Customer Experience Insights
Practical guidance on contact center strategy, CRM, automation, AI, leadership, and technology decisions.
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
CXMike Audio Archive
Short conversations on customer experience, sales, leadership, and growth.
I learned quickly that there are a few key tactics that helped me become a successful sales person. That's what I'll share those with you today.
Organizations can dramatically improve the process of onboarding new salespeople by remembering that practice makes perfect. Take the guesswork out of what it means to make a sale for your business and help your sales team develop the muscle memory needed to make their sales pitch second nature.
In the next half hour you'll hear about the differences between quotas, goals, and stretch goals, and how to design each of them. One key takeaway is the idea that your entire team should be a part of the goal-setting process - that way you can ensure they buy into the organization's vision as a whole. I also reiterate why it's critical to measure your sales variables, and give you some ideas for taking action to improve your sales process today.
One critical (but often glossed-over) aspect of your successful sales team is your VP of Sales or Chief Sales Officer (CSO). Too often, companies stick this title onto the name of their best salesperson without giving thought to the intricacies and potential of the job.
In this episode, I break down the three most important responsibilities of a VP of Sales. This job is far more than just a title - ideally, your CSO should be overseeing and implementing the sales strategy of your entire sales staff. I talk about how great VPs of Sales should function within their department and within the company as a whole, and I touch on the super-important management aspects of the job, too.
In this episode, I talk about how being persistent has shaped my career and company. I cover why you should always treat a potential client as if they're going to work with you, and how to turn a "no" into a positive way to keep moving through the pipeline. I also touch on finding ways to win along the way and staying creative in your sales approach.
In this interview, Ana and I talk about how meeting her sales quotas gives her both a sense of accomplishment and an accurate snapshot of her daily progress. She also touches on how her numbers help her structure her day so it's most productive, and how they can provide a valuable check-in when she's not meeting them. We also discuss the role of management in working with salespeople that are meeting their numbers and continually improving, not just harping on those that are falling short.
A problem-first framework for CX and IT leaders evaluating contact center, CRM, AI, cloud, security, and automation technology with less risk.