Tue.Feb 05, 2019

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

CrazyCall

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

ShepHyken

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.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

5 Trends Set to Define Next Generation Customer Experience in 2019

TechSee

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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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.

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–>

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

CrazyCall

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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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.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Latest Innovation Swings in Customer Service

OctopusTech

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.

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

ConvergeOne

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.

Sales Empowerment: Conversations That Matter

Guru

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

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

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?

NewVoiceMedia

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.

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

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?

5 Reasons to Join Us at Enterprise Connect 2019

Talkdesk

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?

How Does Customer Service Team Turnover Affect Your Business

PlayVox

How important is good customer service? CX Culture

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.

Reducing Churn: ROI-Focused SaaS Strategies for Customer Success

Totango

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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GDPR is here: are you protecting your customer data?

InTheChat

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.

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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Why Customer Engagement Fails

Strikedeck

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

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.

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?

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

How 5 of Us Executed 400 Calls in an Hour

Arbeit

We put our manual dialing solution software to the test. Autodialer Software collection agency software autodialer broadcast dialer call center

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

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.

Managing Workloads to Improve Productivity and Effectiveness

PlayVox

Your quality assurance analysts play a critical role in helping your service agents, team leaders and managers perform to a higher standard. Your customers have certain expectations that must be met and exceeded to stay successful. CX Culture Customer Experience

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

Clarabridge

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.