March 11, 2020
As with many things in life, the Pareto Principle, named after Italian economist Vilfredo Pareto, applies to contact center efficiencies, too. And in a call center, it might mean that the 20% of calls that go off script require 80% of the time agents spend on the phone.
August 15, 2019
If you’ve worked in sales for any length of time, you’ve probably faced at least a few objections from prospects and customers. Objections don’t always have to be a hard no. In fact, when a prospect gives a reason, they’re presenting you with an opportunity to clarify or reiterate the value proposition and address their specific concerns. Here are a few common objections and some thoughts on how to address them.