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Five Steps Sales Leaders Should Take NOW – Even...

As the world confronts the human and economic cost of COVID-19, sales leaders must focus...

March 25th, 2020

Why We Decided to Remove Issue Diagnosis from the...

Quality assurance (QA) has long been considered one of those necessary evils of the contact...

January 22nd, 2021

Empathy: The Most Over-Used Customer Service Skill

The Effortless Experience™ team here at Challenger often hears from senior leaders within customer service...

December 16th, 2020

Your Customers Need a Consultant

Customer service training has historically been focused on soft skills - teaching reps to be...

December 08th, 2020

What’s Your Plan for ‘The Close’?

Challenger is currently conducting a wide-scale study on the current state of negotiations in B2B...

December 04th, 2020

Three Ways To Design for Human Error In Your...

Central to good design theory is the idea of knowledge in the head versus knowledge...

December 02nd, 2020

11th Challenger Pulse Survey

November has proven that 2020 is not done with us yet. While the presidential election...

November 16th, 2020

Are You Expecting an Effortless Black Friday?

Ahhh, Black Friday.  A day that historically kicks off the holiday shopping season with massive...

November 09th, 2020

Customer Service: Greasing the Wheels of Wallet Spend

Last year, I had a bad customer service experience. It was a months-long struggle to...

October 29th, 2020