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The Fourth Era of Customer Service is Here

A few weeks ago, I attended a webinar jointly held by CCW and Vonage titled...

April 05th, 2021

2021 Pulse Survey 2: Where are we spending time?

Spring, to state the obvious, is a time of regeneration. As Tennyson said, “It’s when...

April 02nd, 2021

How Do Challengers Negotiate?

“The first step is the hardest”. It’s what we say to encourage each other to...

March 23rd, 2021

Top Effort Drivers to Avoid? YES PLEASE!

Once again, Matt Dixon, Chief Product and Research Officer at Tethr (and co-author of our...

February 26th, 2021

Challenger Skills Part 3: Which Skills Are Most Important...

This post concludes a series we began a few weeks ago: Our first post looked...

February 23rd, 2021

Are your sellers showing up in the moments that...

A sales leader from a mid-sized, U.S. based SaaS company recently asked me: “How should...

February 18th, 2021

Challenger Skills Part 2: What has changed in 2020?

Last week, I shared a snapshot of our ongoing Challenger assessment data and how Challengers...

February 16th, 2021

The Science of Positive Language in Customer Service

Take a second and think about a time when you were trying to make plans...

February 11th, 2021