincing and explanation power to enable them to understand the offers and drive their learning towards your brand in a crystal clear way. You can also present the content with the exact quantum of cost value to entice them towards taking definitive action.

Use Special Occasions for Your Advantage

Holidays and festivals bring with them an air of positivity and eagerness to purchase new items. Creating your email campaigns revolving around holiday season themes can make a whole of difference for your email marketing success. Research data has clearly shown that during the times of Christmas, New Year and other big occasions, big portions of sales are directly driven by the customer traffic attracted by email marketing campaigns. Incorporate this fun email marketing strategy in your emails to get instant positive results to boost up your e-commerce sales during the times of holiday seasons.

Start an email Series

Make it a fun experience for your customers from the very beginning by attracting your visitors with a series of email campaigns. As a welcome gesture, offer them lucrative discounts to build strong relations and boost your conversions. Besides highlighting your brand best features, it also works as excellent advertisement support for your brand. Make email series post-purchase including information related to shipping, and other tracking details. You can also ask your customers to put their valuable feedback once receiving their products to encourage them to stay on your website for a prolonged time and build your brand trust in them. A series focussing towards asking your customers to shop back and rewarding them to stay with your brand for a long time would further play a decisive role to boost up your sales.

Make Your Promotional emails more Personalized

Using personalization in your email marketing would be a sure shot way to enhance your e-commerce sales. However, you do not have to fake familiarization by addressing your clients with their personal nicknames. Sending bespoke content suiting the individual needs of individual customers would lead to greater traffic on your website. You can start using this strategy by segmenting your custom preferences on the basis of gender. You can also take assistance from previous interaction with your targeted customers that will make it clearer to you about their individual preferences. Analyzing the past purchased products by your customers shall also enable to create a better and compelling email framework for increasing your sales. There are better chances that the customers would likely buy any item that is similar or complementary to what they have purchased in the past.

Keep Your Call to Action Catchy

Having an impactful call to action display encourages your customers to click on the same and enter your website to further move towards making an effective purchase. Design your call to action message visibly attractive, legible and powerful. Having provided an impressive call to action is as important as detailed information related to yourbrand offerings and offers. You can use unique color scheme related to the color of your brand logo and website for the style of your email. You don’t have to make its size bigger than the other content, but the use of right color, button shape, and a catchy line would do the trick.

Redirecting the Audience to Your Website’s Landing Page

It is absolutely essential for your marketing team to put a link of your landing page in your promotional emails. No email marketing is complete without directing the audience to your landing page. Ultimately, your end goal is to enhance your online purchase that creates the necessity to put a clear direction sign for your customers to visit your main website or any important landing page with a dedicated link mentioned below it. If you are sending these emails for a special purpose or occasion, it would become easier for your audience to explore the page by putting a link for them.

Increase Click-through Rates with A/B Testing

The technology related to A/B testing refers to creating more than one title for the subject line of your email. Analyze your conversion rates with the emails and understand which of the emails scored better than others for increasing your sales. In order to achieve positive results out of this, you must send several emails and observe how many customers subscribed to your services after reading which of these emails. To achieve better clarity over the concept, hire an expert digital marketing company with SEO experts to incorporate this attractive technique in your email marketing in a better way.

The Power of a Thank You email

Your work doesn’t end with selling your products to the customers. They have spent their hard-earned saving on your items that need to be acknowledged to establish a lasting relationship with them. You can do so with a thank you mail to individual customers listing the items that they purchased along with links of related items, additional offers, any special offers on the items of similar genre. You can also ask them to review your products after a while to remind them about the special offers that have been running on your website at the current moment.

Remind the Customers to Finalize their Purchases

There are times that customers add their items in the cart but forget to purchase due to different personal reasons. Send them a reminder mail to make the purchases, and the chances that they are going to perform the action become better. Make the email attractive by posting the items to-be-purchased in your email that would invariably lead them to complete the final step of making the purchase.

At the end of it, it all comes down to the knowledge that with the recurring developments in technology, man is turning into machine, and machine is turning into a man. With a great amount of work performed by the machines, a lack of human interface is quite visible when it comes to e-commerce business interactions. Humanizing e-commerce through great content-driven email marketing campaigns would give a definite boost to your lead conversions over your e-commerce websites.

Author bio:

Being a senior business associate, Peter Davidson strives to help different brands and startups to make effective business decisions and plan effective business strategies. With years of rich domain expertise, he loves to share his views on the latest technologies and applications through his well-researched content pieces. Follow him on Linkedin and Twitter.


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Digital Branding: How it Can Help Your Business

Advantages of Digital Branding

One of the fastest ways entrepreneurs can grow their business is to utilize online and digital mediums. Search engine, blog or content, social media, video, audio, etc., are some of the tools that can help you promote your business effectively and give you the visibility you need to improve your bottom line.

What Really is Digital Branding?

Digital branding is a modern marketing strategy that is adopted by businesses to woo customers online. It includes the use of online marketing techniques such as search engine optimization (SEO), content marketing, social media channels, paid digital advertising, etc.

Digital branding is the bedrock of modern marketing. It gives organizations a broader reach regarding being read and seen by the mass public in different parts of the world, enabling businesses to build a digitally visible presence.

How Digital Branding Can Help Your Business

Digital branding is a savvy business strategy which when used correctly, can improve your business and help you to stay a step ahead of the competition. Here’s how:

  • Digital branding gives you an avenue to build customer loyalty and take advantage of opportunities: Digital branding provides organizations with a powerful technique to better connect with their target audiences, follow market trends, as well as respond to market needs. Engaging your target audiences enables you to build customer loyalty and drive client demand.
  • Reach more people: The advent of the internet means that you can use multiple online platforms such as social media sites, advertisements, chat sites, etc., to expand your audience reach.
  • Personalization: By permitting you to connect with consumers via multiple channels, digital branding gives you an opportunity to listen to client needs, emotions, wants, and personalities. Having all these information enables you to adapt the customer experience to customers’ specific needs. This improves the customer experience and makes your customers feel special, building customer loyalty as a result.
  • Higher conversion rates: Convenience is one of the best ways to make consumers love your organization. Search engine optimization can help give you better positioning in search engines. The higher up the rank you are, the greater your visibility, and the higher your conversion rates, as ranking top enables you to achieve higher click-throughs. Higher conversion rates ultimately result in increased revenues. Other acts that can help boost your conversion rates include creating a blog, allowing product reviews, or opening a forum.
  • Cost-effective: The cost of digital branding is considerably cheaper than traditional marketing techniques.

Business Exposure

All businesses need exposure; digital branding exposes you to the right kind – a global audience. This means a significant opportunity to become popular, sell your product or service, and create opportunities for your business to perform.

 

 

 

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A Budget Business: Online Ventures to Start with Zero Money

Is an OnLine Internet Business For You

Unlike with a bricks and mortar store, an internet business doesn’t necessarily require a substantial amount of capital for you to get started. If you have a computer, a hard work ethic and a good online business idea, you could soon be making a superb annual revenue. If, however, you are stuck for ideas and are looking for a light bulb moment, here are some online ventures to start with zero money.

Drop Shipping

The beauty of drop shipping is you don’t need to have cash in the bank to sell high-quality products to your customers.

For example, you will not need to purchase a large inventory of products, as you will only buy an item from a wholesaler when a customer places an order on your website.

Plus, as they will keep the products in their warehouse and will process a delivery to a customer, this can reduce your overheads even further.

You will, however, need to find the right product to sell on your website to make a great profit.

For example, if you want to develop an e-commerce clothing brand, you should find reputable t-shirts, trousers and hoodies suppliers, which could cater to consumer demand.

 

Digital Information Products

An internet business also allows you to sell digital products, which should provide your customers with value for money. As you’ll have no physical products to sell, you will not need to worry about manufacturing, warehousing or distribution.

You can, therefore, create information products for free, which you can then sell for a fixed price to a customer.

Some of the most popular digital information products include:
  • eBooks
  • Travel guides
  • A recorded webinar
  • Videos
  • An audio interview
  • Instructional booklet

It is, however, essential to make sure the digital product is both engaging and useful to generate a sizable amount of sales.

An Online Consulting Business

If you have extensive experience in a field and believe you have considerable knowledge you can pass on to others, an online consulting business could be an ideal option.

It is easy to get started, as you will need to set-up a website, identify a target market, set consultancy rates, and start networking in your industry to attract clients.

It can be a rewarding online venture, as it will enable you to earn a living while passing on your expert knowledge to other professionals, which can help them to excel in their chosen field.

Video Monetization

There are many online video publishing websites that allow you to monetize your videos, such as YouTube. If you can produce high-quality, informative, or entertaining videos on your smartphone or computer, you could earn a substantial profit.

Profitable YouTube video ideas can include:

  • How to videos
  • Cooking videos
  • Gadget reviews
  • Book reviews
  • Online tutorials
  • Blogger interviews
  • Fitness videos
To start monetizing your videos, you will need to link your channel to Google AdSense, and you’ll make 68% of the ad revenue. If a user watches 30 seconds or more of an advertisement, you’ll receive around $0.18 for the view, which can amount to a hefty sum over time.

 

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Could an EMBA Be What You Need as an Online Entrepreneur

 The EMBA Could Be Right For You

If you’re serious about your online business and want to expand your entrepreneurial career, then you might have already looked into the various types of degree programs and other educational courses available to help boost your knowledge and skills. Whilst many entrepreneurs have made it big without graduating from college at all, there’s no denying that certain degree programs, such as an online executive MBA, can give you a competitive edge and provide you with valuable knowledge and skills for getting your business to the top. We’ve taken a look at some of the ways an EMBA program can help you better run your online brand.

#1. Decision Making:

As an entrepreneur, there will be several times where you’ll be in a position which requires you to make an important decision for your business. In some cases, the decision that you make could have serious consequences in terms of profit, reputation, and many other factors that directly affect your company’s success. An executive MBA degree online from Washington State University will provide you with all the knowledge needed to make informed decisions that are better for both yourself, your company, and your employees.

#2. Leadership Skills:

When you run an online business, chances are you won’t be on your own – as your brand grows, you’ll likely find yourself in a position where you will need to employ members of staff or consider taking on freelancers and outsourcing some of the workload to others. Not only will studying for an executive masters in business administration improve your skill-set when it comes to finding and hiring the right people for your team, it will also enable you to work on your leadership skills and become more effective in leading your brand towards success.

#3. Study as You Work:

If you have your heart set on attending college to study for an MBA degree, then an online executive MBA program could be the perfect option for you. With the average EMBA student enrolling in this degree program later in life and many continuing to work whilst they study, you can find various program options available that are tailored to this type of student. So, you’ll be able to easily fit your business responsibilities around your studies; an important requirement for any entrepreneur who isn’t willing to put their business venture on hold.

#4. Expand Your Network:

Whatever kind of online business you run, building up a strong professional network is an absolute must when it comes to achieving success. Without the right people around you, achieving success as an online entrepreneur is going to be more difficult than ever. Studying for an MBA or EMBA program will present you with many opportunities to attend networking events, meet influential new people and socialize with other students, many of whom may have more experience than yourself, or helpful advice that they are willing to share.

 

Did you find this information helpful to your current situation? We’d love to hear from you in the comments 

 

 

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