In both sales and marketing, it is important to match the right personality to the right role. Before deciding on final placements within the company, determine the unique set of skills that each individual on your sales team has.
When dealing with an unhappy customer, you want to avoid giving refunds. What should you do instead to try to solve the issue?
The job of a customer service rep is already stressful, and an angry or distressed customer can throw things into high gear. A study revealed the extent of swearing at customer service reps. It’s a big problem, and for contact center managers, it’s important to have a plan in place for training your reps to […]
Need some customer service inspiration? It’s time for a YouTube binge.
Before you can improve your brand’s customer experience, you have to know how people already feel about you. Here’s how to find out.
In part 1 of this article, we discussed the importance of creating a sense of urgency in sales and how to express that urgency to a prospect. In today’s Advisor, we’ll cover another important topic for getting a positive response from a prospect.
As contact centers increasingly focus on streamlining their process to handle more calls in less time, it’s natural to hone in on metrics. The average time to handle a call gets the most attention, but an important drag on your overall productivity may be after-call work time. Here’s a closer look at what managers need […]
Every company encounters these three customers at some point during business. Here’s how to interact with them effectively and gracefully.
There are three stereotypes everyone has of Customer Service agents—Is your team proving them untrue?
As more and more of your customer care is automated, how can you remain a real source of service?