C-Blog

An Automated Reply Was Sent. But Was the Problem Solved?

Automation in contact centres is often measured by a single number: how many requests were handled automatically? Yet answering a request does not mean the customer's problem has been…

What Should Field Sales Teams Do When Customers Prepare Online?

Today, a company may have reviewed your website, read about your services and emailed its initial questions before contacting your sales representative.

The Customer Asked AI. Now It Is Your Turn.

B2B customers no longer necessarily arrive at a sales meeting with a blank slate.

The Cost of a Short Call: What Are We Giving Up?

Average call duration is an important contact centre metric.

What Does the Customer See Before Meeting You?

For a sales team, a new opportunity often begins with the first meeting.

When Marketing and Sales Tell Different Stories, Who Does the Customer Believe?

A customer reads a service description on your website, then meets your sales representative and hears a different account of its scope.

More Customer Contacts. But What About Sales?

Contact numbers show how active a sales team is, but not how much it can sell.

Before Expanding Your Sales Team, Do You Know Its Current Capacity?

When sales targets rise, hiring more representatives is often the first solution that comes to mind.

More Calls, or More Effective Calls?

When a telephone sales team misses its target, call volume is usually the first number examined.

The Last Contact Is Not the Whole Story

A potential customer replies to your email and asks for a meeting.

Outsourcing Field Sales: Speed or Control?

A new product is being launched, and customers need to be met face to face in twenty cities within three months.

C-Blog

A Management Perspective on Sales and Marketing