Posted on: December 9, 2019 By: Sage Tourigny
As we step into 2020, we see companies investing more in Customer Experience (CX) initiatives than ever. There is a clear business case to invest and improve CX – happy customers buy more, are easy to service and bring in new customers through recommendations. And, contact centers, being customer interaction hubs, are getting more preference and priority when it comes to CX investments.
While this is great news, contact center leaders are still faced with the hard challenge of identifying the right areas to invest. The solution is not straight forward and is never a one size fits all approach. The economic climate and business needs dictate the unique approach companies have to take in building their budget plans and justifying investments.
Here is a framework of looking at company modes and planning investments based on the business cycle.
- Growth – This mode is characterized by companies experiencing rapid growth in terms of revenue. Their contact centers typically see a higher year-over-year operating budget and there is an appetite to invest more to improve CX. Companies in these categories should really look at investing in leading edge technologies around analytics, artificial intelligence (AI) and machine learning to lead creating exceptional CX. They have to be more predictive of customer behavior and take real-time actions based on customer interaction data. And, they need to be investing in more proactive customer service, one that is reaching out to customers before the customers reach out to them.
- Static – Contact centers in these companies are typically dealing with flat budget and probably having to do more with less. The focus gets shifted to agent efficiency and productivity without compromising CX. A unified desktop is a key investment to consider – one where all channels, as well as data across multiple enterprise apps like CRM, order management, billing systems, etc, are brought together to deliver true omnichannel experience. Also, being more proactive with training and performance management with comprehensive quality management helps identify skills gap and train agents more efficiently.
- Shrinking – Companies in this mode see revenues and profits dipping down. Contact centers are not just witnessing shrinking budgets but also see headcount cuts. Contact centers are typically looking at big cost containment levers like outsourced call centers with low cost BPOsand implementing self-service options to avoid agent cost.
As you plan your investments in 2020, see where your company falls today and pick the right areas for investment. Join us on Tuesday, December 3, 2019 at 1:00pm ET for our Can’t Miss Investments for the 2020 Contact Center webinar to learn more about these models and plan better for 2020.
Posted on: August 12, 2019 By: Carolyn Kuczynski
Delivering Fanatical Experience for our partners is the foundation of Rackspace’s Channel strategy, and that means we’re always working on improvements and upgrades to better serve you.
As we head deeper into the second half of 2019, I’m excited to share the innovative new resources we’ve been developing and invite you to join us. Leverage our brand to build yours!
First, a little kudos. The Rackspace Partner Network is currently experiencing approximately 10 percent quarter-over-quarter growth. This is thanks to the dedication of our entire team, but also the strategic work of Michael Stephens, who joined Rackspace in 2016. He has driven hyper growth through the agent community ever since then and will now serve as our Agent Channel Chief.
At the same time, we’ve also boosted the number of partner account managers across the U.S. and added an enterprise account team. These additions allow Rackspace to be more proactive and closer to our partners’ prospects and customers. We’ve also added new commissionable products and created new enablement resources to help you serve customers. Read on to learn more:
Managed VMware Cloud on AWS is now a commissionable product. This unique cloud solution is a hybrid platform that offers access to public and private cloud, with the ability to shift workloads seamlessly between them. Companies can quickly add capacity to a new project or move workloads hosted on dedicated hardware to the cloud.
We also now offer commission for Rackspace Professional Services engagements. As customers seek more bespoke cloud expertise, Professional Services has become one of the fastest growing areas of our business.
In response to partner demand, we’ve created Technical Partner Workshops, which will serve partners who support technology and product integration solutions for their customers’ digital transformation strategies. The workshops will be led by Rackspace Solution Architect Paul Croteau, who brings 25 years of experience in engineering, sales, technical training and account management to the task. Paul will help our partner solution engineering organizations find the best fit cloud transformation opportunities for their customers.
All Clouds Guide
What if you could ask your customers a series of questions, then immediately get a customized cloud solution based on their answers?
We’ve got an app for that.
Our new All Cloud Guide is a sales tool that helps our partners quickly and accurately identify a customer’s needs, then get recommended cloud infrastructures choices based on those needs. Available as both a web and mobile app, the All Clouds Guide will recommend one or a combination of five infrastructure types: public cloud, private cloud, bare metal, server virtualization and colocation.
A sophisticated algorithm drives the All Cloud Guide, analyzing each answer by leveraging Rackspace’s two decades of experience. Quick, targeted videos offer support every step of the way, including:
- Learn: “Why This Question?” videos will help our partners understand the importance of each particular question and the best way to explain how knowing this information will help navigate them to a “best fit” infrastructure.
- Sell: Partners are walked through two main sets of questions, Business Background and Technical Deep Dive, to create an All Clouds Guide Workload report for their end client.
- Share: The guide delivers its recommendation in real time, allowing you to immediately share with your customer on screen, via email, with a printout or PDF. Our partners can submit their workload report to Rackspace for fast follow up from our industry-leading experts.
- Track: Keep up with all sales activity for your organization in easy-to-view lists and dashboards.
Posted on: September 25, 2018 By: Carolyn Kuczynski
Whether you’re simply looking into creating your own Mailchimp account, or you have already sent out your first Mailchimp email and are stuck trying to analyze the performance data – this quick guide is for you.
For those of you who may not know, MailChimp is the world’s largest marketing automation platform. It’s like a second brain that helps millions of customers—from small businesses, to big online retailers—find their audience, engage their customers, and build their brand. Whether you need to sell your products, share some big news, or tell a story, Mailchimp’s campaign builder makes it easy to create an email marketing campaign that best suits your message.
If you’re looking for assistance on setting up your account or any other Mailchimp features, watch our CNSG Partner MailChimp 101 Training to get started. If you want to browse the awesome features of Mailchimp, review their Email Marketing Field Guide.
The Quick Guide to Mailchimp Analytics
Number of subscribers the campaign was sent to.
Date and time the campaign completed sending from MailChimp servers.
Percentage of successfully delivered campaigns that registered as an open. Open Rate = Opened Emails/Emails Delivered. Wondering how your stats compare to others in the same industry? Check out this Average Email Campaign Stats of MailChimp Customers by Industry.
Percentage of successfully delivered campaigns that registered at least one click. Click Rate = Link Clicks/Emails Delivered.
List average for opens and clicks
Average percentage of opens or clicks on previous campaigns sent to this list.
Industry average for opens and clicks
Average percentage of opens or clicks for campaigns in the selected industry set for your account.
Number of recipients that opened this campaign any number of times.
Number of recipients that clicked any tracked link any number of times in this campaign.
Number of recipients that registered as a hard or soft bounce. Soft bounces are recognized by the email server, but are returned to the sender because the mailbox is either full or temporarily unavailable. Learn more about Bounces here.
Number of subscribers that opted out of your list using the unsubscribe link in this campaign.
Total number of times the campaign was opened by recipients. This count includes multiple opens from individual recipients.
The number of recipients that didn’t hard or soft bounce on this campaign.
Clicks per unique opens
Percentage of recipients that registered as an open who also clicked a link in your campaign.
Unique Clicks are the number of times that a link in your email was clicked by individual Subscribers. The repeated clicks on links (when a user clicks on a link several times) are not considered.
Total number of times tracked links were clicked by recipients. This count includes multiple clicks from individual recipients.
Number of times the campaign was forwarded using the Forward to a Friend form. This stat considers forwards only through the Forward to a Friend form and is not able to detect when a subscriber uses the forwarding function in their email program.
Number of times the campaign was opened by someone who was forwarded the campaign using a Forward to a Friend form.
Number of recipients that reported your email as spam. Subscribers that report a campaign as spam are automatically unsubscribed from your list.
The most recent instance of a recipient opening the campaign.
The most recent instance of a recipient clicking a tracked link in the campaign.
A graph detailing subscriber activity (opens and clicks) for the first 24 hours after the campaign was sent.
Top Links Clicked
The URLs that were clicked the most in the campaign.
Subscribers with most opens
Subscribers that opened the campaign the most times.
Provides a bird’s eye view of how well your campaign is doing across different social media outlets. When your campaign generates Facebook or campaign URL activity, we’ll link to the stats on the report Overview. Click the links to view more detailed information about the social activity for your campaign.
Displays where in the world your subscribers are opening your campaigns. We use geolocation tracking to collect your subscribers’ location information and the name of the country subscribers are from.
We hope you are able to bookmark this page, and reference it when necessary! Be sure to reach out to the CNSG Marketing Team for marketing assistance!