Active Listening 101

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If you’ve ever worked in outbound sales – either telesales or in a face-to-face environment – you’ll know how easy it can be to slip into ‘autopilot’ when pitching new products or services to prospective customers. Likewise when we’re continually receiving similar responses, our brains can be tempted to pick and choose the information we’re
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Fun (and easy!) Ways to Improve Contact Centre Culture

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The phrase ‘contact centre culture’ often conjures up some fairly negative connotations – think row upon row of drab grey cubicles, fluorescent lighting and zombie-esque agents stuck in an endlessly monotonous cycle of robotic conversations with disinterested customers. In reality, there’s no reason why the modern contact centre can’t be a fun and inspiring workplace
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Hot Leads lead the way

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Pestered by continuous hammering on the phone? Feel sick to get on the next call? Whiffing about the so called “Hot Leads” supplied by the vendor? This has been the age-old issue with every marketer who uses phone medium for customer acquisition. Various methods including online, offline, digital, surveys, contests etc. are in vogue and
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