Training call center employees is a challenge. It’s difficult to find enough time, so quality is compromised in order to train faster. Or, training is viewed as a hassle and stressor by agents. As a result, organizations often fail to develop agents capable of delivering productive, customer-centric experiences. Over the years we’ve helped a ton
Achieve consistent and thorough customer service training with a comprehensive training manual. This template will help you onboard reps and develop basic skills so your team can deliver outstanding service.
There are over 20 million salespeople in the U.S. alone, according to Selling Power Magazine. Most of these reps are jockeying to close deals, meet quota, and move up in their sales org. And that’s how it should be—sales requires a strong drive to succeed, an ability to engage with people, and a wholehearted persistence.
“Storytelling is the most powerful way to put ideas into the world today.” Acclaimed creative writing teacher Robert McKee is considered by many to be the modern father of storytelling in film. McKee is just another story guru in a line ranging from Aristotle to Joseph Campbell, whose work on the hero’s journey has inspired
Want a grand entrance for your newest team members? Make your new hires feel welcome and at home with these new employee announcement templates.
The popular author James Clear wrote an insightful post about the difference between learning and practice, and how they both impact performance. We both agree that learning is important, but Clear brings up a fascinating point about how humans think: “It can be easy to assume that the gap between where you are now and
Customer-centric call centers strive to deliver a phenomenal customer experience. The secret to doing so? Call center training that develops and empowers agents to deliver that great experience. The first step in creating a great call center training program is to understand exactly what customers want. In a survey performed by Customer Contact Week, customers
The end of the year is quickly approaching—whether we’re ready or not. For many companies, impending deadlines and goals are overshadowed by the festivities of the holiday season. Data shows that, of any job function, sales productivity and performance is most impacted by the parties, vacations, and time out of the office at the end
Sales operations hasn’t always been a focus for businesses like it is today. That’s not to say it didn’t exist, but the definition and determined value of “sales ops” has always varied significantly from company to company. This is the industry that Michael Hanna entered years before he started as Head of Canadian Sales Operations
Registration for Yellowship, Lessonly’s first annual user conference, opens today. In honor of that, I’m taking a break from my regular note to share our thoughts on what it means to hold a great conference: Great conferences are set in inspiring spaces. Great conferences feature speakers who respect the audience’s circumstances; they offer ideas that