ARA Show 2023
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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 …
5 Proven Ways to Manage a Sales Team in 2021
When we think about how to manage a sales team, many might picture iconic pep talks from sales managers in movies like the Wolf of Wall Street and Boiler Room. The motivational quotes and promises of success-filled futures are too good not to quote. So enjoy a few of our favorites: Wolf of Wall Street quotes from Jordan Belfort: …
Sales Training Research: 97% of Phone Agents Give Up Too Quickly
We track close rates and phone performance for businesses. In other words, we analyze what they do on the phone that leads to more sales and more revenue. And here’s what we’ve found: Most employees at most businesses give up way too quickly. We analyzed thousands of phone calls and found that about 97% of …
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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 …
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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