Author name: Jim Wilson

Customer Service Best Practices: Must Do’s on a Phone Call

3 Must-Dos on Every Customer Service Call From the moment customer service representatives answer a call, it’s important to do everything you can to ensure a positive customer experience. That of course means having a quality call script and providing proper training and tools so representatives have the knowledge and capabilities they need to remedy …

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The Power of Conversation Analytics®: 7 Important Data Indicators for Customer Service Professionals

Providing excellent customer service is a must for any business, especially those looking to grow. Maintaining excellent relations with customers is, in many ways, a science – one that benefits from data and continuous learning. This is where conversational intelligence comes into play. Using machine learning and artificial intelligence, Conversation Analytics decodes what happens during …

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10 Chilling Stats About Bad Customer Service

Many customers are very forgiving people. However, people rarely overlook lousy customer service. They understand that humans manage businesses and humans error occasionally. But there is one utterly unforgivable mistake when interacting with your prospects and clients – bad customer service. If a customer is treated poorly, they can make a formidable business enemy. Just …

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How to Measure Call Quality and Increase Sales Performance

Traditional call tracking gives us a good starting point but it doesn’t tell us the whole story. The volume of calls that your marketing is generating is important. The quality of those calls is critical. Without an advanced call analytics platform, the process of determining call quality is both time-consuming and challenging. For this reason, …

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Sales Training Data: Persistence Makes the Sale 12.6x More Likely

About a year ago we partnered with some professors from a local university to conduct a very intensive study about the specific elements of an inbound phone call that actually make a difference. In other words, what components of a phone conversation actually matter? What things can an employee say that make a difference? And …

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