There’s customer satisfaction; then there’s customer satisfaction follow-up. Unfortunately, the follow-up gets glossed over far too often. Anyone in sales or service-related fields understands the importance of customer satisfaction. We all want our...
Distractions are easy to come by anytime, but running into sales distractions when you’re working remotely can be especially problematic. Distractions are nothing new. Whether we’re at home doing laundry or setting up a meeting with a buyer, it’s...
A virtual sales team can expand your market, reach more people, and boost your bottom line. Here’s how to help them succeed. There are plenty of advantages to a virtual sales team. You can work more efficiently across time zones. Your company isn’t paying...
Don’t let the details throw you off. When it comes to KPIs vs. metrics, some key differences can impact your outcomes. KPIs vs. metrics. Does it matter all that much? They’re both about data, and you can use both of them as tools to assess your...
Some approaches to call center coaching are more effective than others. Here are 12 you should know about. If you’re new to running a call center, coaching may seem easy enough. You just tell people what to do, give them a script, and keep your ears open for...
Learn how to calculate average handle time for calls and find out what it really means for your call center (and what it doesn’t mean). What is average handle time? How do you calculate average handle time? How important is it, even? These are questions that...
