With only so many training dollars to go around, those who need to improve the knowledge and skills of their customer service and sales employees must make some choices: send the employees out to a public seminar, train them together in class, or have them learn on their own in an e-learning environment. What's the […]
One of the great things about the contact center as a workplace is the ready availability and near-instant access to metrics — measures of quality and productivity. Unfortunately, however, this easy access often results in a short-sighted assessment of what the numbers really mean. Five Key Metrics to Assess Contact Center Agents Following is an […]
Customer Service and Social Media Social media is getting to be an ever more popular tool for connecting with customers and providing customer service. On the plus side, it can be a positive generator of customer satisfaction and sales. For example @DellOutlet has generated over 1.5 million followers and $6.5 M in sales on Twitter […]
There’s a view of sales and customer service evolving in social networks that goes beyond selling or supporting the features and functions of products or services; it’s about engaging customers and giving them a voice. Back in the stone age, these communities were called users groups; now they’re called online communities. It turns out that […]
Years ago, a mentor told me that she never buys from someone who doesn't ask for the sale. It was an off-the-cuff remark, but it turned into a powerful lesson for me. At the time, I was just learning how to make sales calls—and how to overcome the associated nervousness. This casual comment somehow bolstered […]
“Expect the Best” is my favorite principle (today) from the HEART Model ™. I mean, what’s not to like about expecting the best of yourself, your co-workers, and, most definitely, your customers? If I expect the best of myself I can't say, “I’m never going to understand trackback so I might as well just forget […]
Last week, a Fortune 500 company asked us for our perception of the latest, cutting-edge selling techniques and how we incorporate them into our sales training. Cutting-edge? Is there really a way to overcome resistance that hasn't been written about several times over? Is there a new way to open a call that gets prospects […]
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