The last few months has seen a seismic shift in the way Inside Sales and Support teams conduct business. With individuals forced to work from home, it's increasingly difficult for senior executives and managers to monitor performance of teams, report accordingly and provide relevant feedback.
Gone are the days of on-the-ground quality checking, “shadowing” calls, inconsistent call sampling and logging into multiple solutions.
Moving forward, the smartest organisations know that meeting customer expectations means ensuring a high-quality experience throughout the entire customer journey: from first contact with a salesperson through to post-purchase service and support.
To deliver great experiences consistently, it’s imperative companies monitor the quality of those interactions and provide useful and timely feedback and coaching to all employees.
Session Takeaways
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