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.

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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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.

More Trending

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.

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.

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.

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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Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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.

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.

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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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.

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.

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

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?

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.

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.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Release notes, February 6-7

Connect First

Here are the highlights from our latest release. Release Notes


A Guide to Losing Customers (And How to Avoid Bad Customer Service)


More than one million people sift through tweets about customer service on a weekly basis. And, 80 percent of those tweets are negative. Hashtags like #badservice and #waiting are new megaphones customers use to shout their grievances with companies who deliver. Read More.

Forward a Call Via Voice Proxy With Koa.js


It’s easy to have an automated voice answer when people call your Nexmo virtual number, but there are times you’ll want to forward those calls on to a real person. With a minimal configuration and one webhook on a Koa.js server, you can pass inbound calls to any number you choose.

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


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?

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.

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.

Telling a Complete Story With the Data


Estimated reading time: 3 minutes. Most issues with a product, service, or company are identified in customer comments or reviews, but analyzing unstructured data has historically been difficult and burdensome, despite the value it provides.

Why better documentation can help improve financial compliance


Like many industries, financial advisors face unique challenges, as highlighted in a recent article in Forbes Magazine.

Going Nowhere Fast?

Cisco Blogs - Contact Center

Too much information can turn out to be not enough if the customer doesn’t receive the benefits and your value proposition is not enhanced by the interaction. To take action, put on your customer hat and walk a mile in their shoes – you’d be surprised that what is important may be different – and less complex – than you think. Collaboration collaboration contact center Customer Journey Solutions

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Securing your print environment – driving without a map


Nuance’s Document Imaging Division is now part of Kofax. Learn more Would you ever go on a road trip knowing only the destination? Of course not. To “get there” efficiently, you need a map. Our hospitals also need a map to improve their compliance and adherence to HIPAA. The current HIPAA privacy laws tell hospitals where they […] The post Securing your print environment – driving without a map appeared first on What’s next. This is a summary.

Next Webinar - Tomorrow: 3 Collaboration Trends for 2019

Jon Arnold

One more shout-out for my next Ziff Davis webinar - it’s tomorrow, Thursday, Feb 7 at 2 ET. The theme will be 3 collaboration trends to watch for 2019, and I hope you can join us. Registration details are here , and if you can’t make it, a replay will be available soon after. Collaboration Cloud Communications Unified Communications


Using Journey Maps to Tell the Customer’s Story

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Story of Business. It appeared on their blog on August 3, 2018. Stories are a wonderful communication tool and a powerful teaching tool. They allow you to deliver a message in a way that engages the audience, helps them understand the characters in play, and, hopefully, inspires them. People tend to connect to stories and, therefore, remember them and the message they convey.