A problem-first framework for CX and IT leaders evaluating contact center, CRM, AI, cloud, security, and automation technology with less risk.

Budget season hits, and your inbox floods with cloud contact center solutions promising the latest features. Yet, most teams rush to platform demos before clearly defining their biggest operational headaches. This leads to costly buys that miss the mark on risk reduction and improving conversations. What if you could cut through the noise with a problem-first assessment and build a shortlist that actually fits your roadmap? Let’s start there. For more insights, check out this article on cloud-based call center solutions.

Agent spoofing is when a hired call center agent hires another person to work their shift. This is not a new thing, but it has reached epidemic level impact for business process outsourcers (BPOs) and new contact centers that pushed their people home in a hurry.

Field Logix Case Study from the MIT Enterprise Forum San Diego

As I reflect, the constant question I ask myself is, if I could have avoided all of this pain would I have done things differently? The answer I come to is always NO.  That miss in strategy allowed our team to double down on our sales strategy, and that clarity is now providing our clients with extreme sales growth.  

Moving from the late night party boy to the respectable hour sleep sales guy was something I could not figure out how to do. I mean for the last 15+ years I had built a brand around amazing dinner experiences with clients, and even more epic nights out with them.  From Shanghai to Chicago I had more stories out with clients than I did with my own friends.

This blog was to give you a few steps I have taken to change my ways and proven to to be successful.

In sales your pitch partner and/or team need to become like an extension of your family.  You must know one another on a very deep and emotional level so you all can read one another beyond the obvious verbal and physical cues.  You need to be so in sync that while in a pitch it almost begins to feel like you are all sharing one brain, and delivering the information as such.

According to The 2015 B2B Small Business Marketing Report from The Content Marketing Institute, case studies, also known as customer success stories, rank among the top five content marketing tactics for B2B companies