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1 / 2019
CONTENT INSPIRATION
Where to find your next idea
The power of storytelling • Breaking the ice in business • Productivity apps
The language millenials understand • Speech analytics • City tip: Paris
Pillars of making connections • The motivation conundrum • And much more
WORD FROM THE CHAIRMAN
N ew year, new goals, new heights. Hopefully all of our readers
had an amazing start in 2019! In our first issue of this
year, we have lined up lots of refreshing and insightful reads for
you. Do you sometimes wonder where to get your next content
inspiration? Well, we have the right answer! Read our interesting
article about creating, gathering and curating meaningful content
that will help you engage with your customers, clients, employees
or visitors.
Have you ever noticed how easy it is for some individuals to
instantly connect with people they just met but it seems to be a
huge challenge for others? Check out our article about the pillars
and principles for forging lasting connections with people in a
business or social situation. We also give you tips on breaking
the ice in business which will dazzle your prospective clients or
business partners and also create memorable impression.
Millennials are the future, so let’s talk about positioning your
brand with this generation! Check out our interesting article on
the language millennials best understand. And don’t we all need
some motivation sometimes? Have a look at our encouraging
article – the motivation conundrum – and learn one or two
things about staying motivated. Of course travel is also on our
agenda for 2019. Our city tip for you: Paris – the city of lights and
home to Webhelp’s headquarters.
Have fun reading our latest issue of The HUB!
Markus von Rhein
Chairman
Do you have what it takes to work for the world’s most renowned brands? We appreciate every feedback we receive so remember to let us
Become part of an international and diverse team and take your career to the next level! know what you think by sending us your questions, thoughts and
comments to TheHUB@sellbytel.com
Call: +49 911 9339 3636 | E-mail: career@sellbytel.com | WhatsApp: +49 151 126 77 164
Find more vacancies at sellbytel.com | Please refer to The HUB
3
CONTENT
6 Short news 24 Speech analytics
A new must-have technology
to improve your customer experience
8
Content inspiration 28The motivation conundrum
Where to find your next idea
11 How to start your new year healthy! 30 Pillars of making connections
12 Breaking the ice in business 32 Dance around our hubs
Popular dances from our HUB countries
14 Best productivity apps for 2019 34 Corporate social responsibility
Make this year your most productive one
16 The language millenials understand 36 Job board
How to best position your brand with millennials
18 “Goals transform a random walk into a successful path.” 40 Snapshot
Interview with Denise Wanjiku – HR Specialist, Nuremberg
20 The power of storytelling
How you can use inspiring stories for your benefit
City tip:
Paris
26
4 5
Five steps for
SHORT NEWS
Information from all around the world
making your In 2019 the global
population will rise to
New Year’s
The world’s 8.3% 8.2% resolutions stick 7.7 billion.
7.3% 7.2% 7.0%
fastest growing That's a 1.07 % increase
economies compared to 2018.
in 2018
Ghana Ethiopia India Côte d'Ivoire Djibouti DREAM BIG
Audacious goals are compelling. Strangest
superstitions from
Meet five “under 18” entrepreneurs around the world
Isabella Dymalovski // Age: 14 MEXICO:
www.luvurskin.com BREAK BIG DREAMS INTO SMALL STEPS Don't place two mirrors opposite each other
Luv Ur Skin is an all-natural skin-care line for girls Now think tiny. Small steps quickly move you Facing mirrors open a doorway for the devil.
developed with botanical ingredients. forward to your ultimate goal.
LITHUANIA:
Moziah “Mo” Bridges // Age: 14 Don't whistle inside
www.mosbowsmemphis.com Because the noise is believed to summon demons.
Mo’s Bows offers colorful, handmade ties and men’s
accessories that are sold in various retail stores. INDIA:
COMMIT YOURSELF Itchy hands have financial repercussions
Make yourself accountable through a written An itchy right hand means you'll come into some
or verbal promise. money but an itch on your left means you'll lose
Noa Mintz // Age: 16
www.nanniesbynoa.com money.
Nannies by Noa is a full-service childcare agency
based in New York City. PORTUGAL:
Don't walk backwards
The common belief is that if you do, you're
LEARN FROM THE PAST
Cory Nieves // Age: 12 showing the devil which way you're going.
Any time you fail to make a change,
www.mrcoryscookies.com take a moment to think about what did &
Mr. Cory’s Cookies are all-natural, homemade cookies SPAIN:
what didn't work.
with no preservatives. They are sold through his website, Don't enter a room with your left foot
and he has a number of corporate clients. It will bring you bad luck. It's always better to enter
or leave with your right.
Benjamin “Kickz” Kapelushnik // Age: 16
www.sneakerdon.com GIVE THANKS FOR WHAT YOU DO
Sneakerdon.com is an online sneaker resale marketplace Forget perfection. Set your sights on finishing
that caters to fans of high-end exclusive, rare and limited that marathon, not on running it in a personal
sneakers. best time.
6 7
A thorough content plan for example, is not only Facebook, LinkedIn, Instagram & Co.
an effective tool in organizing your content needs Word-of-mouth in the digital age is relevant
for a year, a month or a week, but can also guide and easier to monitor and influence than in the
you in the right direction when you are looking past. Find out what your customers, prospects
for inspiration. Having a clear plan mapped out or (potential) employees are saying about you
on the topics and themes you have to include or by monitoring your social media channels and
that are relevant for the overall strategy will help gathering valuable insights. Are visitors asking
in visualizing gaps that might need to be filled. But the same questions on various posts? Could you
where can you get the food for thought for a plan maybe convert this into relevant content? What
that covers all your content needs? are the trending #hashtags or Google trends? Make
popular topics work for you with little effort on
Inspiration can lie anywhere, if you look hard your part. You can easily divide and narrow those
enough. Are companies that sell a service or down geographically or demographically to fit your
product similar to yours addressing the same audience.
audience in a different way than you are? Are their
customers asking the same questions on social Brainstorming
media? Creating high quality content is a challenge Your colleagues can offer not only fresh ideas for
for all marketers, but certain practices can inspire content but they also have a thorough background
you to look outside your usual sources, search for on your product or service and how your company
excellent ideas and create great content. Know operates and how this might translate into your
the value and challenges of social media when content strategy. Different teams might also offer
researching, planning and executing your content different views as they might have very different
strategy! touchpoints with your audience. Customer
service might offer entirely different information
Blog generator on your customer than account management or
There is a large availability of apps and sites that human resource through their interaction with
can help you spark new and fresh ideas and also see potential applicants and employees. The different
what other blogs or types of content works great. background of each employee also translates to
SEMrush, BuzzSumo or Hubspot are only a few an entirely different view on a topic. You can
blog and topic generators that are easy and fun to benefit from this and brainstorm with your team
use and bring new ideas to your content strategy. throughout the year to stay on top of the latest
information.
Podcasts
CONTENT INSPIRATION
Regularly monitoring trending podcasts can not Feedback or surveys
only be fun (and educational) but can also give you Surveys can give you a very deep insight, not
the hook you have been looking for to captivate your only into your customers behavior but also into
customers. Are episodes about bitcoins trending the user experience and how they engage with
Where to find your next idea
right now? Maybe you can include some of their your content. Draw up questions that spark their
input into your web of ideas. Podcast are an amazing interest to participate and don’t be afraid to
opportunity for content ideas, especially episodes try something new in ways on how to deliver a
Creating meaningful and insightful content, and telling a story your readers or customers want to that run rather short, as a more complex topic is often questionnaire to your audience. Afraid of pop-up
hear can be quite challenging with the flood of information available for your audience. Providing explained or discussed in a short timeline while still surveys on your site? Try collecting answers in a
content just for the sake of filling your social media, communication channels, mailings and captivating the listener. Translating a complex topic more personalized way through one-on-one calls
clients newsletters is not only extremely frustrating for your readers and followers, it can land into small digestible bites for your audience might also or at the end of a workshop you deliver to your
you on the spam or unfollow list and definitely does not improve your SEO efforts for your site. be what you are looking for. customers? They might be more likely to engage if
8 9
they feel a personal connection to your company
or your brand.
Shows, books or magazines
Are you periodically scanning the bestseller list
HOW TO START YOUR
on popular book sites? Hooked on a certain show NEW YEAR HEALTHY!
Friendly competition on Netflix that keeps you captivated for more than
What are your competitors doing that you are its cast? What is the storyline that makes it such The New Year is here and everyone wants to positively change at least one thing in their life.
not? How are they displaying case stories or are a big hit? It is a science fiction show that seems One of the most common New Year’s resolutions is to lose weight.
they using customer feedback to their advantage to be the talk at the office? Maybe this can offer
through storytelling? Maybe they started a a few ideas for some AI inspired articles or short One way of achieving that is by engaging in Keep yourself hydrated
social media campaign that you can learn from. clips explaining your products or service to your physical activities (check out our last The HUB Do you drink enough? That’s a question you often
Observing what the competition is doing right is audience? Current trend on popular streaming edition to learn more about the new HIIT trend hear when you don’t feel good. But drinking
great, but you can also see how their customers services or TV can offer quite some insights on that can also assist with your health and workout enough is not only important if you don’t feel
are engaging with their content – and learn from what is interesting to your target group, so why not goals). Besides exercises, your dietary habits are good. It is important to drink at least around
that. take advantage of it. a crucial factor to reach your goals. Here are 1.5 liters per day and even more when you are
some tips and tricks on how you can easily and excersising. Make sure to have the “right” drinks.
Networking / events Conversation with your customers consciously form new, healthier, diet habits. Preferably water, and if that is too boring for you
Conversations, client meetings, networking events Communication is key – in every relationship. or you miss some flavor, put some lemon slices,
or business dinners can be much more than Social listening for example will enable you to find Resist the temptations cucumber or some fresh fruits in! You will see how
just a cup of coffee or a nightcap with a client out what your customers really want, and you can As a result of not having enough time and the high after a while drinking enough becomes an easy
after a convention. Client meetings for example, convert this into relevant content to optimize your availability of fast food, we often don’t see eating habit.
can provide a wealth of information, input and customer journey. Frequently engaging with your as an enjoyment but only as a way to stave off our
feedback about your products, your services or customers through various channels or personally hunger. We’re stuck in our habits and don’t see any Fresh cooking is key
just trends or future plans for your (potential) will allow you to benefit from so much more than reason to change them. But you can easily learn Prepare healthy and delicious snacks or even whole
client or business contact. Is there an upcoming just feedback: you will have an opportunity to to go back to the roots of conscious eating and meals for work, school or university. Prepping your
event or holiday that is extremely popular? Maybe capture emotions and find out how they feel. enjoying healthy food. For example pay attention food for your day or week can help in reducing
you can include this in your content strategy and when you’re cooking and smell the different hunger pangs by having prepared, healthy snacks
cover the period around this event by reaching a Creating, gathering or curating relevant ideas into ingredients. While eating, slow yourself down, take and food available as you go through your day.
larger audience through the appropriate channels. meaningful content for your audience can really your time and enjoy what you’re eating, and maybe
Playoffs or Thanksgiving are good examples of help you convert your strategy into a new and even try to prepare more meals yourself. You need to remember that you have to step out
events that can provide input for your content successful way to engage with your customers, of your comfort zone over and over again to make
planning. clients, employees or visitors. Building a content Enjoyment instead of gobbling a change. Remind yourself of your New Year’s
repository over time can also help you stay Did you know that it takes about 20 to 30 minutes resolution and be proud of everything you have
Colleagues organized and provide an efficient way to enable until the feeling of satiety settles in? If you eat achieved. Celebrate even the smallest progress
Is your graphic department working on a your entire team to dip into various sources. It is too fast you might take in more than your body towards your target as this will be the foundation
presentation or short clip for a client? Maybe also an important tool to increase your knowledge actually needs because there is still a feeling of that will make a difference in the long run. You can
the sales team is preparing an RFP? All those base over time. And remember to be prepared for “space”. By being mindful and enjoying your food do it!
could provide valuable content that can likely be the best ideas to hit when you are least prepared. slowly, you also support your dietry goals. Michaela Nickel
customized for your needs with just a few small Engage Siri, carry a notepad or find a way that
tweaks, such as eliminating the confidential data works for you to note down your input just when
from a presentation. you need it – and don’t be afraid to think outside
the box! Hanni Guerra
10 11
BREAKING THE ICE IN BUSINESS Listen more, talk less
In our exuberance and enthusiasm about our
are just a few examples of icebreaking questions
you can ask new or existing clients to warm the
products or services, sometimes we forget one of conversation muscles up. Having a few of these in
Every blog, magazine, and website these days seems to have ideas about business strategies and the most important pillars of human interaction: your back pocket can eliminate awkward silences
tactics, from interview and negotiating skills to presentations. But there are fewer articles that listening! When you really pay attention to and ease your own anxiety. It’s just as important to
touch on the very basic yet very essential idea of breaking the ice in a business setting. According the client’s answers, even to basic small talk or listen to the answers as it is to ask additional follow
to experts, it only takes three seconds to make a lasting impression. This is NOT a whole lot of time questions, you’ll quickly gain insight into their up questions!
to dazzle your prospective clients or business partners with your professionalism and skills! This preferences and interests. It’s really important to
undertaking might understandably provoke anxiety in a lot of people, but have no fear, you can plan ask questions but it’s even more important to fully While it can seem overwhelming to try and
ahead and feel more prepared to successfully and professionally break the ice using just a few simple and actively listen to the answers. Try asking open break the ice, if you are genuinely committed and
steps. ended questions that cannot be answered with just prepared it will not be difficult. Be prepared, but
a simple “yes” or “no”. most importantly be open minded and respectful.
Be fully prepared Make a connection If you take the time to understand and anticipate
It may sound basic, but if you have all the We hear this term tossed around quite often, but Ask smart questions your client’s needs, they will not only see and
information that you possibly can about a what does it really mean to make a connection What is the best part of your job? Why? What appreciate this, they will likely try and reciprocate.
company or individual before you enter your with another person? A connection happens was your company’s biggest accomplishment Every matchmaker in the business will tell you
first meeting, you’ll be fully armed to offer your when two people meet on common ground. How last year? What are your goals for this next year? that the best way to start a new relationship is
services and engage. A quick internet search can you apply this to breaking the ice in business, Who are the best thinkers in your field? What do to get the other person talking. Breaking the ice
usually yields at least enough basic information and move an interaction past basic data exchange you admire about them? What is the best part accomplishes this by starting your interaction
so you know what you’re dealing with and are to a real connection? Well, when you first meet of working at your company? What techniques in a positive way, moving your conversation
prepared to make a lasting connection. a new or potential client, start by talking about do you use to manage your time? What are you beyond basic data exchange, and creating a lasting
some mutually interesting topics and keep it most excited about in the next six months? These connection. Kate Resch
Nonverbal communication light. You wouldn’t run a marathon without
Your body language, tone, and appearance first stretching and warming your muscles, so
speak just as loudly as the words you say. consider your business interactions likewise and
Each interaction with a new client should be warm them up first with some light conversation.
cheerful, professional and confident. In fact, your After establishing a rapport, then it will feel
confidence often speaks even louder than your more natural to jump into your presentation.
words or even your actions. When it comes to What should you do if the connection is just
selling a product or service, it’s your confidence not happening? Rather than running away and
and belief in your own service that does most activating your fight or flight response, consider it
of the selling, so own it and always be prepared! a challenge! Think of new ways that you can help
Stand tall, give a firm handshake right off the bat, meet their needs by actively listening and being
confidently hold your head high, and you’ll be on honest about what you can provide.
the right track in no time.
Remember to find and follow us on: And find our latest videos on:
Email us at TheHUB@sellbytel.com if you like what you see, or if you have anything you would like
to see featured. Also let us know what we have been missing so far, we love to hear from you!
12 13
BEST PRODUCTIVITY APPS FOR 2019 CamScanner –
To create shareable
Pocket –
To take the knowledge
Make this year your most productive one documents with you
CamScanner turns your The internet is a treasure trove
The new year is here and with it comes a storm of New Year’s resolutions for all areas of phone into a powerful scanner of information which makes it
life, with the desire to become more productive often being one of the biggest. Increased that allows you to use your an invaluable resource for those
productivity and more efficiency can be difficult to implement but digital motivational helpers camera to create pdf files which you can send by who wish to expand their knowledge. But there's
are definitely available to support the journey. email. It has lots of nice features like scan quality so many different places from which you can learn
optimization, color correction, image editing and on the web that it can get overwhelming to access
Done – To form new habits To-Do – To organize your tasks smart cropping, which allows you to handle every them in an organized way. Pocket allows you to
Forming positive habits is one Microsoft's To-Do app is a type of document like contracts, receipts and even save articles, videos and stories in one place, so you
of the most powerful skills that great tool to keep track of your office whiteboards. can save them for later without the hassle of having
you can have, but often it can be pending tasks. You can set to search for them again.
easier said than... Done! Done deadlines, assign different levels
is a habit tracker that allows of importance and share lists
you to set daily, weekly or monthly goals such as with other people, which makes it a great app for
going to the gym, meditating, waking up early, etc. team and project management. To-Do is also fully
Done tracks your progress and "rewards" you with integrated with Outlook Tasks and Office 365, which
streaks or chains to keep you motivated. allows you to access your lists from everywhere.
Evernote –
To save and share notes MindMeister –
Evernote is much more than a To mind-map
sticky-note app. It can be used Mind maps are a great way
as a project management tool to brainstorm your thoughts
for note sharing and real-time and ideas in a visual, non-
online editing with team members. You can even linear way. Mind mapping has
Forest – To stay focused Trello – To manage your send yourself notes, pictures, website links and become one of the main tools in today's business
Frankly, we all waste a little projects in a fun way audio recordings from your email or set reminders world, which allows companies to be more creative
too much time staring at our There are lots of project for important tasks. There are thousands of than ever. MindMeister is an easy to use portable
phones. Luckily, we've got the management apps out there, different ways to use Evernote for your work and mind mapping tool that you can use to organize
Forest app to keep us focused on but few are as simple and fun to personal life which definitely makes it one of the your ideas about your work and personal life.
what matters! When you need use as Trello. Basically, each one most versatile apps on this list.
to focus on some important work, simply open of your projects is a "board", much like a Pinterest
the Forest app and plant a tree. If you keep the app pinboard, in which you can place "cards" which
open without using the phone for anything else, consist of files, checklists, deadlines, etc. You can
your tree will grow. In time, you can build a whole add members to each board to keep your project
forest! management centralized.
Esteban Villanova
14 15
THE LANGUAGE store browsing and later on
purchase their goods online
products as they like feeling
as part of the experience.
MILLENNIALS UNDERSTAND (showrooming). Marketers Engaging customers makes
How to best position your brand with millennials could use this insight to them feel understood and their
integrate mobile marketing in needs taken seriously.
their marketing efforts in order
While the phrase “millennial” earns a Looking at the world’s current demographics, to reach customers who prefer When promoting brands, it is
spot as a buzzword in the marketing hall millennials form a massive market for brands to do their shopping while critically important to have a
of fame and companies upgrade their to target. And to help remodel the marketing on the go. Consequently, it is solid online presence. To have
internal and external marketing efforts efforts and conform them to be more millennial- important to make sure that the online platforms that have a
to appeal to this generation, many long- focused, marketers should ensure that their website and content is mobile less than optimally moderated
standing organizations are still risk averse brands stand out using various approaches: friendly. social media channel and a
and resisting this change. Although they non-responsive websites can
acknowledge the digital transformation due Know your numbers Boost your social visibility harm the user experience.
to the increased use of multimedia, they Just like any other marketing effort, branding As most of the social media Successfully strategizing
are cautious about shifting their marketing is only effective if it matches your audience's channels commonly used by marketing campaigns
efforts to reach this new audience. Many insights. Understanding your target audience is millennials are very visually enhances higher levels of
companies have not entirely adapted to the essential when establishing a strategy on how centered, it can help to enhance brand awareness as well as
new patterns of how millennial consumers to best engage them. Evaluate their perception your brand through visually engagement via active social
research and purchase their products. towards your brand. How they feel, think or impactful campaigns. Being the media channels. Social media
And as the preferences and expectations resonate with your brand compared to what you first generation to proactively networks that are actively
of millennials continue to change, it can want them to feel think and believe about your grow up with smart devices, leveraging the analytics to
be beneficial for companies to adapt and brand. Additionally, understanding market trends web cams and videos, their way strengthen a brand’s message
modify their marketing strategy. is also crucial. Using analytic tools will make sure of communication is different can provide a deeper customer
the target audience is reached accordingly to their from previous decades. engagement.
A recent study by Ryan Jenkins about behavior. Every social media profile provides an Following a survey that was
millennials revealed some interesting additional opportunity to collect insights. It can done by Wyzowl, 97% of the In the past, companies were
findings: also greatly help in picking out influencers that participants confirmed that successful in promoting their
identify with your brand message as a result of using video as a marketing tool brands through print and
• 73% purchase their products or the demographic data collected, including, age, provided consumers with a other traditional means of
services using their smart devices gender, nationality, ethnicity and reach. better assimilation of a brand’s advertising. Because millennials
service or product. Unlike make up a large market, firms
• 72% first research options before
Go omni-channel past generations, millennials are urged to relate with the
shopping
Creating a seamless shopping experience between consume content in different way these customers consume
• 68% prefer a seamless shopping in-store and online shopping will boost your ways. Watching a video is easier and engage. A steady focus on
experience across channels brand loyalty amongst millennial shoppers. than reading texts and this way expanding brand awareness
• 50% use ratings and reviews as the Thanks to their technological affinity, millennials of marketing is more appealing within the targeted audience
number one reason to purchase do most of their shopping using their smart to them. combined with visual content
from a website devices. Often, they first research online by and empowering the audicence
• 46% prefer browsing online reading recommendations and reviews before Engage and empower to be part of the story, will
and buying in-store deciding on what or where to buy. In today’s world, consumers assist organizations in building,
• 32% prefer browsing in-store
A good number of the generation Y consumers want to actively participate and enhancing and elevating their
and buying online
prefers browsing online and buying their have an input in the customer brands amongst the millennial
(Source: ryan-jenkins.com)
goods or services in-store which is also known journey process. They quickly consumers.
as webrooming whilst the rest choose in- provide feedback on new Evelyn Kamau
16 17
“GOALS TRANSFORM A RANDOM Denise, in just four years with us you have seen
quite a bit at SELLBYTEL. How did it all start?
job interviews and sign our employees onboard, in
addition to many other responsibilities (laughs).
WALK INTO A SUCCESSFUL PATH.” I applied with SELLBYTEL in 2014 for a finance
Interview with Denise Wanjiku, Specialist Human Resources Projects, Nuremberg project. Although working with numbers was not What do you love about your current position?
my strength in school (laughs), I had a good feeling My responsibilities are very interesting and
about it. The interview was great and as luck would diverse. I finally found a position that combines my
have it, I was offered an alternative position within passion for people management and my strengths in
customer service in the insurance sector. the commercial sector. My job challenges me on a
daily basis and that is very important to me.
Persistence is key!
Sometimes you just have to keep evolving until How do you master everyday challenges?
the perfect role finds you. The main thing is not My position requires a decent amount of self-
to lose sight of the goal! I stayed in the customer discipline. And in case something goes wrong, you
service position for about a year until I switched to have to be patient and tenacious. I've learned to
the personnel administration department to better trust in myself and my abilities and to always give
use my apprenticeship knowledge. more than 100%.
How was your time there? You are definitely a go getter! What is your next
Totally exciting! I took care of a lot of stop?
responsibilities and projects, also within the APAC My current position is my perfect fit. I am an
region. It is during very busy times that you get allrounder and I love that. I am eager to take on new
an opportunity to grow and learn. I gained a lot responsibilities and to constantly work on myself
of experience which is an advantage for me in my and my performance. I never step on the brakes. I
current position. For example, I have become an guess in a fast-growing company like SELLBYTEL, I
absolute contract expert! But above all, my passion am in very good hands!
became clearer to me during this period. I love a
position where I have a lot of personal interaction What advise do you give to others who wish to
and I wanted to use my communication skills even pursue a similar career path as you?
more. This eventually led me to the recruitment You can do it! There is so much potential in each
department. person. If you are not satisfied with where you are in
your career, get up and change it! No dream is too
So how was the transition to your current big and the person who doesn’t dare to take risks
position? will never succeed.
My broad knowledge and experience from my
Denise, our goal-oriented colleague never remains in one previous positions was very useful and once again How do you like to spend your free time?
spot, she always looks for new challenges. Her adventure SELLBYTEL had something in store for me. After I love to paint abstracts using either oil or acrylic
started early when she and her family moved from Nairobi eight months of working as a recruiter, I grew into paints. This is how I find my serenity when I want
in Kenya to Erlangen in Germany. Soon after completing her my current position –Specialist HR Projects. some time for myself. I also love spending time with
apprenticeship as an Office Management Assistant, Denise friends and family and I enjoy going to concerts.
applied with SELLBYTEL. Today, almost five years later, the Impressive! What are your responsibilities all (smiles)
young achiever grew into her role as a Human Resource about?
Specialist and she successfully held three different As a HR Specialist, I am the link between Thanks a lot for the interview and all the best for
positions on her exciting journey within SELLBYTEL. Her the Head of Recruitment, HR Managers and our your future SELLBYTEL career.
positive charisma is always contagious and for her, the only recruiters. I keep track of the department’s tasks
way is to always keep moving forward. and prepare analysis for the coming years. I conduct Xenia Stepanow
18 19What do Grimm’s tales, Star Wars and the Bible have in common? Their stories have been told
throughout decades, even centuries and continue to fascinate people of each generation. Just like
the ugly duckling, Luke Skywalker or King David, they all transcended from being an average to a
victorious individual, inspiring us and making us tell the stories over and over again. If told right, a
story can make people laugh, bring back memories and win over a date. If told excellently, a story
can make you stand out, establish trust and even land a job. Giving a worthwhile experience to your
audience, at work, at the next party or on social media makes you win in your professional but also
in your personal life. Become a good storyteller and inspire readers.
A goldfish audience gear, of course). Thus, inspiring the consumer that
In recent years our increasingly digital lifestyle they also can “Just Do It”.
has caused our brain to find it hard to filter out
irrelevant stimuli Put your heart into it
and therefore we When presenting
get distracted more to a potential client
easily. According “THERE’S ALWAYS ROOM let your inner actor
to a study by come out and take
THE POWER OF STORYTELLING the Microsoft
Corporation, the
FOR A STORY THAT CAN your listener on an
emotional journey
-------------------------------------------------------------------- average attention so they are excited
TRANSPORT PEOPLE TO
How you can use inspiring stories span of an adult has to find out how the
dropped down to story unfolds. Do
for your benefit 8 seconds – some ANOTHER PLACE.” that by telling a
claim that this is story descriptive and
even less than the in detail, without
attention span of a J.K. Rowling losing your train
goldfish! Keeping author of Harry Potter of thought. Tell it
that in mind, it is from your personal
now harder than perspective and
ever to prevent a use body language
bored audience from automatically reaching for to emphasize what you are saying. Engage your
their phones while listening to a story. A call for audience through more than one sense and include
action to anyone who wants to keep their audience emotions. Numbers and facts are rather abstract to
entertained! a person. An increase of 31% revenue sounds good
and all, but wrapping facts into an emotional story
Sell it with a story is what, according to the University of Standford,
“My product is the best because…” will not make makes people remember something 20x better. So,
you stand out from the many companies that claim keep it exciting!
the same. Looking at major brands, they have a
different take on how to successfully promote their Choosing the right story
products. Nike for example, instead of focusing on Things that happen in work or life might not be
presenting the special design and manufacturing as interesting as the books of "Lord of the Rings".
of their shoes, attracts people’s attention by telling But as a good storyteller you can transform
stories of athletes and their aspiring pursuit in anything into an exciting story. Always keep
sports (while looking fashionable in Nikes sport in mind who you are talking to. What are your
20 21audiences concerns or dreams? What deal are Off to a good start
Following our declared goal to massively expand in the coming years, we continue to cultivate
you hoping to close with them? Adapt your story Avoid the “s” word. Most of the time someone
a positive atmosphere that supports, promotes and enhances talent, ideas and creativity.
accordingly, define the bottom line of the story and starts with “Let me tell you a story…” people
We are looking for:
cut away things that are not supporting your point. already expect a boring story session that will put
Imagine you are having a striving colleague who them to sleep. Start with a compelling opening
entered a manager position at age 25. Applicants to attract people’s attention. Did you know
will get inspired by the fact that a junior got Martin Luther King’s audience didn’t pay much Sales Manager / New Business Development /
the opportunity to advance in your company, attention to his speech until he said the famous Global Key Accounts (m/f/d) 1215V
appreciate a place to grow for entre-preneurial and ever-gripping words “I have a dream…”?
minds, and might be more likely to apply. To your Make an announcement like “yesterday something
business partners happened that totally Your tasks
you could tell the changed my view • Direct the sales process, including prospecting, qualifying and positioning of
story of how this on how …”. And SELLBYTEL Webhelp Group's services
very colleague, at “PURPOSEFUL most importantly • Acquisition of new clients on management level
such a young age, do not take away • Development of new business strategies in close cooperation with the management board
went out and about
to save the day for a
STORYTELLING ISN’T the ending! People
should be hanging
• Development and presentation of customer-specific solution concepts in cooperation with
internal departments
client with a mind- on every word you
blowing innovation. SHOW BUSINESS, IT’S say, awaiting how
• New business lead generation and upselling
Your company will everything unfolds. Our desired profile
look like a place of GOOD BUSINESS.” If they already know • 3+ years of sales or account management experience
highly dedicated what the conclusion • Experience in sales of complex and high class service solutions
individuals and is, they feel like you • Up to 40% travel expected
your client will be Peter Guber are wasting their • Successful track record in sales-driven environments
interested to find out CEO of Mandalay Entertainment, time. • Tenure within the service industry is preferred
more. entrepreneur, educator
Putting it into Our offer
Hero – practice • Professional work environment with international top clients
challenge is key No story is perfect • International network within the company
Joseph Campbell taught us that the concept of the first time you tell it. Get out there and give • Excellent salary and compensation package
a “Hero’s Journey” has been embedded in every it a try! Follow the steps we described earlier:
book, movie or in every story that resonates with choose a memorable story, define a structure and Location: Nuremberg, Germany | Start date: immediately
us over time. It’s always about an individual being then practice. Not just in front of the mirror but
confronted with a call for adventure, bravely taking in public. Dare to be spontaneous and try out
it on, facing the challenge to then return with a new things. If the joke doesn’t land, you’ll know
higher sense of accomplishment. Embed this in the next time and can leave it out. Listen to the
your story. Show your audience how you yourself reaction of your audience: How many likes did you
had doubts, how you struggled, just like the get on the blog post? Did you manage to make the
listener would too. Even put your client into the prospect enter into further negotiations? Improve
position of the hero who can, with you as a loyal your storytelling skills and the structure of your
partner, win every challenge. Be Sam and let your story constantly instead of coming up with new
client be Frodo, who together go on an adventure ones. Rather than creating 1000 stories that reach
to fulfill the destiny of throwing the one ring into one person, create one story that reaches 1000
Mount Doom and save Middle-Earth in the end – people.
in the figurative sense. Xenia Stepanow
Find your new job right here:
Call: +49 911 9339 3636 | E-mail: career@sellbytel.com | WhatsApp: +49 151 126 77 164
22 Find more vacancies at sellbytel.com | Please refer to The HUB 23Among others, possible uses of speech through, or by a lack of information on the
analytics in real time include: process they should follow for a particular
• Quality assurance: provide the advisor with type of enquiry – therefore, understanding
a checklist of required steps during the call, why they happen is key to improving the
updated automatically as the call progresses efficiency of your operations
• Compliance checks: alert the advisor and • Detect patterns in your advisor’s behaviour
his supervisor on any potentially missed and use that information to provide more
verification or infraction against internal personalised coaching
compliance standards
• Increased management awareness: Successfully implementing a speech analytics
automatically alert advisors’ managers solution in a few steps
whenever a customer is getting distressed so As all speech analytics solutions require a time of
that they can either coach the advisor live or training in order to be efficient, we recommend
even join the call starting the implementation of such a solution by
• Speech analytics can also help make focusing on one application at a time. Ask yourself
advanced call history analysis more accessible which of your processes would benefit the most
from the solution today, both in terms of cost
A new must-have technology to improve your customer experience While speech analytics can have a tremendous reduction and quality of operations improvement
impact to improve both customer and advisor – and then choose one to start with.
With 71% of customers still classifying phone calls as one of their favorite means of interaction experience, it is also a powerful tool to help You then need to pick the right partner to launch
within customer service , the recent developments in voice analysis technologies (speech you tap into the goldmine of information that your project: ensure the solutions you are looking
analytics) are of major interest for companies looking at improving their customer experience. is hidden in your call recordings. You might at provide a high level of recognition accuracy,
How can you use those technologies, and how can you implement them into your customer already be performing manual analysis of some especially if English is not the primary language
journey? of your call recordings as part of your voice for spoken during the calls, and check which
the customer program, but the volume of calls solutions provide an existing integration with
You are probably already familiar with a offered by Google, Amazon, Facebook, Apple and you receive each day is probably too high to the systems you are currently using to reduce
common application of artificial intelligence (AI) other IT companies. comprehensively analyse. Using speech analytics, deployment time.
technology for customer experience: chatbots, you can now analyse 100% of your call recordings
which enable brands to offer an automated Speech analytics drives real-time customer and obtain valuable insights on your customer Once you have picked your technical partner, they
conversational service on platforms such as experience improvement experience with your products or with your will start building the model upon which your
webchats or Facebook Messenger. But recently, Intelligent call steering is probably one of the most advisors. speech analytics will rely. Such models usually
you might have noticed that a particular type of common uses of speech analytics technologies require at least 10 000 calls analysed over a period
AI has been gaining traction: speech analytics, today. By replacing more traditional interactive There are many types of analysis you can of time to be efficient – depending on the volume
which uses smart algorithms to understand voice responses (IVR) with an open question, such conduct using a speech analytics solution such as: of calls you receive, this can take from a few weeks
and structure data from live or recorded voice as “what are you looking for”, and then analysing • Identify the most frequently mentioned topics up to 3 months. Once the model is built, your
conversations. the customer’s reply, speech analytics tools can by your customers, either globally or related developer or provider will deliver a beta version of
either direct the caller to a selfcare option, using to a specific topic (e.g. product feedback) the project. After a few days or weeks of advanced
Thanks to recent technological developments in text to speech technology to provide the answer to • Understand the underlying drivers of testing, depending on the scope of your project,
voice transcription and language understanding his question, or connect him to the right advisor customers’ feedbacks by performing a root you will be ready to go live! It is then up to you
(natural language processing – NLP), as well as – thus reducing call transfers and escalations. In cause analysis, which combines keyword and to decide how you want to enrich your project:
in computing power, there are currently many addition to reducing the number of simple, more emotions analysis enhance the existing project / case that you’ve
speech analytics solutions available on the market repetitive inquiries sent to advisors, implementing • Analyse the sequencing of your calls, selected, repeat the process with another one or
at an affordable price. an intelligent call steering solution can help particularly conversation blanks: those even focus on another behaviour type entirely.
You might already be familiar with one of the reduce call duration by up to 45 seconds per call silences might be generated by complex
applications of speech analytics: smart assistants – routed to an advisor. processes that advisors need to think Delphine Burbaud
24 25In this issue of The HUB we want to highlight one of Europe's most exciting hotspots, THE EIFFEL TOWER
and home to Webhelp's headquarters: Paris! The Eiffel Tower is to Paris what the Statue of
Liberty is to New York: THE ultimate sight. If you
want to visit, you need to get up really early. There
is always a long queue – but the wait is definitely
worth it. As soon as you are at the top, you will feel
City tip
the magic of Paris!
The French engineer Gustave Eiffel, already famous
PA R S
for the construction of viaducts and bridges,
worked for two years to erect this emblematic
monument of the 1889 Universal Exhibition.
It also welcomes the centenary of the French
Revolution. Today, it is certainly beautiful at
night, when it is lit in a sparkling show. The latter
was only to be used for the year Y2K celebration,
but it was so popular that the 20,000 bulbs were
reinstalled for permanent use in 2003. The tower
does its electric dance for five minutes every hour
from nightfall to one in the morning.
SOUTH PIGALLE
It is at the foot of the Montmartre hill, a few
minutes from the very touristic Sacré-Coeur and
its postcard setting where one of the most trendy
corners of the capital is located: welcome to
Pigalle! This former red light district, which once
housed adult shops, cabarets and hostess bars, has
been transformed in recent years to become "the
place to be". But there is still a ranchy atmosphere
THE LOUIS VUITTON FOUNDATION in the air and you can still notice, at the corner of a
Rising above the Bois de Boulogne like a street, a bright sign showcasing the scoundrel past
magnificent vessel with undulating crystal sails, of the district! It's south of Place Pigalle, where the
the museum of contemporary art and cultural trendy people have established their headquarters,
centre designed by the architect Frank Gehry is in the well named "Sopi" (from "South Pigalle")
the most captivating thing on the Parisian horizon district. The geographical playground: a pocket
Fun Facts since the unveiling of the Centre Pompidou in rectangle that extends roughly from the Blanche
P sign in the 1977. Commissioned by Bernard Arnault (CEO and Anvers metros to the Notre-Dame-de-Lorette
ly one STO
There’s on o aris.
f P of LVMH), it houses Arnault's extensive private and Trinité-d'Estienne-d'Orves stations. Between
entire city
collection, including works by Pierre Huyghe, trendy boutiques, typical bistros, elegant cocktail
b
ve to clim Gerhard Richter, Thomas Schütte, Ellsworth Kelly, bars, trendy clubs, there is no time to get bored!
th e E iffe l Tower ha take
f less they
Visitors o th e top – un Bertrand Lavier, Taryn Simon, Sarah Morris and Remember to get a Bouillon Pigalle and taste some
s to re a ch
1,665 step r!
the elevato Christian Boltanski, among others. delicious French cuisine.
s of th e Statue Leslie Choffel
ree replica
at least th
There are in Pa ri s.
of Liberty
26 a Rom an City 27
originally
Paris was tetia.”
called “Lugetting up and tackling a task. Once this happens, something, you can change it.
your thoughts trigger further inspiration, which Once the cue is removed, start practicing your
pushes you to accomplish things you had planned. habit. Go to the gym, go to salsa dance classes,
You can easily apply this method especially when do whatever you set your mind to. Don’t forget
you feel the weight of the world resting on top to reward yourself after completing the activity.
of your shoulders. Therefore, if you’re stuck in During the start phase, your brain must be
the middle of an existential crisis, feel like you're rewired, and the best way to do this, is to associate
chasing after false dreams, or if things occasionally pleasure with the new behavior by rewarding it.
feel a little meaningless, do something. It The final step is to classify the cue/trigger. Be
could be the most simple thing but can make aware of when you feel tempted or are about to
a big difference. The good news is: this little engage in behavior that is destructive for your
phenomenon is not some daydreamed, rah-rah habit. Note down the time, location, people you
principle. It is grounded in the tenants of physics. are with, and your emotional state. Practicing this
Remember Newton’s first law? Objects that are at will not only polish your own awareness it will also
rest, stay at rest. Objects that are in motion, stay in build your new habit and help you stay motivated.
motion (unless, acted upon). It’s no wonder that, If you are interested in understanding more about
sitting on the couch won’t get you anywhere. Stand the science of perfecting your habits, we can
up, get out, and do stuff. recommend reading The Power of Habit: Why We
THE MOTIVATION CONUNDRUM Don’t rely on motivation alone
Do What We Do and How to Change by Charles
Duhigg.
We all know that staying motivated 24/7 is simply
Most of us only commit to action once we feel a certain level of motivation. This motivation, not possible, because no matter how motivated you The academic research on when new habits are
we usually only get in moments of feeling some level of emotional inspiration within us before are, at one point, motivation fades. So how do you fully formed is endless. Countless studies state it
committing to the desired action. Unfortunately, we don't always feel this emotional inspiration on make the desired behavior stick in times of need. takes up to 30 days. Others say it takes 32 days,
our own and so we hardly really get motivated to do something on our own. Being in an unmotivated You see, most of us function on auto-pilot. Things some say it takes 3 months. This can be a very
state usually takes up endless hours of procrastination, binge watching series on TV, ordering two like starting our car, snoozing, driving to work individual experience so these statistics aren’t
for one Margherita deals, and falling into a deep pit of self-loathing. These behaviors are further etc. are all habits we have deeply engrained in our helpful. Everyone’s brain adapts differently,
compounded with shocking statistics as a result of a lack of motivation in the workplace. behavioral repertoire – they happen automatically. meaning that you need to know for yourself when
you feel like your behavior has truly formed or
Studies show that 52% of haven’t been all that successful our current challenges. We all The trick therefore, is to form new habits that are changed.
employees report a lack of standing alone. To give your get these moments from time in favor of our desired behavior. As always, this
feeling enthusiastic about motivation a boost we can to time! And those ideas can is easier said than done. Let’s look at the science There are countless methods to increase
their work and a further 71% suggest two different methods be magical. As a result, simply behind habits so you can use this to your own motivation. However, as there is no ultimate
of employees being actively that can support motivation. ‘doing something’ or randomly advantage to stay or become motivated. way to remain motivated all day and every day,
disengaged with their work. doing ‘stuff ’, is not only the The first step is to identify the cue. A cue is a adopting the right behaviors and making them a
Many companies these days The do-something-principle effect of motivation, it is also trigger, and is exactly what starts your engine. habit provides a much more sustainable approach
have installed measures to keep Have you ever noticed moments the cause of it. That’s worth Identifying the cue won’t actually help you create to disciplining yourself in the long run. Most
employees motivated, with where doing random things, repeating… a new habit, but can help you in understanding importantly, acknowledge every action and every
some of the most successful whether a chore at home, a task what prevents you from creating a habit. Start effort. This will definitely help in elevating your
involving the creation of at work, or time spent with your 'Action isn’t just the effect of by observing your own behavior. Practice self- motivation levels.
new career opportunities, friends, suddenly sparks little motivation. It’s also the cause of awareness. For example, if you want to make the
offering more training, moments of epiphany in you? it.' Certain little moments, can gym a daily part of your life, grabbing a beer after Failure is the way forward. Indeed, a
flexible work conditions, and It is these moments that often make you feel a strong sense of work, is unlikely to help. Being aware of this, counterintuitive truth, that certainly deserves a
improving employee-manager enlighten our thoughts to new inspiration that allows you to counterintuitively, is the most important part thought… or two.
relationships. These efforts ideas that help us in tackling overcome emotional hurdles of of all. Keep in mind that once you are aware of Maximilian Distler
28 29PILLARS OF MAKING CONNECTIONS than likely annoying at best and offensive at
worst. When you’re connecting with someone,
You automatically have more credibility when
you’re arriving to meet someone you were
Build meaningful relationships ask relevant questions, try to remember details connected with through a mutual friend. Utilize
from previous conversations, ask for clarification, these connections, and approach others with
Dale Carnegie once said “You can make someone else? You likely didn’t want to maintain and positively reinforce the speaker’s message. the assumption that they are willing to help and
more friends in two months by becoming a solid connection with this person, because Active listening can reduce misunderstandings, network as well. More often than not, people are
interested in other people than you can they aren’t genuine and authentic! We tend to be show that you care, and create a safe space for good at heart and willing to help you. Spend more
in two years by trying to get other people much more understanding, forgiving and willing vocalizing feelings and needs. time reinforcing connections with your current
interested in you”. This may seem overly to work with people who are unabashedly true network and see where it leads.
simple, but it is essentially that easy. No to themselves, because we inherently trust them Be proactive and helpful
matter what your professional or personal more and view them as more reliable. This goes It all comes back to being Be curious
goals are, personal connections and both ways – if you don’t have a genuine interest genuinely helpful to others. Curiosity helps us survive.
relationships run the show and dictate so in someone that you’re talking to or are trying How can you use your skills The urge to seek out novelty
many aspects of work, family and social life. to connect with, why are you trying? Think of and strengths to serve and and learn new things is what
it this way: nobody likes to be “sold to” or feel help others? When this comes helps us gather knowledge
Have you ever noticed that some people seem to like they’re being pushed through a machine. across as genuine, everything else usually falls about our ever-changing
have the ability to instantly connect and build Most people today, whether clients in a business into place and happens naturally. environment and protects us from harm. Think
a rapport with people they’ve just met, whereas setting or elsewhere, can see right through one-off Helping someone from a place of authentic of this in a social setting too. The only way to
others seem to be perpetually in a party of one? attempts at flattery and “wooing”. Clients want to kindness and generosity is an incredible tool to gain knowledge about the ever-changing social
The good news is, the basic principles for forging know they’re working with a trusted partner who not only make yourself feel better and increase dynamics or to get to know new people and places
connections with other human beings are the sees their goals and needs, and authenticity is the your own wellbeing, but to form genuine is to be curious, to ask genuine questions, to
same across the board whether you’re a big key to building that trust. connections with others. In a workplace setting, listen and learn, and never stop growing. Asking
famous celebrity, powerful CEO, or just trying to being helpful and proactive, anticipating others’ curious questions opens up your eyes to your
make friends with the person who lives down the Be an active listener needs and attending to them, can set you apart as own knowledge gaps, and can help you figure out
hall, or ask out that cute girl at the bar. Pay attention when you are being more accessible and more of an asset to the how to work together with those around you and
Humans are just humans, regardless of status, communicating with people. workplace. Give real thought to how you can help deepen your connections.
fame, money or reputation, and the first step I mean pay ridiculous, the people around you, whether it’s sharing a post
to making real connections is to view everyone super close attention so you about their work on social media to spread the It all comes back to just being real, open and
as equal. Once you have accomplished that, the don’t miss a word. If you’re word, writing a recommendation letter, posting human. You get back what you put out into the
basic pillars of making connections are identical, networking in a business setting, do your research a review of their business, or connect them to universe, and when you are genuine, authentic,
whether you’re in a business or social situation. beforehand so you know who you’re dealing with. someone in your community who could help curious, open, and helpful, you will get back that
True active listening is much deeper though than them. Often, even if you are unable to help them type of energy and connection as well. It’s also
Be genuine and authentic just having open eyes and open ears to whoever yourself or connect them to the right people, the important to view your network of connections
The only connections that is speaking. Listening is the most fundamental gesture will certainly stand out. like a plant. If you just leave them to their own
will truly work and sustain component of human communication, and active devices and hope for the best, they will die of
over time are authentic, real listening means fully concentrating on what is Network thirst.
ones. Have you ever been in being said rather than just passively hearing the Networking is more than just This goes for every connection, from your very
a conversation with someone message. building relationships, it’s best oldest friend to the new coworker who sits
who just seemed totally fake and full of it? Or Active listening isn’t only hearing, it’s also showing a genuine interest down the hall. Every connection requires a little
maybe you felt like they weren’t listening to you providing verbal and nonverbal signals to the in learning about other bit of watering every now and then, but use these
but rather thinking about what they were going speaker that you hear, understand and are people, their background and tools and you’ll grow and maintain genuine, solid
to say next to further their own agenda? Maybe it engaged with their message. Most of us have potentials for working together. Realistically, in connections with those around you in not only
was the type of conversation where you know that experienced the feeling from time to time of today’s economy, a lot of job openings are filled business but personal settings as well.
they likely won’t do what they say they will or they talking to someone who is clearly only half through networking and referrals, and making
might even turn around and say the opposite to listening to the words being said. This was more social connections is quite similar. Kate Resch
30 31You can also read
