Eric Sims
A Quick Playbook for Leading Millennial Talent
Millennials, born between 1981 and 1996, now make up the largest generation in the U.S. workforce. As such, they represent a significant demographic that employers must understand and engage in order to attract and retain top talent. Millennial talent is often misunderstood by today's...
Unlocking the Power of Customer Voice
In today's hyper-competitive business landscape, understanding and meeting customer expectations has become crucial for success. Customers hold the key to valuable insights that can drive innovation, enhance products and services, and build lasting relationships. Discovering the voice of the customer (VoC) is an essential...
Can ChatGPT Help the Airlines Industry’s CX
By now it’s common knowledge that one of the industries hit hardest by the economic climate and the workforce crisis has been the airlines. Customer demand has gone back up through the roof, but support has remained a challenge. The U.S. Department of Transportation...
The Hidden Costs of Cutting Customer Experience: Diminishing Lifetime Customer Value
In today's highly competitive business landscape, many companies are focused on cutting costs to improve profitability. While cost optimization is important, businesses must be careful when it comes to customer experience (CX), as it can have a significant impact on the lifetime value of...
2023 Changes in Customer Demand
As we navigate through 2023, businesses must keep up with the rapidly evolving customer demands. The global pandemic has transformed the way we interact with businesses, accelerating the trend towards digital experiences and contactless interactions. In addition, consumers are increasingly conscious of issues such...
Top Contact Center Technologies
Contact centers are an essential component of modern business operations, providing customer support, technical assistance, and other services. To remain competitive in today's fast-paced and ever-evolving business landscape, contact centers must leverage cutting-edge technologies that enable them to meet customer needs efficiently and effectively....
Cultivate and Grow “Devotee” Customers
It’s no secret the retail industry is competitive. Every brand out there is looking for larger market share, more loyal customers, increased revenue, and lower churn, among other things. In such a MMA fight type atmosphere one area of opportunity is up for grabs...
How To Build A Customer Journey
According to a survey by HubSpot, only 22% of businesses are satisfied with their current customer journey. This suggests that almost 78% of businesses out there are not satisfied with their current journey. That’s a staggering figure. For many it’s just been a lack...
8 Ways to enhance Your Call Center Customer Experience.
In today's business landscape, providing an exceptional customer experience is essential to the success of any company. A company's call center is often the primary point of contact between customers and the organization. Therefore, optimizing the call center experience should be a top priority...
6 Easy Ways To Prevent Brandslaughter | LEC
Brand protection is a crucial aspect of any business, as it ensures that your company’s reputation and assets are secure. A strong and protected brand can establish trust and credibility with customers, increase the value of your company, and differentiate you from your competitors....
7 Components of Building a Killer Sales Team
You’ve invested an enormous amount of work, effort, passion and money into starting, building and launching your business. The market research is done, you have validated that your service or product is quality, and you’ve validated that there is a sufficient need within your...
5 Leading Edge Virtual Training Ideas
Virtual, aka Remote, working is here to stay. The one thing we know for sure is that the world we lived in preCovid is forever gone. This means a continued evolution to find new and better ways to do a number of things. One...
5 Trends In Sales for 2021 and Beyond
The success of any business lies in its ability to forecast change and be armed to manage and strategize plans for the future. If you want to stay at the top of your game, you should know what to expect. For some, it’s a...
Building Your B2B ICP (Ideal Customer Profile)
B2B Sales is one of the fastest and most competitive aspects of business right now. Companies all over the world are scrambling to find the right team, technology, approach, and process to get their product or service in front of the right business. One...
Real Tips for Driving Sales in 2021
As we all look forward to 2021, we need to accept a few things, and then ask ourselves some important questions. First, we need to accept this new reality and the monumental changes it brings. Q1 of 2021 introduces a new political regime with...
5 Trends that will shape the 2021 Customer Care Landscape
As support teams look to 2021, there’s no shortage of priorities, from team efficiency, to customer experience, to operational business impact. Leading Edge Connections latest research reveals how industry leaders are working to find balance. Let’s face it, the number of items on the plate...
Does Your Organization Need a Team of SDRs?
Before we even get started let’s align on the definition of Sales Development Reps (SDRs) are? The definition of a sales development rep (SDR) is a type of inside sales rep that solely focuses on outbound prospecting. Many companies have experienced massive revenue growth by...
Top 4 Reasons to Outsource Your Contact Center Customer Service Needs
Contact Center services are typically an essential part of any thriving business. Customers who are upset, happy, frustrated, or even curious still prefer to hear another person’s voice on the phone to listen to them and assist them in resolving their concern or need....
Tips To Drive First Call Resolution
There are a great number of approaches to refining customer interactions and customer experiences but not all of them positively affect the bottom line the way FCR does. For those unfamiliar, first-call resolution (FCR) is an extremely important contact center metric and key element...
7 Tips To Successful Recruitment During & Post COVID
In a 2019 study, organizations adept at hiring talent also had two times better profit margins than those that were less capable in recruitment. The reason why recruiting remains so powerful is that if you don't bring in the right players, the other operational...