Middlesex Consulting

JULY 9, 2017

A Sales, Manufacturing, and Service meeting about a new customer. Imagine you head up the aftermarket service business of a large capital equipment manufacturing business. One day you and the head of manufacturing received a meeting invitation from one of the business’ top sales people, Suzie Sales. She said that she had been working for almost ten months on landing an order from a new customer.

Sales 60

Sales Effort Score Customer Retention Meeting 60

Topdown

JULY 9, 2017

A big part of my job at Topdown is to keep up with the latest research on and reporting about trends and expectations for customer communications management (CCM) and customer experience (CX). I talk to industry analysts quite frequently and read their reports with great attention because analyst research and feedback has been and continues to be a key input into our product development plans and marketing efforts.

Trends 63

Trends Report Feedback Communication 63

Myra Golden

JULY 9, 2017

I remember being a new manager preparing to deliver bad news to a group of executives. I was nervous, fearing I would get questions I couldn’t answer and thinking I’d get slammed in the meeting. My boss, the executive vice president of the company, helped me prepare for the meeting. “Here’s the strategy you use. You go in there and answer their every question, before they even have a chance to ask you anything.

Tips 65

Tips Insurance Hotels Conference 65

Magellan Solutions

JULY 9, 2017

It is something that all call center agents , particularly the customer service representatives, will inevitably encounter: a tough customer call. Whether the customer on the end of the line is angry, complaining, confusing, chatty, or a combination of all these, the best call center agents are equipped with the right knowledge and skills to deal with them in the most professional manner possible. .

Call Center 65

Call Center Customer Service Representative Tools Customers 65

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Toonimo

JULY 9, 2017

The current solutions for training and onboarding can be divided into two categories. One is face-to-face (F2F) training which was once considered to be the dominant solution in the industry. The relatively new option is online software that specializes in employee training and user onboarding. This solution is starting to take over the training industry and companies are beginning to utilize it as their preferred method.

Training 56

Training Software Analytics ROI 56