Tethr

APRIL 27, 2021

In today’s episode, we’re gonna be talking about the fourth behavior we discovered in our study on strategies for B2C sales: De-risk the purchase decision. We’ve studied B2B sales and B2C sales at length, and in those worlds, you’re used to thinking about the sales being a primary function of differentiation and about the pitch.

B2C 62

B2C Sales Inbound sales Coaching 62

Tethr

APRIL 21, 2021

So all managers, all coaches out there, all sales leaders: Tell your sellers to assume their customer has an objection, and that their job is to find it and deal with it. Thanks for joining us to discuss the third behavior identified in our study on inbound B2C sales: Dig into objections. Listen to the original here.

B2C 66

B2C Sales Inbound sales B2B 66

Tethr

APRIL 21, 2021

So all managers, all coaches out there, all sales leaders: Tell your sellers to assume their customer has an objection, and that their job is to find it and deal with it. Thanks for joining us to discuss the third behavior identified in our study on inbound B2C sales: Dig into objections. Listen to the original here.

B2C 62

B2C Sales Inbound sales B2B 62

Tethr

APRIL 21, 2021

So all managers, all coaches out there, all sales leaders: Tell your sellers to assume their customer has an objection, and that their job is to find it and deal with it. Thanks for joining us to discuss the third behavior identified in our study on inbound B2C sales: Dig into objections. Listen to the original here.

B2C 62

B2C Sales Inbound sales B2B 62

Callminer

MAY 11, 2020

Ongoing training and coaching are equally important to ensure that your employees are equipped with the skills and knowledge they need to do their jobs effectively. And, coaching sessions provide an ideal opportunity for managers to check in with their agents or employees to get their feedback on how things are going from their perspective.

Management 273

Management Customer Experience Customer Service Coaching 273

Kayako

SEPTEMBER 20, 2018

It is, therefore, no real surprise that many sales companies are increasing investment in customer experience training and coaching efforts. In the B2C setting, it makes sense to map the customer journey and plan sales enablement solutions and customer experience training around that. Create a Customer Service Coaching Plan .

Best practices 81

Best practices B2B Sales Customer Experience 81

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. Apart from being an author, Kerry is also a renowned speaker and an insightful coach. Martha is the co-founder of CX Speakers LLC, a company that trains and educates and trains B2B and B2C companies in enhancing customer relations and increasing customer engagement.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

BlueOcean

OCTOBER 4, 2021

For some of our B2C projects, the pandemic caused volumes to spike at astronomical rates, hundreds of percent higher than previous records or forecasts. Making sure everyone is on the same page—from the agents to the coaches to managers to the client—is key to ensuring we don’t sacrifice quality.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

ClearAction

SEPTEMBER 29, 2016

In addition to reaching out with special thanks to all our consulting clients, online customers, and team members throughout October, we are offering many activities that YOU may enjoy: October 1-31 : Coaching 10% Discount Code = CXDAY. CXM Coaching topics: customer experience strategy, culture, adoption, and metrics.

Customer Experience 66

Customer Experience Coaching B2C Consulting 66

Quality Contact Solutions

MAY 4, 2021

Call Quality – Call monitoring and coaching are such a vital aspect of ensuring your customers are getting the correct answers and excellent service. Tina has over 25 years of call center experience with both inbound and outbound B2B and B2C programs. Are email, text, and chat support required now or in the future?

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Customer Guru

MARCH 22, 2018

An MBTI (Myers–Briggs Type Indicator) certified practitioner, certified in Appreciative Inquiry and a Certified Professional Coach – Coaching for Transformation, he is immensely passionate about People Development and Coaching. Whether it is B2B or B2C, it is a transaction that takes place at a very basic level.

B2C 65

B2C Finance Customer centricity B2B 65

Customer Guru

MARCH 22, 2018

An MBTI (Myers–Briggs Type Indicator) certified practitioner, certified in Appreciative Inquiry and a Certified Professional Coach – Coaching for Transformation, he is immensely passionate about People Development and Coaching. Whether it is B2B or B2C, it is a transaction that takes place at a very basic level.

B2C 63

B2C Finance Customer centricity B2B 63

BlueOcean

OCTOBER 4, 2021

For some of our B2C projects, the pandemic caused volumes to spike at astronomical rates, hundreds of percent higher than previous records or forecasts. Making sure everyone is on the same page—from the agents to the coaches to managers to the client—is key to ensuring we don’t sacrifice quality.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Quality Contact Solutions

JUNE 15, 2021

Outsource telemarketing supervisors coach both veterans and new agents, so they must communicate appropriately to their audience. Part of communicating is coaching the agents and giving feedback. Supervisors should use the data to help understand what to look for during monitoring sessions so agents can be coached appropriately.?.

Telemarketing 52

Telemarketing outsourcing B2C Coaching 52

JustCall

FEBRUARY 11, 2022

B2B, B2C and Inside Sales Job: How to Make Your Choice. So, before you make a choice between B2B, B2C, and Inside sales jobs, let’s get a quick overview of each: B2B Sales. For starters, B2B sales take longer to materialize than B2C sales, especially with multiple stakeholders in a company involved. Inside Sales.

Sales 52

Sales B2C B2B call center software 52

IdeasUnlimited

NOVEMBER 15, 2021

No matter how good your products or services are, sooner or later, all B2C companies have to face unsatisfied customers. Most call centers have agents who are coached by experienced managers to smoothly handle calls from unhappy customers. Handling Irate Customers. Always to try and win back irate customers rather than avoid them.

Customer Service 75

Customer Service B2C Call Center Scripts 75

IdeasUnlimited

NOVEMBER 15, 2021

No matter how good your products or services are, sooner or later, all B2C companies have to face unsatisfied customers. Most call centers have agents who are coached by experienced managers to smoothly handle calls from unhappy customers. Handling Irate Customers. Always to try and win back irate customers rather than avoid them.

Customer Service 75

Customer Service B2C Call Center Scripts 75

Callminer

FEBRUARY 27, 2019

B2C customers will want to further include key performance indicators such as RFM (Recency Frequency Monetary), loyalty program attributes and a heavy dose of social media behaviors. B2B organizations will want to segment customers by objectives and personas using both explicit (i.e. demographics) and implicit (i.e.

Best practices 174

Best practices Journey mapping Surveys Feedback 174

Lumoa

FEBRUARY 6, 2018

It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer. Read the First Part of the Interview. The top challenges I see are that everyone wants Customer Experience to be the latest and greatest.

Customer Experience 121

Customer Experience Customer centricity Education Consulting 121

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. In a B2C scenario with relatively short talk times, agents can go from an average of four contacts per hour (manual dialing) to 16 or more contacts per hour using a predictive dialer.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

CrazyCall

MAY 20, 2019

– Jeff Goldberg, President & Lead Sales Trainer/Coach at Jeff Goldberg & Associates. – Jordan Belfort, Sales Coach at JordanBelfort.com. – Blair Singer, Corporate Sales Coach at BlairSinger.com. – Kelly Roach, Sales Coach at KellyRoachCoaching.com. Be a follow-up specialist. Not really.

Sales 123

Sales Coaching Scripts Education 123

Tethr

DECEMBER 7, 2020

The fix here is clear: the company needs to offer more targeted coaching on experience engineering skills. Targeted coaching intervention. What’s interesting is that there is a massive skew toward a certain handful of agents who are in most need of this targeted coaching intervention. Results: Downstream Issues.

Coaching 72

Coaching Banking Customer effort Wireless 72

Method:CRM

OCTOBER 1, 2018

Throughout the years, he has coached teams on how to improve their results in one of the most competitive and fast-evolving markets in the world. This means you should aim to listen to podcasts focused on B2B sales rather than B2C sales. The Ultimate Sales Hustle Podcast (Steli Efti).

Sales 65

Sales B2B B2C Entertainment 65

Quality Contact Solutions

MARCH 8, 2021

Maybe offer an option to work with you one on one if necessary, but practice makes perfect, and you can’t expect a new employee to succeed without preparation in a safe environment where you can coach them. Know Your Technology – Of course, knowing the content of the training you’re conducting is a no-brainer.

Best practices 95

Best practices Telemarketing Coaching outsourcing 95

Quality Contact Solutions

MARCH 1, 2021

She ensures her clients receive world-class service by coaching and leading her team with a hands-on approach. Michelle has over 29 years of experience in both inbound and outbound call centers. Throughout her career Michelle has had roles in operations, implementation, and workforce management.

Telemarketing 98

Telemarketing Morale Call Center Coaching 98

Quality Contact Solutions

MARCH 18, 2021

They need to have the proper training and day-to-day coaching to monitor their calls and provide real-time feedback. Ask about Workforce Management & Quality Assurance Your technology and vision can only be as good as your agents. You should be able to trust your outsourced center to have a robust quality assurance team.

outsourcing 98

outsourcing Call Center Call flow Coaching 98

Contact Center Pipeline

SEPTEMBER 30, 2022

Welcome to the top 5 blog posts in September! As the start of October will ring in Customer Service Week, it is only fitting that our top post this month is another annual favorite from Susan, bringing you 10 top Customer Service Week inspiration posts full of ways to recognize and show your appreciation for […].

Customer Service 36

Customer Service Virtual Agent B2C Employee engagement 36

CrazyCall

JANUARY 21, 2019

As Ken Krogue writes, telemarketing is a scripted, single-call close, usually targeting business-to-consumer (B2C) sales. Yet, with the development of new technologies and methods, sales coaches can conduct the whole process in a much more effective way. Let us now focus on exactly what this difference means.

Telemarketing 87

Telemarketing Sales Scripts Gamification 87

Quality Contact Solutions

DECEMBER 31, 1969

Once you have chosen QCS to handle your B2C or B2B telemarketing service business needs, we begin our relationship with you. We have a very detailed quality assurance tool to assist in tracking scores to help with coaching and growth. Operations managers bring life to your ideas and then provide the heartbeat to achieve your goals!

Telemarketing 40

Telemarketing B2B Management B2C 40

CustomerSuccessBox

SEPTEMBER 30, 2021

Rach is a Customer Success Professional with over 14 years of experience building and scaling Customer Support & Success Programs in the B2B, B2C, and NPO spaces. Speakers: Puneet Kataria with Rach SebellShavit , VP of Coaching Impact at AceUp. Webinar 5- Is Customer Success automation right for you? Why attend.

Customer advocacy 52

Customer advocacy B2B B2C SaaS 52

CSM Magazine

MAY 26, 2021

This is particularly true when it comes to B2B sales cycles, which tend to be much longer than B2C sales cycles on average. Examples of this could include having webinars to coach them through particular challenges that they’re having. Therefore, there are many steps along the way to conversion.

Customer Experience 52

Customer Experience Engineering B2C B2B 52

Integrity Solutions

MAY 23, 2023

Whether you’re selling B2B or B2C, focused prospecting is about creating the connections necessary to drive your sales. Because mindset plays a significant role in what a salesperson is willing to do, training has to address these potential barriers and managers must be able to coach to the issues as well.

Sales 91

Sales Coaching Brand ambassadors B2B 91

Quality Contact Solutions

JUNE 21, 2019

Jeri uses her many years as a supervisor to coach and elevate the agents to the next level ensuring they are working to their potential. That is why she is the perfect supervisor for our QCS staff, whether a new hire in the onboarding process or a veteran rep.

Telemarketing 71

Telemarketing virtual call center B2B Construction 71

Quality Contact Solutions

DECEMBER 16, 2020

A call to action is the biggest no-brainer on the list, but one that is still one of the most common coaching areas for agents, and in turn, sometimes this issue has more to do with ensuring you have a good call to action in the script itself.

Telemarketing 97

Telemarketing Scripts B2B Call Center 97

JustCall

APRIL 3, 2023

This power dialer and sales acceleration platform is ideal for B2B and B2C teams to engage with their contacts and improves the agent’s efficiency.

Interactive Voice Response 52

Interactive Voice Response CRM B2B B2C 52

Kayako

JULY 30, 2018

If you have a B2C site, include snippets of the customer voice right in the product description. Generating content that is initiated from what customers do and say is powerful. Once you have compiled these key ideas, include them in your customer newsletters, on your blog page, in your knowledge base, and your customer community.

Marketing 50

Marketing Customer Experience Customer centricity B2C 50

Quality Contact Solutions

JANUARY 12, 2023

10 Best Practices for Delivering Virtual Training Prioritize Coaching The overarching goal of coaching is to make individuals and the team better. They also help facilitate learning opportunities for industry-specific trends and developments to help keep the edge over their competition.

Sales 52

Sales Best practices Coaching Morale 52