Call Center Behavior Coaching: Turning Potential into Performance

Imagine an aspiring basketball player who is trying to master his three-point shots. He spends many hours in his training sessions. He watches tons of videos of how top players shoot the ball, and he tries to copy them. Still, his stats are not where they should be.

But when a good coach with a lot of knowledge works with him, watches him shoot the ball, explains what he is doing wrong, and shows him different techniques he can use to correct his form, he can make improvements in his shots, as well as his overall performance on the court. It is the one-on-one guidance and personal focus that make the difference.

To find out more about business coaching, click here for details.

Coaching call center (CC) agents are no different. While these professionals receive customer service training, usually it is a group session designed to refresh or acquire skills, update agents on important promotions or policies, or address CC performance goals. Once these sessions are over, companies need to coach their workers individually to help them learn and master the techniques and procedures that they learned.

Sometimes, companies shy away from one-on-one coaching because it is a time-consuming task. Sometimes it can also cause emotional issues to the agent. Having to tell workers that their performance is lacking is not a pleasant task.

But based on experience, one-on-one coaching is one of the best ways to help agents understand their weak and strong points, as well as help them improve their behavior and realize their potential. Let us take a closer look at some effective methods for CC coaching. When supported by excellent software, these coaching techniques can help organizations propel their workers towards success.

Start with sandwiches

A lot of people react defensively to evaluations and criticisms – even if it is good in nature. The best way to make sure that workers will be open to the company’s suggestions for improving their performance is to put negative feedbacks between two positive comments.

Use their own work data to start coaching sessions with positive tones. Then introduce the negative criticism and show them how these things can improve their performance, just like another Key Performance Index that they recently exceeded. Starting and ending on a high note contributes to their readiness to learn.

 

Use real examples and hard data

Workers value clarity, as well as the knowledge that the company is treating them fairly and squarely. Concrete information lets workers quantify shortcomings and understand whether it is a serious problem or a small one. It is more helpful to see actual data showing a decrease in the worker’s customer satisfaction score than simply saying that their scores have been steadily declining lately.

Click https://www.indeed.com/career-advice/career-development/constructive-criticism to know more about constructive criticism.

When discussing negative criticisms, companies need to provide specific examples from the worker’s call recordings. During the playback, the supervisor or the coach can point out the interaction where they went wrong and how they can handle it better, by using certain methods. They can also playback similar conversations from other agents who mastered the method and used it with great ease and success. The more concrete and objective the feedback, the easier it will be for them to understand what they need to do and improve in the future.

Role-play

Like in any profession, practice always makes perfect. Roleplaying is an excellent way for workers to practice the behavior and skills they need to improve their client interactions. Coaches can use the agent’s recorded calls to find exchanges that should have been managed a lot better. They need to let them play the role of the client in these interactions while the coach plays the representative.

In this role play, the coach can demonstrate how to use positive language (as an agent) to negotiate hard or tricky encounters with the client that can lead to a satisfactory result. They can switch roles and let the representative practice the behavior and skills they just learned. This way, they can get the needed experience to successfully deal with the call and immediately respond to their behavior.

Listen

Usually, workers are just as aware of their flaws as their supervisors, managers, or coaches are. The best use of these sessions is to ask the representative to do some self-assessment. Once they know that the supervisor is there to listen, they can openly examine their success and difficulties. There is a good chance that their Key Performance Index and customer feedback metrics have already given them a closer look at areas they need more improvement. Shortcomings maybe because of barriers that the worker’s experiences by the supervisors are not aware of.

Once the management has heard the worker’s side of the story, they can better guide them to plans and decisions …

Types of Digital Marketing and Their Best Tips

Digital marketing

Nearly 75% of all marketing is done online. Manufacturing companies are aiming at utilizing digital marketing to promote their products and services.

The area of digital marketing is in itself divided into so many other categories.

Whether you are a company or a person who wants to learn more on digital marketing here are some of those categories and tips to help you succeed in each;

1.  Optimize your websites

Search engine optimisation is a tool that is widely used in digital marketing.

It involves improving your website and your content online to improve visibility upon a search result and in turn, bring in traffic.

Search engine optimisation is broadly categorised into four different types;

·        On-page SEO

These include optimising content within your own website that will generate higher rankings.

For instance, optimising title tags, meta description, and keywords.

·        Off-page SEO

These are the activities done outside your website to increase organic traffic. For example blog

commenting.

·        Technical SEO

Some of the best practices in technical SEO include increasing website processing speeds.

Website processing speeds are largely determined by your web hosting provider or your website server.

Visit Britainreviews.co.uk and look up broadband internet services reviews for insights on some of the best internet providers to boost your web speeds.

The best tip to succeed in search engine optimization is to ensure you are applying for all three. Ensuring the type of content you post out there handsome aspects of on-page optimization, onstage and technical issues.

A combination of all three does wonders in bringing in organic traffic.

2.  Email marketing

The way email Marketing works is that you get people to subscribe to your content through using their emails. You will then get a subscriber list to which you shall be sending promotional content or any update on your products.

Email Marketing can be a very successful way to market. Remove the most successful companies that have been able to maintain a fan base through their email is Bath and body works.

So many of their customers have been converted to purchase products because of their massive email campaigns.

The key is to get as many people as possible to subscribe to your email lifting and constantly update them with the letters marketing your products.

The game-changer here is to create content that hooks your subscribers and encourages engagement.

3.  Influencers outreach

You must have probably had one of your favorite social media influencers try to convince or influence you to buy something.

One of the simplest guides to digital marketing is to reach out to influences to help you promote products.

What you need to understand is that you need to identify the right influencer.

This is one of the greatest mistakes most marketers make when reaching out to influencers.

You don’t want to reach out to an influencer in the Tech industry and convince them to promote your beauty products.

Is not logical and chances are high that it will backfire and not bring any traffic because a majority of their audience are interested in tech projects rather than beauty products.

4.  Paid advertisement

Sometimes you may have to spend money to make money.

The quickest way for your products and content to stand out on the internet is to pay.

Essentially there are two main and competing types of paid digital advertising;

·        Pay-per-click

Pay per click essentially means be an Advertiser based on the number of clicks the content gets. So if an advertiser advertises your content to 1000 people but only 100 people click on the advertised link, then you will only pay the 100 clicks.

·        Pay-per-impression

Pay per impression means you shall be paid based on how many people view the advertisement that is and how many people clicked or followed up on the advertisement.

When you sit down to choose which one to go for, what truly matters is what you are after.

If you are a new brand and you want to bring the word out there and raise awareness to people not necessarily having them buy your products, payment per impression is the best option.

If you’re after making a sale,  payment per click is the best form of digital advertisement to go for.

Conclusion

Forget all those a thousand ways to succeed in digital marketing tips you see online.

What I have outlined above are the four main forms of digital marketing followed by tips on how to succeed in them.

5 Ways Technology is Benefiting Online Shoppers

Technology

Technology is making huge impacts in various aspects of our lives. Its effect is evident in the commerce industry.

As seen from the feedback and reviews on UK.collected.reviews, e-commerce is the way of the future, more than it has ever been before. Even with the emergence of the global pandemic that has seriously resulted in generally unsafe situations, the e-commerce industry has recorded a huge turnout of online shoppers. There have been a lot of recorded successes about online stores. All these because of the role of technology within the commerce industry. Here are some of the ways technology is benefiting online shoppers.

1.      Faster Buying:

For online shoppers, technology has made online shopping so much faster than physical shopping. Online buyers can get the products they need faster without any hitch or constraint by physical shopping operating hours. The system of an e-commerce shop is automated at every minute to constantly attend to the needs of customers. Also, even the shipping method has been processed to make quick deliveries available to buyers. This is important to many online shoppers as every shopper loves the immediacy in receiving orders.

2.      Convenience:

Technology has made it so easy for buyers to do that from the comfort of their homes without any interruption whatsoever. With the help of technology, a new form of shopping ease is set up for online buyers. You can comfortably sit at home and make orders, receive orders or even make complaints about orders that are faulty.

3.      Personalized Experience:

With the help of automation and customer profiles, e-commerce delivers a highly personalized online experience for its customers. The algorithm of the shopping site showcases relevant products to buyers based on their past purchases. This often leads to higher average order value as it makes many online shoppers feel like the site understands them individually.

4.      Comparison Shopping/ Wide Range of Varieties:

One of the great things technology has done for online shoppers is to encourage the variety of e-commerce businesses that online shoppers can skim through individually, compare and contrast products, their quality and prices. There’s a wide availability of choice in online shoppers that a shopper is always opportune to meet their shopping needs. Technology has benefited online shoppers in this way because they do not have to go through the hassle of visiting various physical shops trying to make up their minds on various items. They get to choose wisely by having a technological device that assists such practices. What this has done is to bring the market closer to buyers, reducing the tediousness often associated with physical shopping.

5.      Saves Cost:

E-commerce shops have a product display layout that lets you see the product and its price as you are purchasing. Many online shoppers get to save money while shopping online as you are constantly made conscious of what you’re selecting into a chart.

Technology has benefited online shoppers in so many ways, and these benefits dwell mostly in the fact that it has brought the market nearer to them.

INTERESTING AND CREATIVE MARKETING STRATEGY FOR IOS APPS

marketing

The production of iPhone apps has become a very profitable venture. Many technical experts and businesses have gotten involved in the creation of specialized iOS applications. Getting a great iOS app developer for your company, no matter what industry you’re in, maybe one of the smartest business operations you’ve ever developed. Get into the US-reviews.com platform on which the customers gave reviews honestly. It will help you in decision-making.

However, the difficult part arises after the app is developed. They always struggle to reach a wide market with their iOS apps. This is a serious obstacle to distributing an app to the general public. So, if you’re one of the many developers hoping to make it big in the successful iOS mobile industry, here are some key points to consider to help you grow and market your iOS app. Multimedia software online reviews are beneficial to readout.

1.  Submit for Reviews

For developers who want to advertise their product, getting it tested is a must. Requesting the application to review platforms will give it some potential exposure and if it’s good enough, these platforms will also support you get recognized in the app sector. If you’ve created a premium version, make sure to include redeem codes so that bloggers can get a digital sample and give feedback.

2.  Create your landing page

Make a new page with a valid web address and keywords that are SEO optimized. Have some visual impressions of the software as well as images to help the customer understand its functionality and utility. Collect appropriate online reviews and include user forums.

3.  Advertise your app

Advertisement is a fantastic move for any app or game. Learn about the platforms that are important to your app’s segment and purchase advertising space on them. You might also approach a few reviewers who would be interested in promoting your iOS app in return for a monetary or another kind of incentive. Advertising for an iOS app is a perfect way to reach a vast number of people and build a strong potential audience.

4.  Giveaways and coupons

A free promotional competition or a discounted discount code to promote an iPhone/iPad app would attract a large number of potential buyers. The giveaways concept is particularly beneficial for quick apps that have just been published. You may also give away quality giveaways like T-shirts, coffee mugs, stickers, and other items to help promote a product.

5.  Collaborate

Work collaboratively with sector creatives and well-known business executives. This will help you gain credibility in your profession and establish the reputation of your application. Find like-minded people and share who are inclined to assist you to promote your iOS app. This may include technology commentators, writers of books, reporters from newspapers, and so on.

Without effective advertisement, no matter how well you’ve planned and created an app, you’ll lose out on reaching your intended audience, and any money-making possibilities for your designed iOS app will be infrequent.

Healthcare mobile app development

So, you’ve done your research and selected the market niche and the type of your mHealth app. Now it’s time for planning and estimating the project scope, budget, and main features of your product. Healthcare mobile app development can be daunting and time-consuming unless you’re well prepared.

Follow these steps to make sure you don’t miss out on anything important.

Understand your audience

Target audience analysis is a crucial part of your product discovery phase. The target audience represents more than just users of your app. It’s a huge market segmented by various factors, including country, gender, age, education, income level, lifestyle, etc.

There’s no way to build a successful medical app without understanding users’ needs. Each region has its specifics and regulations, so start by choosing the targeted countries for your platform. In 2020, the global mobile health market revenue share in North America was 38%. Europe and the Asia-Pacific took other parts of the pie with shares of over 25%.

Your audience research will give you a clue on necessary features and general expectations from a mHealth app.

Outline core features for MVP

Unfortunately, you cannot have all the cool features at once — otherwise, the development time and cost will be outrageous. That’s why you should separate must-have from nice-to-have features for your MVP. If you’re stuck on prioritizing the features, the business analysis will help you better understand your product requirements and business needs.

The key features of your medical app for doctors will depend on the chosen application type. Here is a brief list of mHealth apps functionality:

  • Patient data monitoring
  • Secure doctor-patient communication
  • File exchange
  • Appointment scheduling
  • Integration with EHR
  • Integration with payment systems
  • Integration with Google Kit and Health Kit
  • AI health assistant
  • Progress tracking and analytics
  • Cloud data storage
  • Cross-platform accessibility
  • Notifications

Go for essential features that reflect your app’s concept in the first place. You can always add more functionality after the MVP is released.

Take care of UX/UI design

While the fancy design is not a must for a medical application, usability could be the turning point for your app’s success. Paying attention to UX and UI design ensures smooth interaction between the users and your brand.

Follow these rules to make your healthcare app user-friendly:

  • Optimize user journey. Make all actions as easy as possible.
  • Choose an ergonomic information architecture. Highlight core features with UI design.
  • Make sure your design is responsive. Adapt the app’s interface to various platforms and screen sizes.
  • Empathize with your users. Find out what your audience needs and give it to them.
  • Test your design. Validate your ideas through usability testing and user feedback to upscale your app. You can choose a more conservative or modern design depending on your target audience’s preferences. Planning all details and visualizing them with design prototypes will save you costs and shorten time to market.

Pick a dedicated development team

The qualifications and experience of the chosen development team make a big difference in the prosperity of your product. Hiring in-house developers increase the project cost and require additional time while working with freelancers doesn’t guarantee the expected result.

The best option is to choose a close-knit team with experience in healthcare mobile app development. Entirely focused on your project goals, it takes care of the whole development process from hiring to project management. A dedicated team accelerates the product development lifecycle and provides smooth and effective communication to achieve the best possible result.

Consider security compliance

Since healthcare applications handle a lot of personal information, it’s vital to keep patient data safe by complying with legal and privacy regulations. The following list includes regulations needed for medical apps within the US market:

HIPAA. Adherence to HIPAA is mandatory for all apps that process and store Protected Healthcare Information (PHI) such as CT and MRI scans, lab results, and doctor’s notes.
CCPA. This law informs patients about the collected data, provides reports, and removes the data at the request.
NIST. It’s a cybersecurity framework that offers a wide range of tools and services explicitly for mHealth applications.
In other words, there is no way of launching a medical app without following cybersecurity standards.

Choose app monetization model

Whether you’re building a medical app or any other app, you can choose from the same list of monetization strategies. Your options include:

Freemium. The idea is to give access to basic features while offering advanced functionality for a premium account.
Certified content. This strategy involves providing free access to a limited amount of content. After users reach the limit, they need to sign up and pay for a subscription.
Relevant advertising. You can bet on targeted mobile ads that use GPS or beacon-based localization.
Subscription model. Offer different subscription plans for doctors

A guide to Enterprise Software Development

Enterprise systems help integrate various business functions across an organization. As good as it sounds, developing an enterprise system has hidden pitfalls that can affect your spending. Read our in-depth guide to get the best out of enterprise software development.

What is enterprise software development?

Enterprise software development focuses on a company’s needs rather than individual user’s needs. Since enterprise apps are used within a company, they are developed based on the internal environment and business processes. Organizations of different sizes and industries have different demands. The goal of enterprise applications is to fulfill a company’s specific needs and meet specific business goals.

The majority of modern enterprise systems implement the SaaS model when software is developed using web technologies and is hosted on a cloud. Sofware as a service approach ensures rapid performance and flexibility of a system. However, some organizations still prefer traditional desktop apps as they provide greater security and control.

The three main types of enterprise systems

The first and foremost task of any enterprise software is to store, process, and transfer data. Most systems provide various workflow automation and document management tools designed for a specific industry or company’s activity field. The larger the organization, the more complex system they need. For example, large corporations combine several applications or choose integrated enterprise systems for their supply chain, inventory, accounting, and sales management.

Here are the most common types of enterprise software used in retail, pharmacy, real estate, manufacturing, and other industries.

Customer Relationship Management systems

Customer retention can be challenging. Companies make tremendous efforts to find new clients, but they put even more resources into establishing solid relationships with existing customers. CRM systems centralize and streamline all customer-related operations by gathering, categorizing, and analyzing customer data from various channels. That’s why the CRM market keeps growing year after year and will reach $114,4 billion by 2027.

The benefits of using CRM systems include:

  • Defining consumer trends and insights based on customer behavior
  • Enhancing the quality of brand communication and client service
  • Automating sales funnels
  • Increasing customer retention rates
  • Protecting customer data privacy
  • Engaging customers through loyalty campaigns and other marketing tools

Here are the top requested features for CRM software:

  • Contact management
  • Interaction tracking
  • Scheduling
  • Email marketing
  • Pipeline monitoring
  • Reporting and analytics
  • Integration with other platforms
  • Mobile accessibility
  • Artificial intelligence
  • Workflow automation Summing up, CRM systems help companies sell faster and provide better customer service. To keep all business processes in one place, many organizations integrate CRM within ERP systems.

Enterprise Resource Planning systems

ERP solutions are used to manage day-to-day business activities, including planning, budgeting, procurement, human resources, risk management, etc. ERP systems tie together different business processes and ensure safe data flow within an organization. This type of software is crucial for managing medium and large-sized businesses. The global ERP market worth will hit $48,22 billion by 2022.

There are numerous benefits of using ERP software:

  • Lower operational costs thanks to optimized business processes
  • Data and infrastructure consistency across departments
  • Risk reduction through data integrity and control
  • Actionable insights based on real-time data analysis
  • Enhanced cross-team and in-team collaboration
  • Workflow efficiency
  • Lower maintenance costs

The most requested features for ERP systems include:

  • Accounting
  • Finance
  • Human resources
  • Planning
  • Marketing
  • CRM
  • Inventory management
  • Order management
  • Invoicing
  • Project management
  • Scheduling
  • Reporting

Although ERP solutions offer great opportunities for business growth, not every company can fully leverage them. To get the most out of ERP software, make sure it’s accessible for employees and aligns with current company processes. The safest option would be to choose software development services that combine ERP development with excellent client support, software maintenance, and integration.

Supply Chain Management systems

According to The BCI report, 69% of companies don’t have total visibility over their supply chain operations. Supply chain management systems increase visibility and control throughout supply chain activities. SCM applications are involved throughout the whole supply chain lifecycle, from production to logistics and warehouse management. They take care of end-to-end supply chain transactions, data and document flow, supplier relationships, and other related processes.

The advantages of using SCM systems include:

  • Lower costs and better financial control
  • Eliminating logistical errors and other risks
  • Maximizing customer value
  • Effective forecasting and decision-making
  • Faster time-to-market
  • Better customer service and communication

Here is the essential functionality of supply chain management software:

  • Inventory planning
  • Warehouse management
  • Logistics
  • Returns management
  • Sourcing and supplier management
  • Order management
  • Inventory management
  • Order management
  • Data analytics
  • Procurement
  • Production lines maintenance

Supply chain management software development is vital for companies looking to keep up with the market competition. The best option is to partner with a company that provides custom software development services. This way, you get a system that seamlessly integrates into your workflow and serves your specific company needs.

 

Respecting WordPress, The Best Tips And Tricks Are Here

Blogging is one of the most popular ways to express yourself online. With a blog, you can share your ideas and insights with the whole world. One of the most popular blogging platforms is WordPress. If you are interested in learning more about this powerful tool, the following article can help.

Be sure to stay on top of updates! Many updates to add-ons or WordPress itself are security-based, meaning your site could be compromised if you don’t update the software. If it’s telling you a new update is available, install it as soon as possible to protect your site from harm.

Make sure you have a landing page. This will ensure that visitors arrive at a specific page instead of directing them right to your most recent posts. A landing page will help your site gain an air of authenticity and helps it to look a little more professional than it would have otherwise.

Pay attention to your footer. The bottom of your page does not just have to be wasted space. Instead, put in an important link or work in a few words about who you are and what you do. You could even use the footer to tell visitors a little more about the site itself.

Use the “ABC” button to spell check your posts before they go live. Many people overlook this ability, but WordPress can spell check your work for you. This ensures that you continue to give off a professional look with your posts and yet you don’t have to use a separate program to do so.

Are there lots of people commenting on your posts? If so, it can be hard to weed through all of these comments. Use a plugin to add page numbers. This will improve your blog’s navigation and give your website a more organized look.

Don’t forget to spellcheck your WordPress story. WordPress makes that easy through a spellcheck button on the editor itself. Look for a button that has the letters “ABC” on it. It’ll then scan your post for spelling and common grammatical errors. Check any word or phrase that has a red squiggly line under it.

As you begin getting comments on your posts, consider allowing people to post with an avatar. It helps your site feel like more of a community, and it only takes a minute to do. Simply go to the settings area of your dashboard and then click on “discussion.” You should see the option there to enable avatars.

Incorporate a social sharing plugin for your WordPress blog. Integrating social media with your blog will be a great boon to your traffic. Your users can instantly share your article through Facebook, Twitter and other social media sites. Look for a plugin that will allow liking and sharing, since both will be beneficial.

Have you ever wanted to start your own blog? Now that you have read this article, you should have a better idea of how you can use WordPress to blog. Getting started is really not so hard once you take the time to learn the basics. Use these tips to get started today.…

Consider These Important Aspects Of Web Design

Often people assume that they cannot design a website but you can if you just learn how to do it. As with all things Internet, you can find programs that help you design web sites easily. Continue on for some great tips on how to choose the best web design program to build your site.

Although it is common to see the www. at the front of a website URL, you should try to make sure that you can access your site whether you choose to include it or not. This will make it much easier for anyone to access regardless of how they type it.

Give your visitors the ability to search your site so that they can more easily find what they are looking for. If someone cannot find what they are looking for right away, their next thought will be to look for a search field. Put this somewhere obvious and include a search button.

Test your website before it goes live. There’s nothing worse then launching your new website and having to take it down right away due to bugs or other issues. Get a group of people together who are using different web browsers and computer platforms, and ask them to use a beta version of your website, writing down any issues they come across.

To help you design a more professional looking site, do not include an image in the page background. A background image screams low quality site, plus these site usually take forever to load. When you are going for a more professional look, the last thing you want is your visitors waiting forever because images are still loading on your pages.

Do not go overboard in using lots of fonts when creating your website. You should also think about how different fonts will look and how readable they are. Verdana is one of those popular fonts that is readable in all sizes and colors.

Do not use images for your background. When you think about some of the biggest websites on the Internet, they do not have images as backgrounds. When you use image backgrounds, you represent yourself as someone who is not well-versed in web designing. Images as backgrounds also cause your site to load slower, which can lead to user frustration.

If you are not feeling confident in any area at all when you’re designing a website then go ahead and ask for help from someone. You can either find help from a friend or from strangers on places like forums on the web. Just be sure you don’t tackle anything without knowing what you’re doing first.

As previously mentioned, it is easy to create websites these days due to the large number of software programs currently available. By reading a few instructions provided by the chosen software program, your new career as a designer of websites will be firmly within your grasp. Take the ideas learned from above to help you find a good web design program that works well for you.…