Monthly Archives: January 2009

Tips for Managing Shifting Inbound Call Volumes and Staff Costs

Last week I provided several tactics your company can use to improve the performance of your inbound call-center reps. This week, I examine another key performance area in your inbound call center: how your call-center management team reacts to shifting … Continue reading

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How to Improve the Productivity of Your Inbound Call-Center Reps

It's no secret that there's no better time to sell to your customers than when they're already calling to order from you. When they call to place orders, they're open to you initiating a consultative selling conversation. It's also no … Continue reading

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Hope Isn't a Strategy

We're hearing a lot about hope these days. Barack Obama was elected on that word more than any other. While hope and a vision for the future are necessary parts of any business strategy, they're not a strategy in and … Continue reading

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Happy New Year?

Given the lackluster sales that most B-to-B catalogers are experiencing, many are wondering just how happy, or sad, 2009 will be. Clearly the marketplace has shifted in a way we've never seen before. But everyone knows one thing's for sure: … Continue reading

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