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Outbound Contact Rate with Daniel Foppen
Daniel Foppen, Head of Product & Product Marketing for Convoso, has over 20 years of CX experience and joins the Contact Center KPI podcast to share his predictions about outbound contact rate. While other KPIs matter, contact rate should be a priority according to Daniel. If your contact rate continues to decrease, that means you’re…
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Improving CSAT Scores with Agent Assist & Quality Management Software
Leaders play a vital role in managing customer expectations and satisfaction regardless of whether they talk to them over the phone or not. Whether you’re in financial services, insurance, or home services, the competition is fierce. Customer expectations are higher than ever and achieving exceptional customer satisfaction is no longer just a nice-to-have… it’s a…
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Customer Experience Score with Brian Jeppesen
Brian Jeppesen, Director of Contact Center Operations at Landry’s, has over 30 years of contact center industry experience. Today he is sharing that experience with you. We’re focusing on the customer experience and the return on experience. 1. Return on experience – How easy do we make it for our customers to do business with…
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Navigating the Future of Customer Experience and Innovation
Innovation generally refers to something new or a change made to an existing product or idea that can improve the overall outcome. When innovation is brought into the customer experience, it should either make it quicker or easier for the customer. Let’s look at call intelligence for example. The ability to have real-time call intelligence…
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Understanding the Customer Journey
From the first time they saw your company to what made them buy and what keeps them as a customer. Most companies want the outcome of understanding their customer’s journey without doing the leg work. Sure that will take you somewhere, but it won’t be far. Our advice – spend the time and understand this.…
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Think like a Founder, it’s more powerful than you realize
Have you ever heard someone say “ownership mentality”? … It’s … Jen Spencer, CEO of SmartBug Media, joined us on The Startup Sidekick podcast to talk … explains the difference between the different stages of startups and where you might fit best based on your personality & work ethic.
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Sales Intelligence Tools: It’s time to generate more revenue with data
There’s no denying that data is becoming increasingly important in the modern world. And when it comes to sales, having accurate and up-to-date data can be the difference between closing a deal and coming up empty-handed. In this post, we dive in to show you how sales intelligence tools can help but also possibly hurt…
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Why your insurance agents could be selling more with better call analytics software
First, we need to understand the main tools your agents should be equipped with. Without … From that software, you can create the following helpful training tools: QA Scorecard, CSAT Surveys … But only if they’re given the right guidance and tools to make that happen. This is where call analytics software comes in …
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The Struggles (and how to overcome them) of Founder-Led Sales
Some wise words from Matt Wolach, B2B SaaS Sales Coach at Xsellus. While the focus of this podcast is founder-led sales, most of these principles that Matt shared can be applied to sales in general. Before you can grow in sales, you need to …. The other piece to founder-led sales…. don’t get emotional. Disconnect…
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5 Myths about SaaS Sales
debunk the most common myths when it comes to SaaS sales to help you make an even bigger impact on your pipeline. Insight is actually king. Not data …. Content creation is just the … Sales and marketing can work together, we promise.
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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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7 Essential Tips for Onboarding SDRs (that still work in 2023)
If you’re thinking of hiring new SDRs, that’s exciting! But we also understand the stress it can bring at the same time. Onboarding SDRs takes time and …. Sales Leaders who take the time to onboard SDRs can make or break their time at your company. That’s why investing in …
Customer Acquisition
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