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How to Coach Your Agents Using Call Metrics

By Aleksandr Peterson A call center is only as good as its agents. Whether inbound or outbound, sales or service, it’s important that agents continuously hone their skills, improve efficiency, and stay informed about new products and best practices. But they also need guidance, accountability, and encouragement. That’s why call centers hire coaches — to …

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You Have to Kiss a Lot of Frogs to Find the Hot Leads… But Who Wants to do That?

In sales, we are all looking for the hot leads, but they don’t grow on trees. On the bright side, the sooner you can weed through the unqualified leads, the sooner you can get to the hot leads. In other words, you have to kiss a lot of frogs before you reach the prince (a.k.a. …

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Who Do I Call Next? Introducing Logic and Routing Into Your Lead Management Strategy

It’s a scene that plays out over and over again on sales floors across the country. Like a bad B-movie, after completing a call, the sales rep wonders in confusion, “Who do I call next? Which lead will catapult me easiest to the next sale?” This can be very daunting; very time consuming. If a …

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Lead Management: List-Based vs Queue-Based Platforms

Leads are the lifeblood of the sales pipeline; therefore, it’s important to make sure your lead management software is the right one for your team. Did you know that “only 25% of leads are legitimate and should advance to sales”? (Source: HubSpot). This raises the question of how your team’s next lead is generated and passed …

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