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A Culture of Nonperformance
Nonperformance rarely starts with incompetence. It starts with tolerance. Then it spreads. Inside most organizations, cultural drift happens through three forces: And in most cases, the group that ultimately decides the direction of the culture isn’t the top performers or the bottom performers. It’s the middle. Before nonperformance becomes a real problem, it shows up…
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Solving Agent Attrition: Practical Strategies for the Modern Company
Agent attrition is a pervasive challenge in the contact center industry, with turnover rates reaching as high as 30-45% annually in some areas. While many organizations view this as an unavoidable aspect of doing business, high attrition’s financial and operational repercussions are far too significant to ignore. This post explores the staggering costs associated with…
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Dream Outcomes with Adam Saad
Adam Saad, Founder and CTO of Tech Stack Advising, is passionate about dream outcomes. He says, “Goals are great. KPIs are good. But words matter. Dream outcomes should be on a different level.” Let’s dive in and learn all about the difference between standard goals and your dream outcomes. 1. Where to start? Divide and…
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Leadership Principles with Mike Cowguill
Mike Cowguill, Director of Consumer Engagement & Strategy at Capio, joins us on the most recent Contact Center KPI podcast episode to dive into leadership principles. Mike shares some valuable lessons he’s learned along the way and we promise they will help you become a better leader. 1. The most valuable thing a leader can…
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Service Level and Occupancy with Dan Smitley
Dan Smitley is a 20 year workforce management industry expert and knows the difference between focusing on both service level and occupancy can make versus just one of the two KPIs. It provides a baseline for both the customer experience and the agent experience. Without one, you can’t have the other. 1. Service level is the…
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Career Growth: From BDR to AE
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 going to focus on the first two…
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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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How Agent Coaching Software Can Help Me Stop Re-Coaching Agents
It’s time to stop re-coaching your reps! Let their … If you’re looking to improve your leadership skills, let’s …. Two very different ways of thinking are now causing a divide in the software sales world. There are so many options now when it comes to your tech stack, the worst part is most sales…
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Life as an SDR
Sales Development Representative aka a SDR. One of the most difficult, yet important roles within a seasoned sales organization. However the biggest gap remains that most SDRs don’t …. Not that I blame any of my managers that I’ve had along the way. It’s just the culture of sales.
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How To Handle Your Sales Reps
After 127 interviews with sales leaders and CEOs at different sized companies across multiple industries, we have compiled all of the data to help you make better decisions when it comes to handling your sales reps based on the size of your company.
Career Growth
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