Customers are talking: turning points in telephone sales calls
I’m working on a project to listen to telephone sales calls and help the client find patterns explaining why some calls end up in a sale and others don’t. Each call is a story, complete with emotion,...
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Customers are talking: the weird, alchemic process of distilling insight from...
Book clubs are big these days. A group of folks read the same book, then get together and discuss it, accompanied by refreshments (often of the wine & cheese variety). Besides the social aspects of...
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Offshoring telesales reduces close rates – why?
I’ve heard from several friends in call center operations that outsourcing inbound telesales to the Philippines has resulted in close rates below expectations. In at least one case that I know of, a...
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