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“Bold Leaders Create Stress”

Blog post by on August 21, 2014

That headline was one of the last things Brad Hewitt, President and CEO of Thrivent Financial, said to me when we sat down together for a conversation. It came after a fast hour of “Brad-isms” as he …

Gamification – Get your contact centre game on

Blog post by on August 21, 2014

Customer relationship management is important for any contact centre to deliver the best customer experience possible. However multi-channel online customer service is increasingly allowing customers to resolve common queries themselves, only engaging with contact centre agents when they experience …

Onboarding salespeople – yesterday’s good is not good enough

Blog post by on August 21, 2014

How salespeople are onboarded is a significant factor for building sales success.  Unfortunately, it is historically one of the most underemphasized aspects of sales performance development.  Great onboarding programs for new sales people are still the exception. …

Your prospect’s assistant is an ally, not an obstacle

Blog post by on August 21, 2014

In most sales situations, if you’re treating the administrative assistant who supports the decision-maker as a gatekeeper, you’re introducing unnecessary friction into your sales process.  You may actually lengthen your sales process, and decrease your chances of …