How To Improve First Call Resolution To Gain Customer Loyalty. 3 min read

Thursday, November 03, 2016

Customer loyalty is achieved by meeting and exceeding customers needs/enquiries at all times, in a shortest time frame.
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Inability To Improve Sales Performance Levels. 3 min read

Thursday, November 03, 2016


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How to Reduce Absenteeism In a Contact Centre

Thursday, November 03, 2016

According to benchmarking firm Dimension Data, the average annual absence rate in contact centres across the globe is 11%. To the layperson, this might not seem particularly high. But the stark reality is that a 100-seat contact centre with 11% absenteeism will only have an average of 89 seats occupied at any one time. Read More


When To Ask For Referrals. 2 min read

Saturday, October 01, 2016

Such a missed opportunity! It is absolutely astonishing how little some sales people and companies pay attention to asking for referrals, let alone having a process in place for it. Read More


Every Retail Sales-Person Must Read This. 2 min read

Tuesday, September 06, 2016

When you start becoming more interesting than the product or service you are offering or selling, you have almost lost the sale until you learn to pull back a bit. Read More


How to Motivate Your Team. 2 min read

Monday, September 05, 2016

Motivation is not where you start, it's where you end up. Read More


Do You Know Your 'Why Not' Customers? 3 min read

Saturday, August 13, 2016

Remember your very first customer? Remember how excited you got when you sold to your very first customer? Remember everything you did to get there? What happened? Why did you stop? Why treat customers as though they don’t matter when your entire business whether local or global, is structured around customers making buying decisions? Is it lack of passion? Or could it be because you don’t care?  Read More


Why It's Important to Have a Simple Yet Effective Action Plan? 2 min read

Wednesday, August 10, 2016

Just like everything else we do, we start by asking "What are we trying to do here?". Then once the answer is clear, we reverse engeneer it. We Imgaine the outcome, and work backwards. Read More

Leaders Who Do This, Win. 1 min read

Tuesday, August 09, 2016

All you need to really do to give yourself a crash course on leadership, is doing a google search. But, that comes with its own set of challenges, contradictions and confusion. Read More


Why We Do What We Do. 3min Read

Wednesday, June 15, 2016

Like you, everyday, I had a choice of where to start, what to start, or most importantly, why to start. Let that thought sit with you for a moment, and when you are done, ask yourself this, "Why do I get up every morning?" Read More