Aki Merced
8 Strategies for Effective Contact Center Management
A contact center agent deals with stress on a daily basis, and it can get pretty taxing. But a contact center manager is no exception. The stakes have always been high and the pressure is on for the upper management. Imagine having to balance operational costs, customer experience, agent retention, and revenue growth–Contact center managers … Continued
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How Context Drives Great Customer Experience
Organizations know how crucial the level of customer experience is in the pursuit of business goals. Gartner’s CX study released last May reports that 75% of organizations in its global survey have already formed a dedicated CX team. One in four of these CX teams reports directly to the company CEO–a clear indication that CX is … Continued
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Raising the Bar for Ecommerce: The Omni-Channel Approach to Customer Experience
In the last decade, the growing adoption of ecommerce has been swift–and ruthless. Huge retail market players like Best Buy and Toys R’ Us are shutting down huge chunks of their physical locations due to plummeting revenue. Not only is this a result of not embracing ecommerce early in its wave, they are also now competing with ecommerce … Continued
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Tenfold Talks: Contact Center Metrics and Leadership with Nate Brown
Customer experience and service expert, Nate Brown, sat down with us to discuss some hot topics in the contact center industry. Nate is quickly becoming a household name in the customer service realm as a recognized top thought leader by both ICMI and HDI. He currently serves as the Director of Customer Experience at UL and founded the popular service … Continued
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Exclusive Q&A: Neal Schaffer and Rutgers Business School Launch Social Selling Program
When discussing digital transformation, it’s impossible not to discuss social selling and its impact on the sales cycle. Marketing and sales automation tools have made it possible to reach hundreds, if not thousands, of potential buyers instantly. This however has caused a decline in the effectiveness of email and cold calling techniques. As a result, … Continued
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Contact Center Best Practices: How to Improve First Call Resolution
Imagine this, you’re streaming your favorite TV show and suddenly you lose internet connection. You try all the basic troubleshooting steps: check all the necessary cables, unplug and re-plug the router, maybe even do a hard reset. Alas, none of the usual tricks work and you are forced into one of the most dreaded things … Continued
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Top 5 Customer Service Lessons for B2B Sales Reps
If you are in B2B sales, you’ve probably found yourself scouring the internet for customer service tips only to find countless articles and videos peppered with information and advice unfit for your needs. It’s the reality — most articles on customer service improvement focus on B2C sellers servicing individual clients. Because the usual techniques that … Continued
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5 Healthy Habits of Successful Sales Prospectors
In prospecting, the goal is to create interest, convert that interest into relationships, and successfully manage these connections to produce meaningful transactions in the future. So, what is a good prospector and what do they do? As with any successful relationship, prospecting entails developing good habits throughout the whole process. You do not just nurture … Continued
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Optimize Your Sales Team’s Productivity with These 10 Cisco IP Phones
Your company’s growth and prosperity hinge on your ability to optimize efficiency and productivity among your sales staff. Notably, the IP phone model you select for your team members may become the most valuable tool in your sales arsenal. Below is a look at the key factors to consider before making a choice and 10 … Continued
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9 Secrets of the Best Sales Managers
Getting any team together as a unit, aligning them, and getting them to focus on scoring winning goals is a tall order. For a sales team, the order is even taller. It’s tough out there. Competition is fierce. There is much at stake. In an industry that frequently rewards its top performers with management positions, it’s … Continued
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