Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Management 90

Management Upselling Coaching Best practices 90

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. What skills will help CSMs and individual contributors stand out in 2024?

Education 52

Education Upselling Consulting Consulting 52

Integrity Solutions

APRIL 8, 2024

Sales has always meant navigating highs and lows, dealing with rejection and remaining focused in the face of new business demands and pressures. Exacerbating this issue is the fact that sales training and coaching doesn’t always help salespeople with these internal motivation issues. That’s just the simple truth.

Sales 73

Sales Coaching Personalization Surveys 73

Integrity Solutions

MAY 1, 2023

As Daniel Goleman noted in his groundbreaking book , “Emotional Intelligence,” research shows that up to 90% of performance effectiveness is due to emotional savvy rather than technical knowledge or skills. Some salespeople assume it means being pushover, which they know can be the kiss of death in sales.

Sales 87

Sales Coaching Personalization Management 87

Integrity Solutions

APRIL 8, 2024

Sales has always meant navigating highs and lows, dealing with rejection and remaining focused in the face of new business demands and pressures. Exacerbating this issue is the fact that sales training and coaching doesn’t always help salespeople with these internal motivation issues. That’s just the simple truth.

Sales 64

Sales Coaching Personalization Surveys 64

Integrity Solutions

FEBRUARY 1, 2024

Is sales still a viable profession today? While the selling environment has undergone some pretty dramatic changes in recent years, if anything, they’ve only heightened the need for sales professionals who care about, can connect with and actively listen to their customers. Is it something needed or that people even want to do?

Sales 106

Sales Coaching Scripts B2B 106

ChurnZero

SEPTEMBER 28, 2022

In the business landscape today, Customer Success is a bit of an outlier. It’s newer when compared to more established departments like sales and marketing. One other thing that makes Customer Success particularly unique in an organization: formal Customer Success training, or lack thereof.

Sales 94

Sales Best practices Marketing Management 94

Bill Quiseng

JANUARY 25, 2023

Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills. Where is the reinforcement of interpersonal skills in those experiences?

Customer Service 103

Customer Service Banking Education Personalization 103

IdeasUnlimited

MARCH 6, 2024

Since its inception in 2010, IdeasUnlimited has been pivotal in scripting success stories for numerous businesses. They are not just skilled communicators but also brand ambassadors who understand the importance of maintaining a positive brand image.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105

CSM Magazine

OCTOBER 26, 2023

Companies need a skilled workforce in today’s changing business environment. Any organization’s success depends on its employees’ ability to efficiently and effectively carry out their tasks. This not only enhances the proficiency of the team but also improves the customer experience and boosts sales.

Employee engagement 52

Employee engagement Sales Feedback Customer Experience 52

Fonolo

OCTOBER 4, 2022

Skills-based call routing sounds super technical! While there is a tech side to it, at its heart, skills-based call routing is all about peopl e. If you were to use a forward player as your goalie for the penalty kick, you would not be setting your team up for success. Enter skills-based call routing. Still with me?

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

Integrity Solutions

AUGUST 24, 2022

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI?

Sales 88

Sales Coaching Calibration B2B 88

Integrity Solutions

MARCH 18, 2021

Effective sales recruiting strategies start with a well-defined Sales Success Profile based on objective performance criteria. As a sales manager, it’s pretty frustrating when you spend a significant amount of time and energy coaching and developing someone only to discover in the end that, well, it’s not you, it’s them.

Sales 130

Sales Coaching Personalization Management 130

COPC

MARCH 11, 2024

Did we mistake any “experience proxies” for actual skills? Having sales experience does not mean one excels at sales.) By guiding them through a personalized experience, you can better engage them and set them up for success. Do new hires feel their work contributes meaningfully to the company’s success?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Vistio

FEBRUARY 20, 2024

With the rapid advancement of artificial intelligence and its integration into various industries, one area gaining significant attention is outbound sales call training. One of the most crucial aspects of sales is effectively connecting with potential buyers, understanding their needs, and addressing their concerns.

Outbound sales 52

Outbound sales Sales Best practices Feedback 52

Integrity Solutions

JANUARY 15, 2020

It’s within their reach, you think, if only they’d increase their sales activity. And until you get to the root of the issue- their sales mindset- both of you will continue to be frustrated. This isn’t a new problem in sales, but it’s becoming increasingly prevalent in today’s business environment.

Sales 85

Sales Coaching Banking Morale 85

Fonolo

DECEMBER 6, 2022

As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. When you develop your contact center, you create opportunities for more sales, customer satisfaction, and workplace efficiency. . 1 Develop Your Contact Center Managerial Skills .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Integrity Solutions

DECEMBER 11, 2023

What is cold calling and what does it look like in the current sales world? Your mindset may actually be the key to success. But sales prospecting is the bread-and-butter, core activity that leads to sales growth and success — and cold calling is one of the most effective prospecting strategies available.

Sales 98

Sales Accountability Coaching Marketing 98

Fonolo

MARCH 28, 2023

The specifics of the role will vary from one contact center to another, but generally, a customer experience manager is responsible for overseeing the entire customer journey, from initial contact to post-sale support. Managers must ensure their agents have the skills and knowledge to provide excellent customer service.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Integrity Solutions

JANUARY 18, 2021

This past year laid bare some critical underlying selling skills and cracks in their sales pipeline that sales leaders were able to ignore or avoid while focusing on more immediate concerns. In fact, your success in 2021 depends on it. It’s also clear that the shift to a remote sales model isn’t just a temporary fix.

Sales 126

Sales Coaching B2B Metrics 126

IdeasUnlimited

NOVEMBER 15, 2023

In today’s fast-paced business world, staying competitive and efficient is key to success. Whether you’re in real estate, sales, or managing social media, virtual assistants can play a pivotal role in enhancing your productivity and profitability. What Are Virtual Assistant Services?

Real estate 59

Real estate outsourcing CRM Sales 59

Playvox

MARCH 12, 2024

While gamification may be one option for recognition, there are many ways to build morale and celebrate success. According to a recent Gallup study , best-in-class managers use ongoing conversations to deliver feedback that celebrates successes and calibrates performance.

Morale 78

Morale Gamification Contact Center Quality management 78

Integrity Solutions

NOVEMBER 13, 2020

The important skills that contribute to sales success are constant, regardless of disruptive external events, but they’ll need to be sharpened and tailored to the changing healthcare environment. Healthcare sales has gone through a number of rocky transitions and disruptions over the past decade. All of that matters.

Healthcare 112

Healthcare Sales Coaching Customer centricity 112

Integrity Solutions

DECEMBER 20, 2023

Effective sales conversations, however, are rooted in a mindset of listening to understand. Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches. That’s what active listening in sales is all about.

Sales 86

Sales Coaching Consulting Consulting 86

Integrity Solutions

AUGUST 13, 2021

Great sales team coaching takes specific knowledge and functional expertise to build a successful team. On their own, these aren’t enough to bring out the best in their sales teams and help them achieve their full performance potential. Emotional and Social Intelligence for Sales Coaches. Here’s why.

Coaching 111

Coaching Sales Construction Accountability 111

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

Integrity Solutions

MAY 25, 2021

To ramp up sales performance and strengthen your sales pipeline, you have to develop your salespeople’s confidence; inspire them to be more proactive; improve their ability to build trust and rapport in an increasingly digital world; and equip them to engage in buyer-centric, results-driven conversations.

Sales 122

Sales Consulting Consulting Marketing 122

NobelBiz

JANUARY 16, 2024

These strategic touch points hold the potential to greatly influence customer satisfaction, lead generation and overall success story of a company. These goals can include providing support generating sales or gathering market insights. These objectives may include providing support, generating sales, or gathering market insights.

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

The Northridge Group

AUGUST 14, 2023

Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching. In a time when companies need more skilled associates than ever, and they need them fast, such investments and improvements are essential to contact center and associate success.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

Integrity Solutions

MAY 24, 2023

What Is Sales Training? Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Successful sales people know is about doing something for the customer – not to the customer. What does “success” look like?

Sales 52

Sales Coaching Accountability Personalization 52

Quality Contact Solutions

FEBRUARY 17, 2022

Sales leaders are one of the most critical assets to your company. Their decisions are directly responsible for how sales reps contribute to the company’s growth or lack thereof. In summary, the organization’s success is directly related to the quality of leaders you employ. But what makes sales leaders great?

Sales 98

Sales Telemarketing Best practices Coaching 98

Integrity Solutions

OCTOBER 30, 2019

Sales leaders need to reevaluate what an effective approach to sales onboarding really looks like. Whether a salesperson is new to the company or a seasoned high performer, the pressure is on in today’s world: Up your game, add more value, strengthen customer relationships and meet aggressive sales targets—fast.

Sales 74

Sales Coaching CRM Technology 74

Call Experts

OCTOBER 12, 2023

Skills-Based Routing: This method assigns calls to agents with specific skills or expertise relevant to the caller’s needs. Call Routing and the Customer Experience In today’s highly competitive business landscape, exceptional customer service is essential for success.

Interactive Voice Response 105

Interactive Voice Response Technical Support call center solutions Technology 105

ClientSuccess

FEBRUARY 15, 2022

While customer success leaders, HR representatives, and other key stakeholders are often involved in the hiring process at every step of the way, the structure of your organization could warrant additional team members from different departments being involved in the hiring process. Customer Success Deep Dive.

Customer advocacy 81

Customer advocacy Sales Marketing Surveys 81

ChurnZero

NOVEMBER 29, 2022

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.

Scripts 98

Scripts Sales Customer centricity Coaching 98