For Carson Gillett, owner ofCG Plumbing, managing customer inquiries while handling complex plumbing work was a daily challenge. His hands were quite literally full most of the day. Whether fixing burst pipes or installing new fixtures, answering calls and website inquiries was nearly impossible.

The automotive industry is set to converge on the vibrant city of New Orleans for NADA 2025, and this year promises to be anything but ordinary. As the digital revolution reshapes our industry and consumer expectations continue to evolve, there's never been a more crucial time to be part of this premier automotive event. Whether you're a seasoned NADA veteran or a first-time attendee, navigating this dynamic conference requires strategy, preparation, and a dash of that New Orleans spirit.

As we wrap up 2024, forward-thinking businesses are continuously seeking new ways to gain a competitive edge and deliver exceptional customer experiences. Leading organizations recognize that every customer interaction presents an opportunity to strengthen relationships, drive growth, and stand out in the marketplace.

Sales coaching is more than occasional feedback sessions or reviewing monthly numbers. It's about empowering reps to maximize their potential through targeted, data-driven guidance. Let’s dive into what makes effective sales coaching, the role of data, and how sales performance coaching can drive sustained success.

Just getting started with sales coaching? You may be wondering what it's really all about. In short, sales coaching is the art (and science) of guiding sales reps to reach their full potential. It's a strategic exercise that can make a big difference in your company's sales performance.

Sales coaching is a proven strategy for improving sales performance. But what are sales coaching techniques that you can actually put into practice? The good news is that sales coaching doesn't need to be difficult or cumbersome. (Plus, the right tools can help!)

Call monitoring tools are part of the backbone of any customer service operation. The right call monitoring software enables you to assess interactions, ensure quality, and coach agents in real time. But what exactly are call monitoring tools, and how can they transform your call center into a hub of excellence? Let’s dive in!

Your call center is often the frontline of customer interactions. Every call presents an opportunity to connect, resolve issues, and build trust with customers. But managing a team of agents, ensuring quality, and maintaining consistency at scale is no small feat—that’s where call center monitoring comes in.

AI is reshaping countless aspects of business, and call monitoring is no exception. Traditional call monitoring is invaluable, but it can be time-consuming and resource-intensive, with managers manually reviewing calls to assess quality and performance. AI call monitoring brings new efficiency and deeper insights to this process, using machine learning and natural language processing (NLP) to automatically analyze calls, evaluate performance, and provide actionable feedback.

For any customer-facing team, every call is a moment of truth. It’s a chance to leave a lasting impression, resolve concerns, and build trust. Call quality monitoring is how businesses make sure these moments are handled with care and consistency. By listening, analyzing, and refining the way calls are managed, companies can create smoother experiences that leave customers feeling valued.