Dharvi Sharma 
Speech analytics is a concept that helps business leaders know their audience better and deliver a great customer experience. Until now, most of sales leaders measured their sales efforts based: the number of calls made by the reps, the answer rate, the stage of … Read more
Cold calling is an art because it attempts to convince a prospect to convert into a customer. Sales statistics say that 90% of the reps find cold calling to be highly effective. That’s the reason why cold calling tips is still so much relevant. … Read more
Introducing CallMiner – a cloud-based speech analytics solution specifically developed for huge contact centres. Its primary function is to analyse customer sentiment and assess their overall experience across numerous communication channels such as emails, phone calls, chats and social media platforms. CallMiner, which is … Read more
How to express empathy in words? The ability to demonstrate empathy is vital for every employee in the call center business. As customer-facing professionals, we need to show empathy towards our customers. Unfortunately, a lot of people find it hard to put it into … Read more
Many times, customers will be really upset or angry with the service and it will be difficult to handle them. But if you know what to say, when to say and how to say it, then it will be easy for you to handle … Read more
The biggest task these days is to manage a sales team. It is upon you on how they perform in sales calls and meetings. You can either lead them to prosperity or failure. An effective sales manager is one that hires best people and … Read more
Training doesn’t fix poor performance—targeted training does. We get it—your agents want to perform better, but they need direction that aligns with real call expectations. That’s where most call center training programs fall short. They’re generic, disconnected from actual QA feedback, and barely move … Read more
Have you ever had a conversation with someone, only to realize later that they were an advanced technology? No, I’m not talking about science fiction movies. I’m talking about the latest innovation in the world of customer service and support – ChatGPT! Contact centers … Read more
Customer is the most essential part of your business. Without the customers, no business can survive. Therefore, it is very important that your customers are satisfied with your products and services, if you want customers to remain loyal to your company for a long … Read more
Every sales rep must ask open-ended sales questions to the prospects because it will help you understand the prospect and his needs better. These sales questions will force prospects to speak up about their needs and pain points that will help sales reps to … Read more
