Content Categories

Moments™ Notifications can be utilized for a variety of real-time situations to communicate relevant information, reinforce training, notify supervisors, assist Agents, or provide live guidance in what to say or do towards desired outcomes. 

Content items are assigned to a particular Category for ease of organization, management, and insight to better classify what the associated Notification is intended to be used for. 

This article covers:

 

Assigning a Category to Existing Content


1. On the Content page, locate a Content item to modify

2. Click the 3 dots button on the right to see the Edit option, then click Edit.
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3. Locate the Category section on the Update Content form.

4. Choose a different Category option in the dropdown list.
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5. Click the Save button.  After saving, the new category for the Content is updated
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Updating a Category for a Notification


NOTE: The category displayed for a Notification is automatically inherited from the Content Item it is linked to. If the category for the linked Content Item is modified, the associated Notification will reflect the same corresponding category change. A Notification that is not linked to a Content Item will not display a category value.



The below steps outline how to modify an assigned category for an existing Content item while editing a Notification.  

1. On the Notifications page, locate a notification to modify. 

2. Click the 3 dots button on the right to see the Edit option, then click Edit.
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3. On the Update Notification form, locate the Content section at the bottom of the form.

4. Click the pencil icon on the linked Content item to edit the Content details.
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5. Locate the Category section within the Update Content panel.

6. Choose a different Category option in the dropdown list.
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7. Click the Save button within the Update Content panel to save the new category assignment.

After saving the linked Content, the new category is displayed:
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8. Click the Save button on the Update Notification form to save the modified notification. After saving the Notification, the new category is displayed
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Category Descriptions


Announcement

Worthwhile news, public statements, or important updates for Agents to promote or mention while on a call.

ex.  Company News, Media Coverage, Industry News, Product Launch, New Feature, Major Update, Special Events, Company Promotions, etc.

Behavioral Etiquette

A preferred manner for how Agents should conduct themselves in speech or in action while on a call.

ex.  No Profanity, Avoid Filler Words, Talk Speed, Tone, Monologues, Interruption Frequency, Not Listening, Talk Volume, etc.

Best Practice

Recommended methods demonstrated to produce optimal results for Agents in their customer interactions. 

ex.  Introductions, Fact Finding, Asking Questions, Avoid Overpromising, Needs Assessment, Setting Expectations, Scripted Responses, Prospecting Reminders, Discovery Call Tips, Sales Qualification, Negotiation Tactics, Closing, etc.

Competition

Information and messaging guidance to equip Agents on ways to counter rival companies and address their offerings while on a call.

ex.  Battle Cards, Competitor Pain Points, Advantages/Disadvantages, Facts vs Fiction, Feature Comparison, Solution Selling, etc.

Escalation

Suggested methods for Agents to quickly handle critical situations while on a call or processes under certain circumstances where management attention is needed.

ex.  Seek Approval, Urgent Issue, Inform Supervisor, Route to Someone Else, Handling Complaints, De-escalation Tactics, Incident Talking Points, etc.

Next Action

Helpful tips for Agents on immediate next steps or a specific call-to-action to take in pursuit of desired results. 

ex.  Shift the Discussion, Book Meeting, Schedule Demo, Disqualify Prospect, Identify Decision Maker, Convert Lead, Create Opportunity, Send Proposal, Call Follow-up, Close the Deal, etc.

Objection Handling

Suggested responses or tactical ways for Agents to counter common objections, hesitance, or resistance by customers on a call. 

ex.  Too Busy, Not Interested, Wrong Person, Not the Decision Maker, Send Me an Email, No Budget, Too Expensive, Bad Timing, etc. 

Other

General guidance, miscellaneous tips, or relevant information for Agents to know or use while on a call. 

ex.  Training Follow-up, Mistakes to Avoid, etc. 

Policy

Acceptable processes determined by the Company or relevant laws enacted by governing authorities that Agents need to follow.

ex.  Call Recording Compliance, HIPPA Reminder, Regulatory Changes, Security Requirements, Privacy Policy, Credit Check Process, Refund Policy, Terms and Conditions, etc. 

Positioning

Talking points to coach Agents on what to communicate, how to pitch, or the most impactful way to respond to customers on a call.

ex.  Elevator Pitch, New Talk Tracks, Industry Specific-Positioning Statements, Value Propositions, Brand Messaging, etc.  

Relevant Resource

Supplemental information or contextual materials to assist Agents on a call so they can immediately increase value to the conversation. 

ex.  Statistics, Research Facts, Proof Points, Cheat Sheets, Case Studies, Sales/Marketing Collateral, FAQs, One-Pager, Knowledge Base, Technical Specifications, Quote Calculator, Product Documentation etc.

 

Self-Coaching

Personal reminders created by Agents intended to coach themselves in real-time during a call as a means to self-improve. 

ex.  Personal Reminders, Notes-to-Self

 

 

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