How to Successfully Manage a Hybrid Workforce

Posted by Severine Hierso on Wed, Jul 14, 2021 @ 11:14 AM

It’s been a year of extremes. Trading bustling office spaces for home offices, colleagues for cats and children, and entering into the world of online meeting spaces, managing your workforce has most likely had some changes. Some of these look likely to stick around, challenging and reshaping how we view work and productivity, requiring new, imaginative ways of managing your team. The current buzzwords are ‘hybrid working’, but what exactly is hybrid working and how can you manage it successfully?

What is hybrid working?

A hybrid is a mix of two different things – in this case, the mix of in-office working and online remote working. This has benefits as well as challenges, so it is worth spending some time preparing and setting structures in place to accommodate for it. This might be a daunting undertaking, but we’re here to make sure your hybrid workforce runs as smoothly as possible.

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Challenges

You might have already started running through all the difficulties facing a hybrid workforce and absolutely, there will be challenges. However, by acknowledging them early on, you can strengthen your hybrid workforce, anticipating and avoiding issues later on. Some challenges to be aware of upfront might be:

  • Difficulty collaborating across the workforce
  • Suitability of different work environments to different people
  • Avoiding prejudice or assumptions about either workplace
  • Ensuring security and privacy online
  • Flexibility required

Benefits

However, just because hybrid working faces some challenges, doesn’t mean it is without its benefits. These can add to your company’s appeal as an employer, whilst boosting the morale and loyalty within current employees. Depending on your company and the people you work with, the benefits can outweigh the challenges. These include:

  • Wider inclusivity and diversity of employees, particularly those with disabilities, chronic illness and other circumstances that make commuting difficult
  • Larger hiring area 
  • Reduced costs on office spaces
  • Greater flexibility in working hours
  • Workplaces more suited to employees 

What are you waiting for? Turn your team into a successful hybrid workforce quickly and easily with our guidance.

Key ways to manage hybrid workforces

Check-in with the individuals

A company is nothing without the employees, whatever role they take. So, the better you look after your employees, the more productive your company. This can be through one-to-ones or team meetings, any way to gauge how they are doing. Making use of the best RPA tools when scheduling check-ins can save time and ensure this is an automatic part of your week.

For hybrid workforces, communication between you and your team needs to be taken to the next level. Don’t assume that because someone has been working from home for the past year, that is their preference. Likewise, members of the team who have been in the offices may not thrive in that environment constantly. Having conversations clears up ambiguity and prevents issues from arising.

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Make sure everyone is fully equipped

Not everyone in your workforce will have the same access to the equipment they need to work their best. While in office spaces, it is apparent if someone requires additional equipment to improve their workspace and they can easily join an IT helpdesk ticketing system when facing technical issues. This can be challenging when managing a hybrid workforce.

One way to check everyone is properly equipped is by listing the resources, equipment and technologies that would be available to them in the office. This includes laptops, second screens, and extends to less obvious things, like paper to print on, high internet speeds and a technical support team on call. Using this list, discuss with your employees what they need, and how the company can provide additional support for those both in the offices and working remotely.

Look for signs of burnout

This year has taken its toll on all of us, and your workers may be in different circumstances to where they were a year ago, six months ago, or even last month. Happy and healthy employees are more productive, creative and innovative, so it is worth watching over your team and finding ways to help them. Encouraging the whole team to do this for one another starts building community and can be more perceptive to individuals.

Working remotely doesn’t eliminate burnout, and can often be just as stressful as working in an office. The concerns of each person might differ, but they should be taken just as seriously. Showing a real interest in your team member’s well-being is a great quality in a manager and can provide early solutions to issues before they become problematic.

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Create a regular team schedule

With a hybrid workforce, it can be hard to keep track of everyone and where they are at. Private cloud computing can help to some extent, but ensuring regular meetings as a whole team and in smaller task forces can help with organization and keeping tabs on everyone. This is key for clear and consistent communication across the office and remote workers.

Having a team schedule also gives advanced warning to workers regarding when they are needed in calls – perfect for those factoring in school runs, doctors visits, or additional demands on their time. This may apply to workers both remote and in-office, improving the working experience for the whole team.

Share resources

Having a shared drive and applications for instant messaging helps to accelerate projects and communication, especially between those in office and remote. Although emails are still necessary, they take longer to receive responses from and are not always suitable for sending files. By sharing resources and documents instantly, there is no delay between employees working together, regardless of their proximity to each other.

This is useful when searching for documents, not knowing who created or had them saved. Rather than asking everyone to look, anyone within the team can access the shared drive and find past documents without hassle. Using voice recognition software can further speed up this process, using AI to search through shared drives.

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Work hard, play hard

This year has been tough on everyone and adapting to hybrid working can put a strain on some. Take time as a team to have fun together, both remote and office workers. Use one of the myriads of online team-building exercises, have designated coffee breaks including remote workers, or find events where the whole team would be comfortable getting involved.

Having a strong team relies on the relationships between team members. So, although these activities might not seem directly productive, they can diminish division between office and remote workers, building up community spirit within your workforce.

Be flexible

Hybrid working gives employees additional flexibility to improve their work/life balance. Whether in flexible working hours, part or full-time remote working, or flexibility to take your dog to the vet, this improves the wellbeing of employees and gives them ownership over their work. 

Although you might anticipate needing flexibility with remote workers, it is equally needed for those returning to offices, or who never left. Being aware of this can prevent assumptions of what office working or remote working is, and allows each individual to have the same opportunities available.

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Prepare for change

We have adapted to a lot of change recently, becoming familiar with new rules and regulations and managing our teams through very different methods. This should act as a reminder to prepare for change and things not playing out how you anticipate. This could extend to the purposes of offices and meeting rooms changing, as well as ensuring you have business continuity planning software and procedures in place.

Be aware that the needs and preferences of your workforce might also change. Working remotely might be ideal for a parent during the school term, but during holidays working in the office may be better. Similarly, keen office workers might find themselves needing to work remotely while looking after vulnerable family members. Being open and ready for change makes conversations with employees around changing their work environment a lot easier, ensuring they can always work in a place suited to them.

It doesn’t have to be perfect, as long as it works

Hybrid workforces are a new and constantly improving aspect of companies, meaning there is no one way to perfectly manage your new hybrid team. What works for you depends on your workforce and the individuals within it. There are plenty of new developments to share the workload across your team, from dialler software, to synchronized calendars. In testing the ropes, mistakes and difficulties will happen, but don’t let this put you off. You’re in good company with many other businesses also making the move to hybrid working. 

RingCentral won the Award for Innovation in Human Resources in the 2020 Asia-Pacific Stevie Awards.

Bio:severine-hierso
Severine Hierso

Severine Hierso is EMEA Senior Product Marketing Manager for RingCentral Office, the leader in cloud communications solutions and ACD systems. She is passionate about creating value, differentiation and messaging, ensuring a better experience for customers and partners.

She has gained extensive international Product Marketing, Market Research, Sales Enablement and Business development experience across SaaS, Telecommunications, Video Conferencing and Technology sectors
within companies such as Sony, Cisco, Cogeco Peer 1 and Dimension Data/NTT.

Topics: Asia-Pacific Stevie Awards

Grand Stevie Winners Announced In 2021 Asia-Pacific Stevie® Awards

Posted by Maggie Gallagher on Mon, Jun 07, 2021 @ 09:00 AM

The Stevie® Awards, organizer of the world’s premier business awards programs, announced the winners of six Grand Stevie Award trophies in its eighth annual Asia-Pacific Stevie Awards. The Asia-Pacific Stevie Awards are the only awards to recognize innovation in the workplace throughout the entire 29-nation Asia-Pacific region. All organizations in the region are eligible to submit nominations to the competition.

Gold, Silver, and Bronze Stevie Award winners in the various categories were announced on 5 May. Those awards were determined by the average scores of more than 100 executives worldwide acting as judges in March and April. Winners will be celebrated during a virtual awards ceremony on Wednesday, 14 July at 2:00 pm KST. Tickets for the event are now on sale.

APSA Grand Winners

The 2021 Grand Stevie® Award for Most Honored Organization of the Year goes to Telkom Indonesia, with 89 award points. This is the sixth time Telkom Indonesia has earned a Grand Stevie Award in the Asia-Pacific Stevies.  This award could not be applied for directly. The award is determined by a points system based on the total number of awards won in the competition, with a Gold Stevie win counting for 3 points, a Silver Stevie for 2 points, and a Bronze Stevie counting for 1.5.

Grand Stevie Awards are also presented to the highest-scoring nomination from each of the four nations that submitted the most nominations to the competition:

Australia: The nomination of VivoPower International PLC’s organizational turnaround by Arowana (North Sydney), which won a Gold Stevie for Innovative Achievement in Organization Recovery.

China: The nomination by CITIC Telecom International CPC Limited, Hong Kong, of AR Remote Hand - an AR-based operations and maintenance solution to transform customer experience. The nomination won a Gold Stevie Award for Innovation in Technology Development.

Indonesia:  Telkom Indonesia’s nomination of their collaboration with other state-owned companies on the National Vaccine Distribution System (NVDS), winner of a Gold Stevie Award for Most Valuable Service During COVID-19.

Philippines: There is a tie for the highest-scoring nomination from the Philippines, which is second only to China in the number of nominations submitted. Both of the following nominations will receive Grand Stevie Awards:

  • Prime Metro BMD Corporation(Pasay City), winner of a Gold Stevie Award for Most Valuable Corporate Response During COVID-19, for their role in the rapid construction of medical facilities at the outset of the pandemic.
  • SM Supermalls / SM City Clark(Angeles City), for their release of SM Buddy, a virtual shopping assistant developed during the pandemic, which tied Prime Metro BMD’s nomination for the Gold Stevie for Most Valuable Corporate Response During COVID-19.

The 2021 Asia-Pacific Stevie Awards have recognized organizations in 20 nations including Australia, Bangladesh, Cambodia, China including Hong Kong and Macao, India, Indonesia, Japan, Malaysia, Myanmar, New Zealand, Norway, Philippines, Singapore, Sri Lanka, South Korea, Taiwan, Thailand, the United Kingdom, the United States, and Vietnam. More than 900 nominations about innovative achievements in the 29-nation of the APAC region were considered by the judges this year.

“So many of the nominations we received this year address how organizations and people have met the challenges presented by the COVID-19 pandemic, so it makes sense that a majority of our 2021 Grand Stevie Awards will go to nominations that recognize those efforts,” said Maggie Gallagher, President of the Stevie Awards. “We commend all of this year’s Stevie Award winners for their achievements, and we look forward to celebrating them on 14 July.”

Details about the Asia-Pacific Stevie Awards and the 14 July awards ceremony, and the list of Stevie Award winners, are available at http://Asia.Stevieawards.com.

Topics: Asia-Pacific Stevie Awards

Winners in 2021 Asia-Pacific Stevie® Awards Announced

Posted by Maggie Gallagher on Wed, May 12, 2021 @ 02:00 AM

Winners in the eighth annual Asia-Pacific Stevie® Awards, the only awards program to recognize innovation in business throughout the entire Asia-Pacific region, have been announced. The list of Gold, Silver and Bronze Stevie Award winners is available at http://Asia.StevieAwards.com.

The Stevie Awards are widely considered to be the world's premier business awards, conferring recognition for achievement in the workplace over the past 19 years in programs such as The International Business Awards® and The American Business Awards®. The name Stevie is derived from the Greek word for “crowned.”

The 2021 Asia-Pacific Stevie Awards have recognized organizations in 20 nations including Australia, Bangladesh, Cambodia, China including Hong Kong and Macao, India, Indonesia, Japan, Malaysia, Myanmar, New Zealand, Norway, Philippines, Singapore, Sri Lanka, South Korea, Taiwan, Thailand, the United Kingdom, the United States, and Vietnam. More than 900 nominations about innovative achievements in the 29-nation APAC region were considered by the judges this year in categories such as Award for Excellence in Innovation in Products & Services, Award for Innovative Management, and Award for Innovation in Corporate Websites, among many others.

APSA winners 2021 3

Among the top overall winners are Telkom Indonesia (Indonesia) with 15 Gold, 16 Silver, and eight Bronze Stevie Awards, and Tata Consultancy Services (India) with five Gold and one Silver Stevie wins.

Winners of two or more Gold Stevie Awards include Arowana (Australia), Brand Head (Beijing) Consulting Limited Liability Company (China), Cisco Systems (India), Cisco Systems Singapore (Singapore), Elegant Media (Australia), Freelancer.com (Australia), George P Johnson China (China), HYYH - EQUO International (Vietnam), KT (South Korea), Lead8 (Hong Kong, China), Link Asset Management Limited (Hong Kong, China), NESTLÉ India (India), OCBC NISP (Indonesia), Presidential Communications Operations Office (Philippines), Purifas™ (Australia), Sino Group (Hong Kong, China), SM Supermalls (Philippines), STEM Punks (Australia), TTEC Holdings, Inc. (USA), USANA Health Sciences (USA), vivo Philippines (Philippines), VNPT VinaPhone (Vietnam), Wolters Kluwer CCH (Australia), and Yiyang Communications (China).

Gold, Silver, and Bronze Stevie Award winners were determined by the average scores of more than 100 executives around the world acting as judges in March and April.

“The eighth edition of the Asia-Pacific Stevie Awards attracted many remarkable nominations,” said Stevie Awards president Maggie Gallagher. “The organizations that won this year have demonstrated that they have continued to innovate and succeed despite the COVID-19 pandemic, and we applaud them for their perseverance and creativity. We look forward to celebrating many of this year’s winners during our virtual awards ceremony on 14 July.”

Details about the Asia-Pacific Stevie Awards and the 14 July awards ceremony, and the list of Stevie Award winners, are available at http://Asia.Stevieawards.com.

Topics: Asia-Pacific Stevie Awards

Global Support for Historic Journey Across Eurasia

Posted by Hailey Roos on Tue, Apr 27, 2021 @ 03:58 PM
  • Klareco’s blended approach to complex communication provides consistently positive media appearances 
  • Nearly 70 years after the first historic global trek, the Last Overland was successfully completed with guidance from Klareco Communications
  • Klareco’s strategies helped the Last Overland reach over 350 million people worldwide via various media outlets in 26 countries and 14 languages

About Klareco Communications

Klareco is a public relations and corporate communications agency. Their team of strategic advisors uses an integrated communications approach, blending the skillsets of a range of specialists. Their areas of expertise include corporate and financial communications, investor relations, capital market transactions, crisis, and emergency advisory and activation, regulatory and stakeholder engagement, and government communications. These specialists combine their skills to help bring clarity to complex situations. 

The Last Overland

The Last Overland is a 16,000-km journey from Singapore to London in “Oxford” the Land Rover, a re-creation of the historic First Overland expedition of 1955. One of the original team member’s grandsons, Nat George, would be flying the flag for his grandfather Tim Slessor on the journey, driving in his grandfather’s tire tracks. Klareco Communications helped to build a compelling story around the re-creation of the journey, leveraging the family’s personal experience and extraordinary determination, as well as the magnetic appeal of such a historic car. This allowed them to capture both mainstream and motoring audiences through special interest, mainstream, and social media, as well as regional, national, and global media publications. 

Members of the Klareco team provided on-the-round PR support while using the back of “Oxford”, the Land Rover, as their official office on the road through Singapore, Malaysia, Thailand, and Myanmar. Not only was this a brilliant opportunity to be fully immersed in the experience, but it also gave the team firsthand insight into what was actually happening and how to communicate it with the right tone, messaging, and proof points. Along the way, the agency provided strategic communications advice, media relations and event support, coordination and liaison with sponsors and partners, and acted as a point of contact for Southeast Asia and international media. The support continued remotely once the Southeast Asia leg was complete and the agency team headed home. 

By the time Oxford arrived in London in mid-December 2019, the campaign had achieved unprecedented results: at least 250 pieces of coverage across more than 197 media platforms, including local news dailies, motoring publications, radio, Land Rover interest magazines, blogs, and interest group pages. Coverage included 14 languages across 26 countries and regions including Singapore, Southeast Asia, China, UK, U.S., European countries, Eastern Europe, and India, in both print and digital media. The expedition organizers estimate that the reach of this news coverage totals at least 365 million people around the world.

It is not every day that an agency has the opportunity to turn a concept into a pan-Southeast Asia campaign that captures imagination across the world. But this is exactly what Klareco did with the Last Overland. The organizers estimate a social media reach of three million and an audience of more than 350 million globally: not bad for a campaign fueled not by money, but by shared values, enthusiasm, and a spirit of adventure.

Klareco Communications won the Silver Stevie for Innovation in Public Affairs Communications in the 2020 Asia-Pacific Awards®. 

Interested in entering the 2021 Asia-Pacific Awards? 

Request the entry kit

Topics: public relations award, Asia-Pacific Stevie Awards

Global Marketing Company Teams Up with International Football Team to Score Sponsorship Goals

Posted by Hailey Roos on Wed, Feb 17, 2021 @ 03:48 PM
  • E-commerce company capitalizes on global network of distributors to improve lives, worldwide
  • Shared skills of sports and business help distributors and customers benefit from QNET’s empowering wellness strategies
  • QNET partners with Manchester City Football Club to obtain key sponsorship and international reach

About QNET

QNET is an e-commerce direct selling company based in Hong Kong. They offer a wide range of health, wellness, beauty, and lifestyle products to customers worldwide. QNET’s platform makes it easy for customers to build a borderless business promoting their exclusive products, enhancing their lifestyles, and becoming entrepreneurs. 

Performance-Driven Partnership 

QNET’s borderless commitment extends to global communities, focusing on how best to support their needs through the works of QNET’s foundation and various sponsorship programs. QNET has elected to champion sports as a platform largely because of the commonalities between business and sports, both of which require the same qualities including teamwork, open-mindedness, coachability, drive, and hunger for success. 

There’s nothing like sports to bring people and cultures together, uniting the masses in a singular language of passion. QNET is a direct selling company that spans across regions, extends itself beyond borders, and speaks to millions of impassioned distributors from across the world in one single language of growth, success, and overcoming all existing limitations. Because of that global makeup, the company resonates profoundly with the DNA of sports, and nothing expresses this belief better than their partnership with the Manchester City Football Club (MCFC). 

QNET’s marketing strategy depends largely on their deep understanding of their audience—their global network of distributors—and matching their key message with their interests via engaging content. Video recordings with players, trophy tours, and MCFC players/representatives’ appearance at their annual global QNET convention are some of the key assets obtained, which consequently help QNET and their distributors achieve some of their key sponsorship objectives. 

Some of QNET’s key projects include: 

  • Global media presence with 30 social media channels, eight blogs in seven languages, PR interventions across the world, etc. 
  • MCFC Football and Language School in which children from developing countries participate in the opportunity of a lifetime with the chance to be chosen to undergo football and English language training in Manchester City
  • Social media competitions to maximize QNET’s reach through hundreds of thousands of fans and customers around the world
  • Viewing parties organized for leaders and distributors in select countries
  • Partnering with Furkan Yaman, Turkish soccer player, who has over three million YouTube followers

QNET won the Bronze Stevie for Innovation in Sponsorships in The 2020 Asia-Pacific Awards®. 

Interested in entering The 2021 Asia-Pacific Awards? 

Request the entry kit

Topics: sponsorship, Asia-Pacific Stevie Awards

Schedule Revised for 2021 Asia-Pacific Stevie® Awards

Posted by Clara Im on Wed, Feb 17, 2021 @ 07:38 AM

The Stevie® Awards, organizer of the world's premier business awards programs, announced that they have revised the schedule for the 2021 (8th annual) Asia-Pacific Stevie Awards because of the ongoing COVID-19 pandemic.

The final entry deadline remains March 3, 2021. But now the judging process will extend through April 25. The Gold, Silver, and Bronze Stevie Award winners will be announced on May 3. Winners will be celebrated during a virtual awards ceremony on July 14, instead of the traditional awards banquet that had been planned for late May.

APSA21_FDL030321_600x300_English

The Asia-Pacific Stevie Awards is the only business awards program to recognize innovation throughout the entire Asia-Pacific region. The competition is open to all organizations across 29 nations of the Asia-Pacific region: large and small, for-profit and non-profit, public and private.

 

The awards focus on recognizing innovation in all its forms, wherever it is achieved in the workplace. Entries are accepted in eight languages - Chinese, English, Indonesian, Japanese, Korean, Malay, Thai and Vietnamese - in the following category groups:

New category groups for 2021 include Achievement Categories to recognize singular, innovative achievements of various types throughout the workplace, and COVID-19 Response Categories created to honor the contributions of individuals, groups, and organizations that have worked valiantly over the past months to keep us safe, healthy, employed, and informed. 

 

Scores of professionals from throughout the region will participate in the judging process to determine the Gold, Silver, and Bronze Stevie winners.

The Stevie Award trophies, made by the company that makes the Emmy and other major international awards, are among the world's most coveted prizes. The name Stevie is taken from the name Stephen, which is derived from the Greek for "crowned".

- Sponsors and partners of the 2021 Asia-Pacific Stevie Awards include adobo magazine and PR Newswire Asia.

Interested in entering the 2021 Asia-Pacific Stevie® Awards?

Request the entry kit

Topics: business awards, The Stevie Awards, Asia-Pacific Stevie Awards

How to Avoid And Resolve Common Customer Service Complaints

Posted by John Allen on Fri, Jan 29, 2021 @ 10:29 AM

The customer service department plays an integral role in the relationship between a brand and its customer. The customer advisor is tasked with assistance, whether that is answering a query or resolving a product complaint, requiring skill and sensitivity.

The handling of this interaction will impact the customer’s perception of the brand, yet often, organizations find poor customer service experiences affecting client retention and acquisition. Thus, it is important to cultivate customer relationships carefully.

A major way in which customer relationships are cultivated focuses on digital customer engagement: how businesses deliver customized experiences to customers, specifically. But whether your customer services are personalized or not, there are steps you can take to make the process smoother for customers and advisors.

Below are some ways to avoid and resolve common customer service complaints:

Training staff/agents

When we talk about customer satisfaction, the quality of interactions is a crucial factor.

Customer service involves a variety of emotions. Feelings of frustration or anger are particularly tricky to handle for the customer and call agent alike. Misreading a situation or failing to provide the right response can result in complaints and increased dissatisfaction levels. 

To fully solve customers’ issues, agents must be able to listen well, process complex information quickly, and exercise their critical thinking skills. Creativity and resourcefulness also play a part in problem resolution. 

Whilst reading emotions does require intuition, continuous training and support are imperative in call centers to ensure all agents are equipped with the right empathy skills. Training will help employees to understand the best language to use, to build up a rapport, and to best remedy upset customers. 

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Holding regular workshops further encourages collaboration and communication within the workforce, helping to create a positive environment where employees feel supported to share tips and past experiences. 

Happier employees will result in happier customers and vice versa. An engaged workforce is truly a reflection of the customer journey.

Additionally, it would be a big help for your agents if you can build a knowledge base that contains all the information they could need, be it about your products, services, or processes. This database should be accessible to all frontline call center reps, to easily provide the answers a customer may be looking for.

Training staff in project management apps such as the power dialer maximizes agent productivity and minimizes worries of idle time. 

Customer self-services 

More and more consumers now prefer to look for solutions to their issues on their own.

When customers need answers to quick questions, human intervention may actually be unnecessary. In these instances, self-service options are best. Hence, it is important to provide them with an online platform equipped with information resources such as FAQ pages, product manuals, how-to videos, and IVR menus. This way, you widen your customers’ options for resolving the issues they encounter.

With this option, you can also include short surveys for the customers so as to get their feedback on which areas to improve your services.

Anyone conducting a web search about you should be able to find the answers they’re looking for, but make sure to connect them to a customer care platform just in case.

Improved FCR rate

Spending hours on hold waiting to speak to an advisor has become a hallmark for the negative customer service experience.

Customers naturally like their issues resolved quickly. They are satisfied when their questions are sufficiently answered or issues promptly resolved on the first call. Happy customers are more likely to remain loyal to a brand, a factor that drives future purchases.

                            Source: Pixabay

First contact resolution (FCR) is a metric that is dangerous to ignore as it is a critical determinant of customer satisfaction in call centers. It is vital for the success of your call center.

By analyzing your call traffic, you can gain valuable insight into the volume of callers and peak call times, helping contact centers to timetable the right number of staff to deal with customers.

A smart IVR system makes the keypad selection process easier so that the caller can be quickly connected with the most suitable agent. This can also be programmed with automated messages so that customers receive a response whenever they call. Equally, an intuitive automatic call distributor (ACD) will make sure that incoming calls are sorted appropriately amongst the call agents.

Make use of your CRM tool 

One of the top complaints customers often cite is having to repeat their personal details multiple times and to different agents. 

By analyzing previous transactions that your contact center has handled, you can spot recurring patterns or trends among customer complaints. This lets you predict the problems that may emerge, letting you strategize beforehand on how to tackle them. 

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For this, you need to use your customer related management, or CRM software, that keeps customer information updated in real-time. This way, agents from different departments can add notes that will help the next employee serve the customer.

Collating the information will also equip your call agents with vital customer context so they can have more productive interactions, all whilst using inventory management software.

Provide omnichannel support

An omnichannel strategy is an approach stemming from the spread of various web-enabled devices. With many gadgets finding their way into the mainstream market, there are massive changes in people’s expectations when it comes to customer service. 

In this age, the brands that succeed are those that can leverage multiple customer touchpointssocial media, onboarding emails, live chat, and phone, without compromising speed and efficiency.

By deploying this digital customer support strategy, you get to catch more requests or queries. It empowers consumers with the ability to interact seamlessly with brands across multiple channels, enhancing customer experience competencies

Omnichannel customer service is fantastic for giving customers greater flexibility, with live chat and messaging services allowing customers to ask for advice at any time and on any platform. 

Maintain your voice channel

Voice interaction is still a must-have in customer service to ensure each individual has an enjoyable customer experience.

Customers still want the option to communicate with a human agent, particularly those who are trying to explain a complex query or are perhaps less familiar with digital channels. 

The voice channel conveys the customer’s tone and emotion better than a digital mode of communication hence allowing human advisors to provide more empathetic and instinctive responses.

                                  Source: Pixabay

Over time, as customers’ expectations change, the definition of customer service also evolves.

With customer service awards being held yearly, this should encourage brands to put their best foot forward.

Bio:
John Allen - RingCentral US
John Allen, Director, Global SEO at RingCentral, a global UCaaS, VoIP and fax software provider. He has over 14 years of experience and an extensive background in building and optimizing digital marketing programs. He has written for websites such as Revenue River and Tapfiliate

RingCentral won a Gold Stevie Award for Award for Innovation in Human Resources Management, Planning & Practice in the 2020 Asia-Pacific Stevie Awards.

Interested in entering the Asia-Pacific Stevie Awards this year?

Request the entry kit

Topics: Customer Service, Asia-Pacific Stevie Awards

도널드 덕의 현대적 변신

Posted by Clara Im on Thu, Dec 31, 2020 @ 12:32 AM
  • 밀레니얼 세대를 대상으로 한 마케팅 이후 기하급수적 수익을 내고 있는 클래식 디즈니 캐릭터
  • 현대적이면서 몰입형의 쌍방향 체험이 가능한 도널드 덕 박물관 설계를 위해 Sage​ ​House와 디즈니 협력
  • 소셜 미디어 인플루언서와 영 어덜트의 관심을 이끌어 낼 수 있도록 유명 그래피티 아티스트가 Sage House, 디즈니와 협력

 

Sage House

 

Screen Shot 2020-08-06 at 10.20.42 AM

 

스티비상을 수상한 Sage House는 상하이와 홍콩에 기반을 둔 통합 마케팅 업체입니다. 이들은 디즈니의 첫 번째 중국 파트너가 되어 세계 최초의 도널드 덕 퍼펙트 뮤지엄(Donald Duck Perfect Museum) 설계를 허가 받았습니다. 디즈니차이나는 캐릭터의 성격을 이용해 소셜 미디어에서 트렌드를 형성하여 마케팅 캠페인에 호기심과 유머를 불러 일으킬 수 있는 방법에 대한 사례 연구로서 퍼펙트 뮤지엄 컨셉을 이용하였습니다.

 

노스텔지어 마케팅

2019년은 사랑받는 디즈니 캐릭터 도널드 덕의 탄생 85주년이었습니다. Sage House는 도널드 덕을 자기 자신의 박물관 큐레이터로 설정하여, 그가 조연으로서의 전통적인 역할을 벗어나 중앙 무대로 진출할 기회를 주었습니다. 이를 위해서는 일반적인 도널드 덕 팬과 더 젊고 수익성 있는 밀레니얼 세대 소비자 집단간의 격차를 해소해야 했습니다. 팝아트와 재미있는 대화형 마케팅 사용을 통해 고전적인 디즈니차이나에게 영 어덜트 시장에 대한 특별한 기회를 만들어 주었습니다.

 

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퍼펙트 뮤지엄의 세트 디자인은 25개의 상호적인 구역에 팝 아트와 몰입적 요소들을 이용하여 만들어졌습니다. 어떤 세트는 구석에 놓인 대걸레, 지저분한 페인트 자국 등을 배치하여 미완성인 것처럼 디자인 되었는데, 이는 도널드 덕의 급하고 참을성 없는 성격을 반영한 것입니다. 가장 인기있는 도널드 네온 조명 장치와 명예의 전당 장식 세트에서 많은 소셜 미디어 인플루언서들이 관심을 보였고, 여기에서 수 많은 소셜 미디어 컨텐츠와 트렌드가 형성되었습니다. 참석자들은 3D 안경을 이용하여 도널드의 헐리우드 명예의 거리를 따라 걷고 그의 발자국을 볼 수 있었습니다.

 

donald duck

 

Sage House는 노출 빈도를 늘리고 밀레니얼 세대 팬을 끌어들이기 위해, 이전에 펜디, 포르쉐, 미국 나이키와 함께 작업을 진행했던 로스앤젤레스의 그래피티 아티스트 조슈아 비데스(Joshua Vides)와 협업하였습니다. 그는 소비자 참여와 사진 촬영 기회를 위한 몰입형 체험을 제작하였으며, VIP 및 팬을 위해 한정판 아티스트 컬래버레이션 피규어를 제작하여 매출을 높였습니다.

 

이러한 독특한 체험을 통해 4개 쇼핑몰에서 300만명을 훨씬 웃도는 방문객을 확보하였으며, 전체 방문 유동인구 150% 및 매출 180% 증가라는 성과를 거두었습니다.

 

Sage House2020 아시아-태평양 스티비상에서 올해의 최고 혁신 광고 또는 마케팅 전문가 부문 스티비 은상, 브랜디드 엔터테인먼트 마케팅 혁신 부문 스티비 동상을 수상했습니다.

 

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Topics: The Stevie Awards, 스티비상, Asia-Pacific Stevie Awards, 아시아-태평양 스티비상, 아태스티비상

ドナルドダックの現代的変身

Posted by Clara Im on Thu, Dec 31, 2020 @ 12:14 AM
  • ミレニアル世代を対象としたマーケティング以降、急激に収益を上げているクラシックなディズニーキャラクター
  • 現代的で没入型のインタラクティブな体験が可能なドナルドダック博物館設計のために、Sage Houseとディズニーが協力
  • ソーシャルメディア・インフルエンサーとヤングアダルトの関心を引き出すことができるように、有名グラフィティアーティストがSage House及びディズニーと協力

 

Sage House

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スティービー賞を受賞したSage House、上海と香港に拠点を置く統合マーケティング企業です。同社はディズニーの最初の中国でのパートナーとなり、世界初のドナルドダック・パーフェクトミュージアム(Donald Duck Perfect Museum)の設計を許可されました。ディズニーチャイナは、キャラクターの性格を利用してソーシャルメディアでトレンドを形成し、マーケティングキャンペーンに好奇心とユーモアを呼び起こすことができる方法に対する事例研究として、パーフェクトミュージアムのコンセプトを利用しました。

 

ノスタルジア・マーケティング

 

2019、愛されるディズニーキャラクターのドナルドダック誕生85周年でした。Sage Houseは、ドナルドダックを自分自身の博物館のキュレーターに設定し、助演としての伝統的な役割を抜け出して、中央舞台に進出する機会を与えました。そのためには、一般的なドナルドダックファンと、より若く収益性のあるミレニアル世代の消費者集団間のギャップを解消しなければなりません。ポップアートと楽しい対話型マーケティングを使用して、古典的なディズニーチャイナにヤングアダルト市場に対する特別な機会を作りました。

 

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パーフェクトミュージアムセットは、25のインタラクティブゾーンで構成された没入型要素とポップアートを使用して設計されています。セットの中には、片隅にモップが置かれたり汚らしいペイントの跡などを配置して、未完成のようにデザインされているものがありますが、これはドナルドダックの性急でせっかちな性格を反映したものです。最も人気のあるドナルドネオンの照明装置とホール・オブ・フェームの装飾セットで多くのソーシャルメディア・インフルエンサーたちが関心を示し、ここで多くのソーシャルメディア・コンテンツとトレンドが形成されました。参加者たちは、3Dメガネを利用してドナルドのハリウッド・ウォーク・オブ・フェームに沿って歩き、彼の足跡を見ることができます。

 

donald duck

 

Sage House、露出頻度を増やして、ミレニアル世代のファンを引き込むために、以前、フェンディ、ポルシェ、米国ナイキと一緒に作業を進めた経験を持つロサンゼルスのグラフィティアーティスト ジョシュア・ビデス(Joshua Vides)とコラボレーションしました。彼は、消費者の参加と写真撮影の機会のための没入型体験を制作し、VIPとファンのために限定版アーティスト・コラボレーションフィギュアを制作して売上を伸ばしました。

 

これらのユニークな体験を通じて、4つのショッピングモールで300万人をはるかに超える来場者を確保し、全体訪問流動人口が150%増、売上高も180%増という成果を収めました。

 

Sage House2020スティービー・アジア・パシフィック賞の今年最も革新的だった広告及びマーケティング専門家部門で銀賞を受賞し、ブランデッド・エンターテイメントマーケティング革新部門で銅賞を受賞しました。

 

2021スティービー・アジア・パシフィック賞の出品について質問がありますか?

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Topics: The Stevie Awards, Asia-Pacific Stevie Awards, スティービー・アジア・パシフィック賞, スティービー賞

唐老鸭的现代版改头换面

Posted by Clara Im on Thu, Dec 31, 2020 @ 12:00 AM
  • 以千禧年一代为对象进行营销后获得几何级数收益的经典迪士尼角色
  • Sage House与迪士尼合作设计具有现代感和沉浸式互动体验的唐老鸭博物馆
  • 著名涂鸦艺术家与Sage House、迪士尼合作,旨在引起社交媒体InfluencerYoung Audet关注

关于 Sage House

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史蒂夫奖得主Sage House 是一家总部位于上海和香港的综合营销公司,该机构是迪士尼在中国的合作伙伴,被授权设计世界上第一个唐老鸭完美博物馆。迪士尼中国利用卡通人物性格在社交媒体上形成潮流,研究在营销活动中引发好奇心和幽默的方法,并利用了完美博物馆的概念。

怀旧营销

2019年是备受喜爱的迪士尼卡通角色唐老鸭诞生85周年。Sage House将唐老鸭概念化为自己博物馆的策展人,使它摆脱传统的配角角色,有机会登上中央舞台。为此,必须弥合普通唐老鸭粉丝和更年轻、更有收益性的千禧年一代消费者集团的差距。Sage House通过使用流行艺术和有趣的互动式营销,为经典的迪士尼中国在年轻人的市场中创造了独特的机会。

 

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完美博物馆的布景设计是使用流行艺术和具有25个互动区域的沉浸式元素创建的。有些设置被设计为看起来不完整的形态,例如角落里的拖把,凌乱的油漆痕迹等,以反映唐老鸭的暴躁脾气和不耐烦的性格。最受欢迎的设置之一是唐老鸭霓虹灯装置和名誉的殿堂装饰设置,吸引了许多社交媒体影响者,从而产生了大量的社交媒体内容,并引起了轰动。与会者能够使用3D眼镜在唐老鸭的好莱坞星光大道上漫步,并看到它的脚印。

 

donald duck

 

为了增加曝光率并吸引千禧一代的粉丝,Sage House与洛杉矶的涂鸦艺术家Joshua Vides合作,后者曾与芬迪,保时捷和耐克美国公司合作。Vides为吸引消费者的参与和提供拍照机会,创造了身临其境的体验。还为VIP和粉丝推出了限量版艺术家合作雕像,以促进销售。

 

这种独特的体验在四个购物中心吸引了超过300万游客,使整体客流量增加了150%,销售额增长了180%。

 

Sage House 在2020年-太平洋史蒂夫®中,获得了年度最佳创新营销或广告专业人士的银奖,并获得了营销-品牌娱乐创新部门的铜奖。

 

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Topics: The Stevie Awards, Asia-Pacific Stevie Awards, 史蒂夫奖, 亚洲-太平洋史蒂夫奖