Author: Cole Ackerman – Director of Sales Development
From cold calling to closing deals, Cole has always leaned on conversational intelligence tools throughout his career. He is passionate about finding ways to help those around him accomplish their objectives and strives for that every day.
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How Real-Time Call Guidance Software Addresses Everyday Problems in Call Centers
Solving problems with call guidance software We all know everyone is trying to be “more efficient” and “more effective” with their time. It’s no different from call centers to software sales to home repairs. For the VP of Operations and other Operations leaders, you are probably constantly seeking innovative solutions to enhance agent performance, improve…
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How Contact Center Software Improves Your Company’s Growth KPIs
Contact Center Software & KPIs The role of contact center software has become pivotal for companies aiming to streamline their customer interactions and operations. The old-school ways of Excel spreadsheets and Word documents are in the past. Software is taking over and for a good reason. Let’s say you’re a VP of Operations, optimizing KPIs…
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How AI Can Solve Challenges Around Contact Center Performance Management
Understanding Contact Center Performance Management Before we dive into the details, let’s refresh our understanding of contact center performance management or as some call it – CCPM. It’s the holistic approach to optimizing call center operations, encompassing everything from agent performance and customer satisfaction to overall efficiency. The traditional methods of manual monitoring and evaluation…
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Forecasting with Contact Center Conversation Intelligence Software
Contact center conversation intelligence Contact centers are at the forefront of delivering exceptional experiences to customers. Being constantly involved with customers via phone, chat, or email, you would expect that contact centers are up to date with the latest trends and technology. While some are… most are far behind. This means many contact centers inaccurately…
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What QA Doesn’t Evaluate on Calls
Here is what you’ve been measuring when it comes to QA: But we have data on what ACTUALLY matters and what your current QA solution isn’t evaluating. It may surprise you! Here is an example of a Financial Services customer. It proves that the “lowest” or “highest” KPIs aren’t always the best. P.S. Sandi is…
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Tools to Pair with Abstrakt’s Call Coaching Software
Call Coaching Software We often get asked if Abstrakt can handle chats or email QA. While we would love to say yes, our primary focus is phone calls. Our goal is to be extremely good at everything regarding calls. Not average or second-best. The analogy of going 100 feet deep vs. 100 feet wide comes…
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What Problems is AI Solving in Call Centers
What AI in call centers means Artificial intelligence is used to automate and enhance various aspects of customer interactions and support services in call centers. There are a variety of different options when it comes to AI usage in a call center. And even more! AI is all around us and some may not even…
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Career Growth: From BDR to AE
The traditional path for a SaaS sales The career path in SaaS sales is generally BDR to AE to Manager and/or Director of Sales to CRO (if your desire is to get that high in a sales org). Like any other career path, there are steps and milestones for each along the way. Today, we’re…
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8 1/2 Secrets to Solidify Customer Loyalty
The additional ½ secret includes: Misconceptions around NPS & CSAT and breakdowns of specific customer loyalty winning secrets … Secret #1: Prioritize the experience This should be a no-brainer. We won’t spend much time on it. Companies with a superior experience bring in almost 6 times more revenue than their competitors that don’t prioritize it.…
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Becoming a BDR in the SaaS World
There are hundreds of thousands of BDRs in the United States alone. The numbers continue to grow as more and more entrepreneurs start their own businesses. Of course, there are down years where SaaS businesses struggle, therefore BDR (business development rep) hiring comes to a halt. But that doesn’t mean there are no companies growing.…
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Q&A with Cole Ackerman, Director of Sales Development
Today we’ve got the inside scoop on the one and only Cole Ackerman. Cole is the Director of Sales Development at Abstrakt! Cole lives and breathes sales and can have a conversation with anyone. From his SaaS sales experience at PandaDoc and OfficeSpace Software, he brings a creative approach to Abstrakt. Learn all about why…
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Best Practices for B2B sales in an Economic Downturn
B2B sales in a financial crisis is a different beast Were you around for the 2008 financial crisis? If you were in B2B sales then you remember how drastically different things were then just a year ago. Selling in an economic downturn is never easy, but companies and salespeople can thrive. The tactics look different…
