Like pretty much everyone, I do a lot of calls – conference calls and 1:1 calls with investors, developers, PR people, and all the rest. But also like everyone, my memory is terrible and I rely on note-taking during calls Read more…
As a business leader you care about customer experience, frankly, you have no choice but to care in today’s environment. One report found that the average consumer tells nine other people about positive customer service experiences, and tells sixteen other Read more…
I screwed up. Last week I found out my startup would need to spend a few thousand dollars in legal expenses to convert from an LLC to a C-corp. The reasons are too boring to go into, but suffice it Read more…
We’ve all heard the message alerting us that “this call may be recorded” while sitting on hold for a support person to help us troubleshoot an unresponsive gadget. But this is just one example of the ways businesses use recorded Read more…
The best professionals realize that success comes from close listening instead of slick “objection handling” or de-escalating talk-tracks. Only by understanding the needs and wants of the prospect or customer can professionals understand how best to communicate with them.
I hate taking notes on phone calls. It’s distracting and makes it harder to develop a rapport with whoever I’m speaking to. And it puts me in an awkward catch 22. If I’m taking good notes, I’m not fully present Read more…
We’re in the business of making it easier to index and search your voice data — of course, that requires actually recording calls. But certain states have important disclosure requirements for call recording, so here’s a helpful guide.