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Does Your Company Pass the $20 Trust Test?

Blog post by on April 24, 2014

Cowritten with Kate Feather Customer trust is a topic that we are seeing in more and more of our clients’ customer feedback data. We have learned that customers define trust in two ways: 1) The firm conviction …

Cost Management: Busting The Top 5 Myths

Blog post by on April 24, 2014

Myth 1: Cost to serve is the call center’s responsibility. Truth: There are often problems that manifest in the contact center but have originated upstream – for example changes to policies or information that was sent to …

8 traps successful women avoid in b2b sales

Blog post by on April 24, 2014

A few weeks ago we posted a blog: 6 traps successful women avoid in b2b sales. The 6 traps we identified were: Copying male salespeople versus leveraging your unique differences. Questioning that you belong. Seeking praise from …

Salesperson As Entrepreneur

Blog post by on April 24, 2014

When you think about it, sales people have an awesome amount of freedom–but also a huge amount of personal responsibility.  In many senses, we really are entrepreneurs. Entrepreneurs run their own businesses.  They have goals, translated both …

How courtesy can undermine agent performance

Blog post by on April 24, 2014

[embedded content] How can courtesy undermine agent performance? How does that happen? The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do your customers rate your agents’ level of courtesy as part of …