Customer service is now more important than ever for businesses of all industries. Thanks to social media, one bad experience can turn into a brand management nightmare that erodes customer loyalty and turns business away. With so many competitive businesses to choose from today, customers now often make their final selection based solely on the customer service reviews.
It’s a Monday afternoon. Calls are rolling in, there are countless voicemails to respond to, and business is humming along. Then, seemingly out of nowhere, Courtney the sales manager knocks on your door with a perplexed look on her face.
Imagine for a moment that you're a sales manager at a growing company and you've just been tasked with building a remote team of 40 sales reps. Your company's headquarters is in Boston, but these reps will primarily work out of their home offices and much of their time will be spent on the phone — either initiating conversations with prospective clients or engaging existing customers.
