Eric Sims
Eric Sims
Eric is a Contact Center Outsourcing expert who specializes in helping businesses help their customers. He is the Cofounder & CEO of Leading Edge Connections, LLC, America's #1 fully remote outsourced contact center. He is also the host of Preventing Brand$laughter. A weekly podcast that helps business gain the insights and information to protect their brand from self-inflicted sabotage.
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...
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...
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....
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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....