Tue.Feb 05, 2019

Overcoming 9 most common sales objections (step by step guide to handling objection like a pro)


Objections are a common occurrence in sales, even with the best pitch out there you can still get “NO” for an answer. There are several reasons for sales objection, related to price, trust, and a product. Let’s talk about common sales objections and the best ways to overcome them.

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Three Ways to Improve Customer Experience with UC

Revation Systems

Over the last five years, digital transformation has had a dramatic effect on the way all businesses communicate with consumers. And now, the focus is shifting to customer experience. According to Forrester , 72 percent of today’s businesses say that improving customer experience is a top priority.

Self-Service and Automation Customer Care Best Practices

Bright Pattern

Everyone’s talking about self-service automation, it seems. Of course, no one likes to talk about the amount of work that goes into automation. The more sophisticated and complex the system(s) undergoing automation, the more care and effort needs to be put into it to make it all work right.

Amazing Business Radio: Brian Sprinkle


Big Ass Fans. Growing Customer Service Alongside Your Company. Shep Hyken interviews Brian Sprinkle. They discuss his company, Big Ass Fans , and their approach to providing high-quality customer service to support their industry-leading products.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

5 Trends Set to Define Next Generation Customer Experience in 2019


If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

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Overcoming 9 Most Common Sales Objections (Step by Step Guide)


Objections are a common occurrence in sales, even with the best pitch out there you can still get “NO” for an answer. There are several reasons for sales objection, related to price, trust, and a product. Let’s talk about common sales objections and the best ways to overcome them.

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How to Create A Financial Times Award-Winning Consultancy from Scratch

Beyond Philosophy

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud. This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. We share our 10-Step Plan for Success and ask our listeners, what would you do if you weren’t afraid? <!–more–> <!–more–>

Contact Center Pipeline Magazine: Inside Our February 2019 Issue

Contact Center Pipeline

Please take a few moments and see what our February issue has to offer. We cover many of those topics that challenge us every day, like training, performance management tools, analytics, recruiting and staffing, conversational user interfaces, interview techniques, artificial intelligence and more.

Reducing Churn: ROI-Focused SaaS Strategies for Customer Success


Fear of customer churn can make you feel you’re standing above a trap door, like the floor could fall away at any moment. But you’re not a passive victim. We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. It’s about proactive customer success , not reactive customer service.

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Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Latest Innovation Swings in Customer Service


With the increased adoption of tech channels in our routine life, the innovating customer touchpoints also experience the digital transformations that change the consistency of human sales and service channels. But with new technologies, challenges come too.

Using Lean Management & Human-centered Design to Improve Government Customer Experience

Taylor Reach Group

Lean Management is a customer-centric methodology used to improve the current business process by using the DMAIC (Define, Measure, Analyze, Improve, and Control) technique.

Whisper Coaching: How Will AI Make Your Whispering More Effective?


The phone is often the medium that matters in moments of truth, whether it’s a service call or an inside sales call making the first contact. To the customer, the ideal interaction often feels like a conversation – just the customer and the company representative, talking through the issues together, person to person. But well-equipped contact center managers know that those conversations may not be as one-on-one as the customers think – and for a very good reason.

5 Reasons to Join Us at Enterprise Connect 2019


Enterprise Connect 2019 is only two months away and we couldn’t be more excited. We’re looking forward to hearing from thought leaders, networking, learning about CX strategy and spending time in the Florida sunshine at Gaylord Palms in Orlando. If you’re not already as excited as we are, here are five reasons to join us at this year’s Enterprise Connect. What better way to kick off a week of education and fun than with a party?

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

How to Build a Compelling Business Case for Modernizing Your Contact Center

NICE inContact

Increasingly, the contact center is used to deliver holistic customer experience throughout a lifetime of customers’ journeys. This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion. But what do you do if your outdated call center can’t deliver?

GDPR is here: are you protecting your customer data?


In our data-driven world, customer data has become increasingly vital to businesses looking to keep up with rapidly-evolving customer expectations. However, many businesses have failed to appropriately safeguard customer data, leading to a growing epidemic of data theft.

Ask and Listen to Your Team

Etech GS

Consider this. How well would your company perform if every person on your team was a clone of you? When you hire someone, do you go out looking for someone who has all the same skills as the people you already have on the team?

Serving with “Kentucky Windage”

Chip Bell

My very rural hometown was (and is) in the middle of hunting country. And, I lived on a farm deep in the pine woods on the edge of a swamp. As a youngster I hunted dove, quail and squirrel that often wound up on our supper table. I do not hunt today but my younger brother has continued the sport at the graduate level—he hunts deer and wild boar—with a bow! Hunting, especially in more challenging weather conditions, requires using Kentucky windage.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Why Customer Engagement Fails


Shawn shares how to implement intelligent automation enable a personalized interaction with customers at scale. Customer Success Customers Onboarding saas value realization

Lessons from The Overlook: Trust, But Verify

Toister Performance Solutions

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

Doing it for the ‘Gram: Instagram’s impact on travel and hospitality CX

TELUS International

Learn why more and more travel and hospitality brands are seeing the value in Instagram as a sales and customer service tool. Customer Service Channels

Sales Empowerment: Conversations That Matter


When it comes to sales enablement, at Guru we empower our reps to lead with conversations, not content. I recently participated in a webinar hosted by Instructure called Sales Empowerment: Conversations That Matter that focused on how to empower sales reps to have better conversations with prospects.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Doing it for the ‘Gram: Instagram’s impact on travel and hospitality CX

TELUS International

Learn why more and more travel and hospitality brands are seeing the value in Instagram as a sales and customer service tool

Release Notes: Beacon Modes, Chat Commands, and Lots More

Help Scout

Release Notes is our monthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new. What’s New. Introducing Modes and a Beacon design update. We launched a pretty big Beacon update last month, including new features and an updated design.

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Debunking Natural Language Processing: Detecting Events


For many people, September 19 is a remarrrrrkable occasion for which pirate memes and puns abound. National Talk Like a Pirate Day, invented in 1995 as an inside joke between two friends after a contentious racquetball game, has become an internationally acclaimed parodic sensation.

Leadership Advice from Your Four-Year-Old Self

CSM Magazine

Picture your four-year-old self. Your preschool teacher asks you what you want to be when you grow up.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

High Availability In Call Centers


The telephony system in call centers is a critical component that is the heart of the operation. Any disruption to the normal flow of the phone calls will result in a significant damage to the business.

The Versatility of Video: 4 Unexpected Ways Video Helps Your Business


In recent years, consumers have increased their engagement with video. HubSpot found that the average user watches 1.5 hours of video content a day, with 15% of users watches more than 3 hours of video daily.

4 Takeaways from Our Live Discussion on The Future of BPOs [Video]


Last week, Fonolo hosted an insightful live discussion on the future of BPOs. The expert panel discussed whether reshoring is a permanent trend, the impact of AI on BPOs, and so much more. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.